Have you thought about leveraging the power of instant messaging as a customer interaction channel?
YellowPages.ca built an interactive instant messaging BOT that ran on MSN IM that allowed customers to search for a business within the the social environment of MSN IM that leveraged the power of instant messaging as a customer interaction channel.
Advantages:
Growing number of mobile devices have MSN IM embedded
YP.CA search via MSM IM on a mobile device is alternative to using mobile browser.
Customer does not need to leave their social network to make a search
Search results can be shared with the customer’s to social network.
Customers may interact through instant messaging to retrieve information
Natural language processing intelligent agent to answer free-form requests
“Always only a click away” presence on IM buddy list
Pre-configured with prototypical “individual finder” and “business finder” capability
Business Directory Assistance by Name, City, Province or Business Finder Search by category [...Click headline to read more]
