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We’ll Spend 1 Billion Years Online in 2018

By Mandy Reed, Marketing Manager (Global)

It’s certainly no secret that we’re spending more and more time online. In fact, the 2018 Global Digital suite of reports from We Are Social and Hootsuite, published earlier this year, share data showing that the average internet user spends about 6 hours online every day. When you add that up for the 4 billion internet users across the globe, the world will spend an impressive 1 billion years online this year!

Nearly a quarter of a billion new users came online for the first time last year, bringing the total internet users to 53% of the world’s population – up 7% from 2016. Much of this growth is due to more affordable smartphones and mobile data plans. Social media use is also on the rise, up 13%, with over 3 billion people using social media platforms each month. Not surprisingly, 9 in 10 of those users are accessing those platforms on mobile devices.

Digital Around the World in 2018

The Growth of Messenger Apps

During 2017 nearly 1 million people started using social media for the first time every day, which breaks down to more than 11 new users every second. Facebook’s core platform is still the leader in active users, but WhatsApp and Facebook Messenger both grew twice as fast. The number of people using each of those messenger apps was up by 30% last year, tying them at about 1.3 billion active users on each platform. However, WhatsApp wins when it comes to geographic penetration, boasting top messenger app status in 128 countries compared to Facebook Messenger’s 72 countries.

 Top Messenger Apps

The Rise in E-commerce

1.77 billion people worldwide are now buying consumer goods online, a growth of 8% during 2017, reaching a total annual spend of nearly $1.5 trillion USD last year. Adding in other categories such as travel and digital content raises the global e-commerce figure to be closer to $2 trillion USD.

Approximately 45% of all internet users are now making purchases online although there is a wide variation among countries. The United Kingdom leads the pack with 78% of the population buying consumer goods online; the United States comes in at 69% and Australia at 59%. Not surprisingly, the average revenues per user (ARPU) has also shown solid growth and is up 7%.

e-commerce consumer goods

e-commerce

Get to Know the Trends AND Your Customers

More than just providing attention grabbing statistics (like the world spending a whopping 1 billion years online in 2018!), these reports highlight some important worldwide trends for businesses. More than half of the world’s population is now online. It’s where we go to connect with each other, find answers to our questions and do our shopping. We’ve become highly connected digital customers looking for 24/7 access to information and support on a variety of devices. Organisations and brands need to keep their finger on the pulse of these trends – both global and local.

Getting know the trends is a great place to start but it isn’t enough. Companies also need to get to know their customers in order to understand how best to apply these trends and address the changing digital landscape. For example, organisations should be looking at how they can engage with customers on messenger apps and other social platforms but need to know which ones their customers are already using or those efforts will be wasted.

A good example of an organisation doing this is Transport for NSW in Australia. They saw an opportunity to connect with customers on Facebook Messenger and introduced an interactive chatbot, their Real-time Intelligent Transport Assistant (RITA), on the platform. They then built on RITA’s success in Facebook Messenger by adding the chatbot to their website and, in January of this year, integrating RITA with Amazon’s Alexa.

By combining global, local and industry trends with an understanding of their customer base, organisations can take advantage of the world’s growing dependence on the internet and preference for purchasing goods online. Companies will benefit from increased engagement and a better experience by meeting their digital customers where they are already spending their time.

Chatbots in Action – Creative Virtual at CCW 2018

By Björn Gülsdorff, Chief Business Development Officer

The end of February is Call Center World time, Europe’s biggest “international conference and trade show for innovative customer dialogue”, now in its 20th year. (Congratulations!)

Whilst chatbots and artificial intelligence (AI) made it to the stage last year already, they have now become one of the major topics of the show and I am excited to have three speaking slots with our partner sogedes.

Excited and a little bit nervous: Since last year, the AI hype cycle is said to be past the “peak of inflated expectations” and having started the descent into the “trough of disillusionment”. Looking at what some people did promise and how they boasted about the “intelligence” of their solutions, that is a well-deserved set-back, but there is always the risk of an overreactions and buyers turning their back on technology altogether, just because of too high expectations. I will learn it the hard way, I guess, whether they have embraced the pragmatic (and working) hybrid approach already or not. My recent speeches in places as diverse as the Financial Forum in Hong Kong and the Service Desk Forum in Mainz, Germany give me hope, but you never know.

I am also looking forward to CCW 2018 because the world of call centres is comprehensively covered. It is the perfect place to see how virtual agents do (and must) fit into a customer communication strategy, how they can support agents best – “collaborate”, I should say – and which backend systems to integrate with. I’m also interested to hear where newer channels like messenger platforms (such as Facebook Messenger) are fitting into contact centre strategies. Could they be replacing AI as the most hyped topic?

In any case, it will be three challenging and inspiring days (from February 27 to March 1, since you ask) at the booth with sogedes and my colleague Katrin Zieren (Hall 3, Booth E8-E10). I am looking forward to that.

If you’re attending, be sure to catch our “Chatbots in action” presentation on Tuesday, February 27 at 11:30 in Hall 3 – International Plaza. We’ll also be showcasing chatbot solutions on Wednesday at 15:10 and Thursday at 13:00 in Hall 1 – TeleTalk-Demoforum. There’s more information and the full agenda on the CCW 2018 website.

If you can’t attend but want to learn more, request a live demo to see our chatbots in action.