BLOG: Conversations at Your Convenience

It’s official! Personalisation is crucial when it comes to streamlining conversations and pleasing users. At least, that’s what Facebook representatives are saying and they’re savvier than most.

Only recently, the social networking site announced plans to introduce Messages – ‘a social inbox and seamless messaging’ service that integrates all communicative strands and stores them in single, continuous threads.

The idea, according to Facebook engineer Joel Seligstein – outlined in Arif Durrani’s blog – is to make online interactions ‘feel more like human conversations.’

Communication has become so expansive in recent years and there’s been a huge upsurge in the popularity of social networking sites and smartphones. As consumers, we are accustomed to receiving information instantaneously and interactions between individuals have become swift and seamless. But speed isn’t everything. What is important is the quality of these dialogues and the ease with which we’re able to manage them.

‘Messages’ gives you the chance to choose your preferred method of communication. At The Listening Company, we have epiCentre – a multi-channel platform that has similar capabilities. In the vast expanse that is the contact centre industry, communications often get lost in translation so it’s important to be able to filter information and store it in single repositories. Only then can we contextualise queries and resolve them quickly and effectively.

Consumers now have so many technologies at their disposal. As outsourcers, we must give them the power to penetrate them so they are able to drive their own desired outcomes.

by Neville Upton, Dec 01 2010, 11:29 AM