

Director of Product Management @ServiceAideITSM. Working to improve IT for users. Opinions are sometimes my own but mostly retweeted from other smart people
These figures indicate that the user experience of composing a message and sending it to a friend is now universally understood among nearly half the planet — and Activate projects messaging app usage increase to 3.6 billion in the next few years. This is an interaction method that doesn’t need to be taught, because it’s most of what billions of…
…that allow third-party developers to build apps and services within users’ messaging conversations. And considering that the top four chat apps have a larger combined user base than the top four social networks, there’s already an enormous user base waiting to discover your app.
Gartner claims that 85% of all customer interactions won’t require human customer service representatives by 2020, and instead will lean upon automated analysis of social media channels, CRM software, and personalized chat bots to greatly reduce the need for traditional call centers.