Quelles sont les impacts de ces services sur la performance des entreprises ? Quelles sont les perspectives de développement et d’implémentation dans la stratégie marketing? Découvrez mon analyse sur mon blog http://marketing-webmobile.fr
AI+A11Y 11MAY2024 HYDERBAD GAAD 2024 - HelloA11Y (11 May 2024)
Etude Forrester « Evaluating The Potential For Mobile Chat »
1. FOR: eBusiness &
Channel strategy
Professionals
Evaluating The Potential For Mobile Chat
To Drive eBusiness Goals
by Diane Clarkson, April 25, 2012
Key TaKeaWays
Mobile Chat eBusiness Benefits Mirror Those of Website Chat
These are early days for mobile chat. eBusiness leaders should be evaluating chat in
their mobile strategy. Mobile chat can achieve the same proven eBusiness benefits
of website chat, including driving engagement, supporting sales by offering live
assistance when a customer needs help, enhancing customer satisfaction, and
improving efficiency.
There are Compelling indicators That Consumers Will adopt Mobile
Chat
Website chat adoption has doubled in the past two years and now has the highest
customer satisfaction rating among online service channels. Mobile chat will
allow consumers to engage with brands on the device of their choice. This will be
increasingly important to reach younger consumers and consumers in emerging
markets.
successful Mobile Chat implementations Will accommodate unique
aspects of The Channel
Operationally, mobile chat is very similar to website chat. However, the smaller
screen creates unique aspects that eBusiness leaders must consider for a successful
mobile chat implementation, including canned answers, queuing strategy, and
agent training.
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Tel: +1 617.613.6000 | Fax: +1 617.613.5000 | www.forrester.com
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«
ERIC CHANG, client persona representing eBusiness & Channel Strategy Professionals
Forrester Research, Inc. (Nasdaq: FORR) is an independent research company that provides pragmatic and forward-thinking advice to
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