Gartner Research

Chat Software: Perspective

Published: 13 September 2000

ID: G0090406

Analyst(s): Rochelle Shaw

Summary

For years, chat appealed primarily to the consumer market, with vendors finding it difficult to convince corporations of this technology's business benefits. Now, however, chat is rapidly becoming a key component of many businesses' electronic commerce strategies. These companies have discovered that their customers enjoy having someone they can ask questions of and receive guidance from, all in realtime. In addition to such interactive customer service and sales assistance, a well-designed chat implementation can provide synchronous question-and-answer sessions, online customer training, and live product launches. It is little wonder that most vendors of integrated CRM suites have now added chat components.

Table Of Contents
  • Technology Basics
  • Technology Analysis
    • Business Use
    • Benefits and Risks
    • Standards
    • Selection Guidelines
  • Technology Leaders
    • America Online, Inc.
    • Cahoots
    • Communities.com
    • CrowdBurst Corp .
    • CUseeMe Networks, Inc.
    • eShare Technologies, Inc.
    • Hypernix Technologies Ltd.
    • KOZ.com, Inc.
    • Lotus Development Corp.
    • Microsoft Corp.
    • Planet Exchange Inc.
    • Tribal Voice
    • Volano LLC
    • Yahoo! Inc.
  • Insight

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