A look back at 2015 reveals memorable trends in social media: the birth of live social streaming, with Periscope and Meerkat winning over early adopters; the growth of Snapchat, with its more than 200 million active users; and video, with Facebook users logging about 8 billion video views a day (possibly even more than on YouTube). Looking ahead to 2016, it appears that new technologies will change how we interact with social media, creating new options for everything from shopping to sharing real-time experiences. Continue reading Predicting the Five Biggest Changes in Social Media This Year

The “click-and-collect” method of shopping is not as easy as it sounds. This type of shopping allows customers to place orders online and pick up their purchases at a physical store just a few hours later. However, one study found that 60 percent of these orders were not completed correctly on Cyber Monday. Some stores made customers wait for more than an hour, gave customers the wrong item, or simply had to cancel orders because the store ran out of stock. Continue reading Picking Up Online Orders at Stores a Hassle for Customers

Cloud storage company Dropbox made announcements during yesterday’s Dropbox Open conference in San Francisco meant to attract more business customers. The company introduced Dropbox Enterprise, a new tier for its business offering intended for larger companies that require more advanced functionality. Dropbox also announced that it has reached a new milestone: 400 million users and 150,000 business customers. And to continue growing its business side, the company has formed new partnerships with Synnex, Ingram Micro and HP Enterprise. Continue reading Dropbox Unveils Advanced Tools, Seeks Enterprise Customers

WalmartLabs has upped its credibility as a technology provider and taken a swipe at Amazon by opening its OneOps cloud platform to all comers. The OneOps source code will be uploaded to code repository GitHub by the end of the year. By doing so, Walmart hopes to increase competition with Amazon Web Services and offer developers an option to AWS’ dominance. Walmart touts OneOps advantages as “cloud portability, continuous lifecycle management, faster innovation, and great abstraction of cloud environments.” Continue reading WalmartLabs Offers Its Open Source Cloud Platform to Public

Salesforce.com just introduced IoT Cloud, a service that will allow customers to monitor data relayed by smart devices. As the Internet of Things becomes more of a reality — sensors are now found in a wide array of devices and machines — companies need to gather and make sense of the data that those sensors generate. Emerson Electric announced its plans to use Salesforce’s IoT Cloud to combine data from its smart thermostats with weather forecasts to help its users manage their heating and air conditioning. Continue reading Salesforce Debuts IoT Cloud to Monitor Data of Smart Devices

Facebook just launched its new personal assistant, M, to a few hundred San Francisco Bay Area users. Unlike Apple’s Siri or Microsoft’s Cortana, however, M is not just powered by artificial intelligence. M does all the same things that Siri and Cortana do, but it adds a team of experienced customer service reps to accomplish more “human” tasks such as calling the cable company and enduring automated messages and holds. Facebook is disadvantaged on mobile devices, but the company hopes its efficiency will spur usage. Continue reading Facebook Personal Assistant Integrates AI with Human Touch

Amazon unveiled Launchpad this week, a new platform designed to help hardware and physical goods startups market and distribute their new products on Amazon’s e-commerce site. Launchpad, which currently features more than 200 items from a wide variety of startups, will compete with similar services offered by Product Hunt, Shopify and Shyp. Amazon is going big with the new platform, positioning it as a global product with access to 10 international distribution portals, and working with 25 VC firms, accelerators and crowdfunding services. Continue reading Amazon Debuts Launchpad: New Marketing and Sales Portal

Verizon showed Rep Guidance, software that provides its FiOS sales and support representatives with individualized data designed to improve customer service and experience, at a recent NY Meetup event. According to a Verizon representative, “It’s about streamlining and simplifying the conversation, fostering a more intelligent, better-informed experience with customers rather than having a back and forth exchange and having the rep ask the customer questions that, frankly, they expect we should know anyway.” Continue reading New Verizon Software Delivers Customer Service Intelligence

Customer satisfaction with cable TV, Internet and phone service providers has fallen to a seven-year low, according to a study from the American Customer Satisfaction Index. When surveyed about satisfaction involving 43 industries, consumer response placed television and Internet companies tied for last place. Recent merger talks have placed TV and Internet providers under particular scrutiny, while disappointing customer service and rising prices have taken on a different dynamic in an era of streaming options such as Netflix, Amazon and Hulu. Continue reading Study: Declining Customer Satisfaction with TV, Internet Service

Facebook is looking to integrate mobile games into its Messenger app and business-to-consumer chats into WhatsApp. Both of these initiatives have the potential to generate new revenue for the social network. Game developers would potentially pay big bucks to make their games such an integral part of the Facebook experience. The gaming integration is already in the works, while the WhatsApp move may be introduced later. Facebook is talking with game developers to add new play options to Facebook Messenger. Continue reading Facebook Eyes New Ways to Earn Revenue from Messaging

Cloud communications company Twilio provides developers with the tools they need to integrate texting, voice calls, photo messaging, and now videos into their applications. Video capabilities would make it easier to video chat with customer service representatives on service apps, for example, or interact with other players on gaming apps. Twilio’s video service is a more affordable and easier option for developers to incorporate communication functions into a variety of different software. Continue reading Twilio Helps Developers Integrate Video into Software and Apps

At this week’s F8 developer conference in San Francisco, Facebook announced that it is opening up its Messenger app with a platform for creating apps. This will allow developers to build apps that can integrate with the social network’s instant-messaging service, which presently touts 600 million users. Nearly 50 integrated apps have been created under the program, including those from Bad Robot, ESPN and The Weather Channel. The service also supports 360-degree video with Facebook’s Oculus VR format. Continue reading Facebook Wants Developers to Integrate Apps with Messenger

Facebook will continue to improve its Messenger app this year. The standalone app already has more than 500 million monthly users, but the company is hoping to get to a billion users by the end of the year. One attractive new feature will be the voice-to-text transcription. A release date has yet to be announced, but the company is already testing it. Also, Facebook will experiment with ways to generate revenue and give people a way to communicate with businesses on the Messenger app. Continue reading Facebook Messenger Will Roll Out Voice-to-Text Capabilities

While Amazon may be best known for its fast delivery and massive product selection, the Seattle-based company has also devoted a great deal of effort to offering one of the best refund and return policies possible. In fact, Amazon currently leads all e-commerce retailers when it comes to cash back for items returned. Where some companies take days, even weeks to reimburse customers for returns, Amazon takes an average of 1.3 days, according to a new study by StellaService Inc.  Continue reading E-Commerce: Amazon’s Return Policy Jumps Ahead of the Pack

Many consumers have found that the fastest way to get a response from a company is to send a tweet, but the 140-character length and the public nature of the social network limit the conversation. Hootsuite Media, the maker of the popular social media management app, is rolling out a solution: a feature that allows businesses to initiate calls with their customers via Twitter. Consumers who send the company tweets will get a reply with a phone number so that they can talk offline. Continue reading Hootsuite Takes Customer Service from Twitter to Phone Calls