Text chat: Just a small part of a bigger picture: Industry Research Report

Text chat: Just a small part of a bigger picture

Published Date: October 2001

Published By: Datamonitor

Page Count: 24

Order Code: R313-2289

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This brief explores the global market for text chat applications. It will discuss the nature of the technology and its components, the reasons behind end-user demand and implementation, and the differing approaches to product development. In addition, it will consider the place text chat occupies within the wider CRM space, the growing importance of integration and the implications it has for market dynamics. Text chat is defined as a type of web-based live agent help application that establishes, maintains and manages live interactions between customers and agents over the Internet. Text chat is essentially instant messaging (IM) between an agent and a customer. A customer initiates a text chat session by requesting one at the company's web site. Usually the customer is prompted to enter a simple user name. A chat request appears on the agent's desktop, at which point the agent can choose to initiate a chat session with the customer. Text appears on the customer's screen as an agent types it, and vice versa. Effectively, this is "instant" e-mail.

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