by twieberneit | Feb 8, 2021 | Blog, CRMKonvos |
Ecosystems are a big topic. What makes an ecosystem successful? What hurts? Are there any key elements to ecosystems to make them succeed? Does it differ from communities? Can a vendor survive without one? Or even better: Can customers succeed without? There are lots of questions to be answered in the times of platform play. The CRMKonvos team had a vivid conversation with Alan Berkson, Global Director of Community Outreach and Analyst Relations at Freshworks, who, as part of is job works with, and builds ecosystems – pretty well, in fact. He has a lot of interesting things to say, also about the current rage, which is Clubhouse – will it succeed? Is there any good to it? Enjoy the...
by twieberneit | Aug 14, 2016 | Blog |
My recent rant on chatbots having the potential to kill user experience got some nice reactions. It brought me into some interesting discussions on support, mobile, the role, strengths and deficiencies of artificial intelligence (AI) and machine learning (ML) and so forth. Most of these discussions dealt with mobile support but also with the question where AI could benefit most. Particularly good one were with Abinash Tripathy, CEO of mobile support platform Helpshift and Srikrishnan Ganesan, founder of Konotor, now hotline.io after being acquired by Freshdesk at the end of 2015. Both companies have a focus on in-app support, a solution category that basically got introduced by Helpshift, after Abinash identified a lack of good options or delivering support directly to and via mobile phones. One of the premises is that a lot of the technically necessary and relevant information can get collected directly and sent to the service back end transparently. They have some big customers, including Microsoft and a raft of gaming companies, including Zynga and Supercell. He, of course, has an opinion on bots in support, which he recently also expressed on Venturebeat. Hotline.io has a customer base that is mainly made of transactional companies, which, too, leads to a high message load but also leads to different approaches, as the user context is often about past transactions. This means that regularly not that much information gets sent together with the support request. Sri, too, has a vision on how to incorporate AIs and bots into support. Hotline.io is offering a browsing style of offering help using a shallow tree with icon-supported categories on top of...
