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I can see a tendency of much wider use of IM than emails among the youngsters.
It can be Windows Messenger, ICQ or Skype, but the Generation Y reach for it much sooner than opening an email program. The messages are delivered even if a friend is offline and there is a wide range of emoticons available to express feelings in short forms.
And there is a huge advantage of instant messaging: it is silent. Anyone can use it in an open-office without being heard. This characteristic makes this channel an excellent way of banking customer service, an extension of contact centres. The customer authentication and simple transactions can even be made automatically (like the IVR on phones), and when it comes to explanations or complex transactions then a contact centre operator can take over the conversation.
This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Carlo R.W. De Meijer Owner and Economist at MIFSA
11 September
Ruchi Rathor Founder at Payomatix Technologies
10 September
Ahmad Almoosa Cofounder & CEO at Mazeed
Alex Kreger Founder & CEO at UXDA
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