& cplSiteName &
Comments
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Michelle
50%
50%
Michelle,
User Rank: Light Sabre
6/30/2017 | 7:50:50 PM
Re: New?
@Maryam It's no surprise we're having trouble connecting with a human for support these days. Wasnt that a prediction for adding more technology?
maryam@impact
50%
50%
[email protected],
User Rank: Light Sabre
6/30/2017 | 2:47:02 PM
Re: New?
Michelle exactly but even in those circumstances, companies want to push IVR assistance to reduce costs. It's just getting harder and harder to find human help and it increases consumer frustration level exponentially.
Michelle
50%
50%
Michelle,
User Rank: Light Sabre
6/29/2017 | 2:02:18 PM
Re: New?
Escalating a support call shouldn't be crazy difficult. Getting through to a human when your phone might be compromised or stolen is one of those instances. I do this sort of thing is taken into consideration with the future of support...
maryam@impact
50%
50%
[email protected],
User Rank: Light Sabre
6/29/2017 | 1:38:46 PM
Re: New?
Getting phone support is getting impossible even trying to get a human to support my cell phone is sometimes a project. When you are in crisis you still need a human.
Michelle
50%
50%
Michelle,
User Rank: Light Sabre
6/19/2017 | 11:54:39 PM
Re: New?
The evolution of support channels will be interesting to watch. I hope Apple doesn't plan to replace phone support all together. There are plenty of users who can't use chat or have strong preferences for phone.
kq4ym
50%
50%
kq4ym,
User Rank: Light Sabre
6/19/2017 | 8:27:42 AM
Re: New?
It will be interesting to see how the business market responds to this as primarily describes that "Business Chat as a replacement for phone customer service," is going to take lots of data to streamline the communication processes. I wonder though if the complexity users may butt up against might be a hindrance though for many, while other businesses will indeed need the robustness of the Apple system.
Mitch Wagner
50%
50%
Mitch Wagner,
User Rank: Lightning
6/18/2017 | 4:31:51 PM
Re: Usage and installation
I don't expect consumers will have to install anything at all. They'll just use Messages to communicate with companies they do business with. 
Mitch Wagner
50%
50%
Mitch Wagner,
User Rank: Lightning
6/18/2017 | 4:19:37 PM
Re: New?
Some people prefer to use Messages. It makes sense for enterprises to go to where the customer is. 

I expect enterprises will use CRM tools with plugins that support Apple Messages, whatever Google is using this week (Duo? Hangouts?), WhatsApp, Facebook Messenger, SMS, email -- whatever the customer wants.
Michelle
50%
50%
Michelle,
User Rank: Light Sabre
6/14/2017 | 2:31:42 PM
New?
I thought there were plenty of platform agnostic tools to do this sort of thing. I wonder why Apple decided an iMessage-centric tool was best. I haven't understood many decision made by Apple...
maryam@impact
50%
50%
[email protected],
User Rank: Light Sabre
6/14/2017 | 11:53:12 AM
Usage and installation
Mitch very interesting--will the new app be a portal type app that accesses may companies or a private label model where you will need to install an app for each company using the new technology?


Featured Video
Upcoming Live Events
September 17-19, 2019, Dallas, Texas
October 1-2, 2019, New Orleans, Louisiana
October 10, 2019, New York, New York
October 22, 2019, Los Angeles, CA
November 5, 2019, London, England
November 7, 2019, London, UK
December 3, 2019, New York, New York
December 3-5, 2019, Vienna, Austria
March 16-18, 2020, Embassy Suites, Denver, Colorado
May 18-20, 2020, Irving Convention Center, Dallas, TX
All Upcoming Live Events