Three Generations of Customer Service Chat Technology

[mandy]

The ability for companies to interact with online visitors has progressed quickly. While chat technology has evolved through three distinct stages, many companies still use first-generation technology and miss the business benefits that can only be achieved at the third-generation level. Reviewing the evolution of chat technology illuminates why offering a click-to-chat button or implementing pure rules-based technology level is not enough to produce significant business results.

The First Generation: Unintelligent Chat...
The Second Generation: Rules-based Chat...
The Third Generation: Intelligence-driven Interactions...

...With the e-commerce channel more important than ever, companies must take full advantage of the benefits offered by the latest in interactive technology.

full article: http://www.destinationcrm.com/articles/d...cleID=5513