Advanced Search

Save Or Share This Report

For eBusiness & Channel Strategy Professionals

Evaluating The Potential For Mobile Chat To Drive eBusiness Goals

April 25, 2012

Primary author headshot


  • By Diane Clarkson
  • with Zia Daniell Wigder,
  • Lily Varon

Why Read This Report

In the early years of the Internet, online customer service involved the marketing departments writing content for a handful of online FAQs and including a telephone number in the "contact us" section. Today, we look back at that naiveté with amusement. At the same time, we risk doing the same again with mobile strategies. Chat has demonstrated its ability to enhance service, support sales, and improve customer satisfaction. This report will help eBusiness leaders evaluate the potential for mobile chat to drive their goals.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Mobile Chat Offers Potential Benefits To Both Business And Consumers
  • Mobile Chat Implementation Requires A Robust Mobile Strategy

  • Mobile Chat Will Have A Compelling Impact On Mobile Support
  • Supplemental Material
  • Related Research Documents

Recommended Research