Thursday, May 25, 2006

Is Instant Messaging the new Marketing Tool?

An article in the New York Times recently revealed how many US organisations are adding instant messaging functionality (similar to MSN) to their websites. It's a fascinating development that proves just how rapid the pace of technical adoption has now become.
For example, it comes to something when Instant Messaging is now a preferred communication method by customers, because email is seen as unreliable and slow. It's also a fascinating development when it comes to communication and customer service. Offering instant live chat with a real person on a website could be an incredibly powerful way to create competitive advantage, build customer relationships, and increase web site conversion rates. I'm already thinking about recommending this type of tool to several online clients.

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