Originally Posted by
No_Name
All good points. One big difference between using a service like LivePerson vs Twitter is that a company has much more control (e.g. specify availability, privacy requirements). On FB/Twitter, not so much. Customer interactions that initiate on FB/Twitter should be moved to a company controlled platform.
When you have the Facebook app on your device, it has the permissions on Android:
Location
- approximate location (network-based)
- precise location (GPS and network-based)
Microphone
Device ID & call information
- read phone status and identity
Camera
Device & app history
Phone
- directly call phone numbers
- read phone status and identity
Storage
- modify or delete the contents of your USB storage
- read the contents of your USB storage
Calendar
- add or modify calendar events and send email to guests without owners' knowledge
- read calendar events plus confidential information
Identity
- read your own contact card
- find accounts on the device
- add or remove accounts
Wi-Fi connection information
Photos/Media/Files
- modify or delete the contents of your USB storage
- read the contents of your USB storage
Contacts
- read your contacts
- find accounts on the device
- modify your contacts
Other
- download files without notification
- receive data from Internet
- read TV channel/program information
- write TV channel/program information
- toggle sync on and off
- connect and disconnect from Wi-Fi
- access Bluetooth settings
- control Near Field Communication
- modify system settings
- create accounts and set passwords
- prevent device from sleeping
- draw over other apps
- pair with Bluetooth devices
- read sync settings
- install shortcuts
- send sticky broadcast
- control vibration
- view network connections
- read battery statistics
- change network connectivity
- run at startup
- read Google service configuration
- change your audio settings
- full network access
Twitter has the following permissions
Contacts
- find accounts on the device
- read your contacts
Camera
Wi-Fi connection information
Photos/Media/Files
- read the contents of your USB storage
- modify or delete the contents of your USB storage
Identity
- find accounts on the device
- add or remove accounts
- read your own contact card
Phone
- read phone status and identity
Microphone
Location
- precise location (GPS and network-based)
- approximate location (network-based)
Storage
- read the contents of your USB storage
- modify or delete the contents of your USB storage
Device ID & call information
- read phone status and identity
Other
- receive data from Internet
- control vibration
- run at startup
- view network connections
- measure app storage space
- full network access
- read Google service configuration
- use accounts on the device
- change your audio settings
- draw over other apps
- prevent device from sleeping
- toggle sync on and off
- create accounts and set passwords
- read sync settings
- install shortcut start
Yes, there are benign explanations for each of those permissions, but how much can you trust a company that
Inadvertently harvested email contacts,
allowed Cambridge Analytica to harvest data, developed
an ad platform that enables ad targeting in ways that are inconsistent with laws,
knowingly inflated video metrics, and
used user data to gain leverage over companies it partnered with.
The best part of Facebook is that you are part of their data hoard
even if you never signed up.
It’s no secret that several of Facebooks actions directly counter my belief in privacy being a fundamental human right.
With that said, the importance of meeting customers where they are and acting quickly especially on social media can not be understated.
Deflecting to other channels simply isn’t ideal for any metric of customer satisfaction especially ones pulling in public attention.
In some ways I guess we can just call it an assumed risk by the customer continuing to use the platform.
Originally Posted by
rylan
If they want to entrench and try to focus on and improve the call center response, then they should also shut down the useless chatbot on the website and app. Getting asked if you still need help every few hours only to get the session closed at the end of the day because they never got to you and having to start over from scratch the next day is even worse then waiting for a 8hr callback.
Contrary to what many people have been saying with bots, I think right now one could be really useful.
However it’s clear there’s simply isn’t, the best bot is one that can look into your account provide rich information with self service options and if that’s proven to be unhelpful quickly give up and redirect to an agent.
I think their platform may have that potential, and should that be the case it just needs to be rethought rather than tossed to the way side.
If it has no ability to ever meet those needs the money they’re spending on LivePerson is stupid and could be put towards another platform that has the ability to provide a better bot and turnkey ux.
Originally Posted by
ekozie
IIRC it was a 3rd party app that had limited uses and limited access to data.
Pretty sure it was either part of LivePerson or was an addon, however that’s entirely speculation.