It’s been a year since Apple announced “Business Chat”. The company staked out an audacious goal: to become the preferred channel for customer service communication. A year ago, Facebook, a competitor on this front, was reeling from weeks of bad press over privacy issues. But now, Facebook stock has hit a new all time high, with those transgressions seemingly forgotten by the market.
However, Facebook isn’t the main competitor, that title is still held by the phone call. On that front, there is still a steep hill to climb. Apple’s unique position as a vertically integrated provider of software, hardware, and services gives it both strengths and weaknesses in getting to the top of that hill.
Few people would argue that technology is rapidly changing our culture, but it is the rate at which these changes are happening that may be surprising to some. In five years, it is estimated that our technology will be 32 times more advanced than it is today. Social media is one of the primary drivers of these advancements because it turns every business into a 24/7 global establishment.
In a few years, the term “multi-channel” will be a relic. Why? Because there will be no “uni-channel” contact centers!
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