Saturday April 02, 2016

Email Takes A Beating This Week But Is Far From Dead

There seems to be an increasing trend of companies dropping email in favor of apps. Do they seriously expect me to download an app just to get support?

Uber revealed plans to phase out emails for customer support and replace it with in-app support instead. Moving forward, if you email Uber, you’ll receive an automated response telling you to submit your issue through the app instead, with much of the subsequent help offered as automated processes too. On the very same day Uber stuck the knife into email’s gut, Facebook announced its very own nail for email’s coffin in the form of a KLM partnership that will allow the airline’s customers to receive flight confirmations, boarding cards, reminders, flight status updates, and customer service directly through Facebook’s Messenger app.

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