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- This topic has 2 replies, 2 voices, and was last updated 22 years ago by craigenheimer.
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March 28, 2002 at 6:12 am #8042Jeff HesterKeymaster
Information Week reports that “When it comes to communicating internally, Home Depot finds that instant messaging on its private network helps build customer relationships. Home Depot locations that are in proximity will IM back and forth to inquire whether products are in stock or ask about a certain area of building expertise. The idea is to create a level of service on par with Nordstrom’s’, where sales staff might call around to other outlets in the chain to find the right shoe size for a customer.”
You might think that people would have picked up the phone, but more and more companies are relying on IM, partly because they know when someone is active and available. With a phone, you might be on hold for a while, or the person you need to speak with might be busy elsewhere. With email, you don’t know when you’ll get a reply. IM offers the immediacy that business demand.
Jeff Hester
BigBlueBall.comApril 1, 2002 at 6:38 pm #68802craigenheimerMemberI think thats spiffy!
Too bad its a PRIVATE network…. Home inprovement help anytime! ^_^^_^
April 1, 2002 at 8:49 pm #68801Jeff HesterKeymasterI can see it now:
Jeff: I’m thinking of installing a French door. Can you help?
HomeDepotBot: Certainly. Our website has complete step-by-step instructions on installing french doors. Click here.
Jeff: That was perfect. What aisle will I find the doors on in the Murrieta store?
HomeDepotBot: At our Murrieta store, French doors can be found on aisle 12.With Bluetooth or text messaging on cell phones, I could even be walking through the store “conversing” with their customer service bot.
Actually, this is completely do-able today using AI bot technology currently available (from Alicebot.org, ActiveBuddy, etc.). Wonder who will step up to the plate first?
Jeff Hester
BigBlueBall.com -
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