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Facebook Expands Into Customer Service Tooling - Issue #93

Facebook Expands Into Customer Service Tooling - Issue #93
By Xavier van Leeuwe • Issue #93 • View online

Facebook bought Kustomer, apparently for $1bn. Kustomer makes customer support and CRM that integrate into every possible social and ecommerce tool, so someone can WhatsApp you to check an order and you can actually answer. Chat apparently is a much better service model than email or calls for almost everyone and FB is trying to own it.
Meanwhile Snapchat acquired Voca.ai which offers “natural, human-like conversations that will leave you wondering if you spoke with a virtual or human agent.” The platform serves as a kind of triage system, which handles simple inbound queries, and then hands over to agents seamlessly for more complex issues.
When big tech buys self service customer service tooling companies, it means it will scale fast. By reaching a bigger public than ever, self service will be more and more accepted. Note to self: learn fast here.
techcrunch.com  •  Share
Some data for you. First time around for this new index on AI per country by Tortoise. Taking into account 143 factors, and what looks like extensive research, the Netherlands (my home country) scores 7th. All the usual suspects on top (US, China, Israel), Belgium placed 24.  
www.tortoisemedia.com  •  Share
Combining the two previous stories, an interesting look into the fashion industry where improvements in artificial intelligence and the increasing tendency for customers to shop on their mobiles has brought chatbots back into fashion.
www.voguebusiness.com  •  Share
The Rise and Fall of Social Media Platforms
The Rise and Fall of Social Media Platforms
Today’s winner is not the same as tomorrow’s.  This animation provides a look at the popularity of social media platforms over time, from MySpace to TikTok.
www.visualcapitalist.com  •  Share
On another note, Gallup sees the highest support for expanding immigration to the United States since 1965. Meanwhile, the percentage favoring decreased immigration has fallen to a new low of 28%.
news.gallup.com  •  Share
How to Buy Gifts That People Actually Want
How to Buy Gifts That People Actually Want
The psychology of gift giving and receiving is fascinating and fairly well researched. In short: ask them what they want and give them that. Because this is true also for employee engagement and customer experience, AND it is relevant for the holiday season, take a look in the link to understand that every year, we buy more bad gifts than we realise and nobody tells us about it (product developers, please pay attention here).
www.willpatrick.co.uk  •  Share
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Xavier van Leeuwe

I love to transform businesses by forging high performance teams, connecting the world of suits to the creative world of sneakers. With these teams I have learnt from our many mistakes and successes, pioneering digital renovations that produced tens of millions in bottom line increases.

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