[Gartner] "I have been analyzing the data from my recent Customer Service Magic Quadrant that was published in March. There are about 375 references in the database, and they include businesses/organizations/ government agencies and universities from most of the world. This is still only the tiniest fraction of the world’s contact centers, so let’s not go crazy with what I am opining here, but it is interesting: email is dead. Dead in the way a ship’s sails are in the Doldrums - those weird and annoying northeast and southeast tradewinds that meet at the equator and suck the life out of any forward ship movement. The combination of chat, advanced self service and knowledge cases, together with community case / problem identification and resolution… and now Twitter, mean that email as a way of customers contacting us for support will begin a slow slide. That isn’t to say it will disappear, but it will take on a Zombie state of the undead."
Email is dead, taken out by Twitter, chat and communities
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