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Category: General

New Facebook Features and Why They Matter

F8

Last week, Facebook held its annual F8 conference where Mark Zuckerberg and team announce Facebook’s latest features and overall strategic focus. What Facebook invests time and resources in tends to set the course for the entire digital ecosystem. The gargantuan social network is about to hit 2 billion monthly users with hundreds of thousands of developers actively creating applications for it. While numerous topics were covered at F8 over the course of two days (videos available here),  here are a few key highlights from my own notes.

Death to “we are experiencing higher than normal call volume”.

Last week I finally found the time to dedicate an entire day to calling various home service providers and product brands with which I have been having issues throughout the year. In most of the cases, I had made a note to call as the issue arose, however, other priorities kept creeping up. This was the day I was going to get it all done.

I interacted with three companies and had three very different experiences. Rather than publicly shaming or praising each company, I’ve decided to just list some high-level takeaways from my experience. I think this year is going to mark a significant turning point for customer service, both online and offline.