Web 2.0.

The advent of Web 2.0 technologies provides organisations with the ability to radically change how they interact with their customers, dramatically improving service levels and consequently increasing sales. This is the view of Transversal which has created a top 10 guide to help companies embrace areas such as two way interaction, personalisation, RSS feeds and blogs to get closer to customers. Web 2.0 is the umbrella term for new technologies and techniques that enable users to drive greater personalisation and interaction with web sites. Examples include social networking sites such as YouTube and MySpace, blogging and wikis. The challenge for organisations is selecting and implementing the right Web 2.0 techniques to positively enhance their brand and sales.

Transversal's technology can use the information the customer provides, such as where they are on the website and what they search for, to alter what is displayed to them--and use that information to direct customers to the correct customer channel. An intelligent web self-service interface is also a platform for including other interaction technologies and response mechanisms such as chat, virtual sales agents, RSS feeds, opt-ins for product news and offers, importantly based on how customers interact and qualify their requirements on the website. www.transveral.com