There's an interesting article here on developing sales call scripts that encourage dialogue over monologue.

When I receive i-dialogue alerts that someone has requested a webinar or has a question, my style is to absorb the captured form information, maybe go out to the customers web site and get an idea of their product or service, and if a phone follow-up is requested, make the call and just have a conversation.

After all, the dialogue is happening initially over the web where 2 people can asynchronously communicate via email until a synchronous phone call is appropriate. There's no urgent need for a call script to help me perform on the spot with a customer on the other end of the line.

But this is obviously not the case with every business. While i-Dialogue can route product requests to individual or group sales associates, it does not currently provide a pre-canned script of talking points or follow-up questions. Some businesses may need to immediately follow-up via phone in response to a web initiated event.

If a sales associate is representing multiple products or services, it may be valuable to let i-Dialogue dynamically provide some call script text in addition to the web lead response. 

Call scripting's application in call centers makes a lot of sense, but it's application in the asynchronous web world, where email prevails, is still unclear to me. I'd be interested in some real world feedback as to the value of this service, as it would be relatively easy to add to i-Dialogue feature set in an upcoming release.