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KPCB INTERNET TRENDS 2016 | 2016 Internet Trends Report

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KPCB INTERNET TRENDS 2016 | PAGE
104
Messaging Secret Sauce = Magic of the Thread = Conversational...
Remembers Identity / Time / Specifics / Preferences / Context
Source: “Digital Transformation for Telecom Operators,” by Deloitte, 2016. Wired.
The Commissioner for Complaints for Telecommunications Services (CCTS) reported a 65 per cent decrease in customer complaints between 8/15 and 1/16 compared to the previous six months
Rogers Communications
Ask Questions / Update Account / Set Up New Plan
Hyatt
Check Availability / Reservations / Order Room Service
Started Offering Customer Service on
Facebook Messenger in 12/15
65% Increase in Customer Satisfaction
65% Decrease in Customer Complaints
Started Offering Customer Service on
Facebook Messenger in 11/15
+20x Increase in Messages Received
by Hyatt Within ~1 Month

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