![]() Just look at (with replies) or (with replies). Nowhere is it more evident that The Web is a Customer Service Medium. So I’ve long been interested in the idea that “next actions” should float away from their apps and come together in a single place… SNAP was my 2008 take on this.īut I guess the 2015 twist is that everything old is new again, and we’re dealing not just with actionable notifications, but robot-generated text that we can have an actual conversation with. … More and more, one’s primary interaction with any app, social messaging or otherwise, is a little pop-up with a button or two. That pull-down panel aggregates activity from everything on your phone, and Google and Apple have made notifications actionable and given them payloads. ![]() The other piece of the puzzle here, Evans continues, is the smartphone notifications panel: So, like the web, you don’t need to install new apps to access these services, but, unlike the web, they can also use push and messaging and social to spread. You can send money, order a cab, book a restaurant or track and manage an ecommerce order, all within one social app. So as Benedict Evans - mobile and technology analyst extraordinaire - points out, messaging is the new app platform: I have one language to use with apps (pointing, tapping, swiping) and another with my friends (chatting). The interface is exactly the same as for chatting with your friends You can send any kind of message (text, image, voice, etc), and they’ll reply, either in an automated fashion or by routing it to a human somewhere. Many institutions that otherwise would have native apps or mobile sites have opted instead for official accounts. And not only that, some weird mish-mash of talking robots and customer service people: There’s that bit in the great article on Chinese mobile UI trends about how there are no websites, there’s just messaging. This is stream of consciousness, and it’s long. I’ve not spent any time editing and now I’m going out.
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