The rise in mobile messaging
With the likes of Facebook, WhatsApp, Snapchat, Twitter and a myriad of communication conduits springing up over the past decade, there’s little question that people use email less than they once did for personal communications.
But email has remained in rude health despite the rise in mobile messaging, and this has been in no small part due to businesses – within companies, between companies, and between companies and customers. But are things changing now?
Sticking the knife into emails – Apps is killing email
Uber has revealed plans to phase out emails for customer support and replace it with in-app support instead. They doesn’t want to hear about complaints or problems with its service, at least over email. The on-demand private car service is moving away from offering support through traditional electronic means in favor of handling matters within its help section on the app.
The move away from email could eventually help Uber better analyze what riders and drivers find problematic about the service and better address them. Of course, it also may be a way to lighten the workload of support agents.
Facebook announced its very own nail for email’s coffin in the form of a KLM partnership that will allow the airline’s customers to receive flight confirmations, boarding cards, reminders, flight status updates, and customer service directly through Facebook’s Messenger app.
This was nothing new, of course. But by nabbing a major global airline, this became a symbolic boot into email’s future prospects – the bigger the company, the more the customers, and the faster a “new way of working” becomes the norm.
Samsung has launched an customer support app that include a feature that gives Samsung tech support representatives remote access to operate and troubleshoot a device.
Email will probably fade away one day
There is little question that email will probably fade away one day, but people tend to exaggerate the speed at which this will happen.
As young people go to university then head out into the workforce and gain senior positions in companies, they’ll be keen to impose their preferred communication tools on the corporate culture – and email won’t figure highly on their list of priorities.
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Apps is killing email once and for all — https://www.torbenrick.eu/t/r/auk
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