[IxDA Discuss] How would you use this report?

[pauric]

One thing to consider is.. well, I dont know how you describe this
functionality, lets call it virtual IM.  I've been on some sales/shop sites
where if I spend a lot of time browsing without having put something in my
basket, a pop-up asks if I'd like to IM with a representative.  Its a server
side IM too, not a client on my machine.  I see this aiding conversion but
dont know of any stats to back that hunch up.

Here's an example: http://www.bestkiteboarding.com/  you can find the direct
link to the IM client in the bottom window.  I'm assuming the timed
initiation function still works too.

I've also used virtual IM functionality when looking for support at
www.audible.com.  I preferred that method over faq and email, by a long
shot.

I see this virtual IM as eliminating a number of barriers when compared with
initiating a conversation via local clients.  Its not hard to visualise a
potential student utilising this if they were browsing one of your sites
(another hunch) 'Its there, its easy, why not?'

I do appreciate this takes a significant amount of financial commitment to
implement & support though.  As per point 8 in the recent UIEtips: Ten Ways
to Kill Good Design, it might not be "technically feasible".

regards - pauric