Essentials of Business Communication 8th Edition by Mary Ellen Guffey

Exercise 11

As an intern for a midsized online marketing company that sells outdoor and recreational clothing and equipment, you are anxious to comply with a request from the vice president of marketing. He wants to add a live chat feature on the company website to improve customer service with online shoppers. He is aware that online shoppers frequently accept invitations to chat live when they need help or have questions. What's more, they often turn into buyers. He asks you to research the most popular live chat software options, compare the features and monthly costs, and recommend one that the company could implement quickly.
Your Task. Write a memo yardstick report to Vice President of Marketing Jon Stokes that compares the options. Search online for live chat support software, and look at several sources that list the most popular options for small and midsized companies. Choose five of the most frequently mentioned options, and compare them in terms of (a) monthly or yearly costs, (b) main features, and (c) ratings or reviews. Follow the instructions in the textbook for writing yardstick reports. Briefly discuss the background for the report, list the live chat alternatives, and compare them using the established criteria. Your comparison data may work best in a table. Draw conclusions and recommend a live chat solution that you believe will best meet the needs of the company.