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AppDate: You shall not pass with NordPass

In this AppDate instalment, SEAN BACHER highlights NordPass, DHL Express Live Chat, ESET joining up as a Google App Defense Alliance partner, Shyft now with iiDENTIFii, and Ayoba hitting 1 million users per month.

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DHL Express Live Chat

DHL Express has launched a Multi-Channel Tool (MCT) that allows customers to interact with DHL Express via live chat and specialised email services.

Hennie Heymans, CEO of DHL Express Sub Saharan Africa, says customers benefit from quicker response times, as well as being abler to interact with the company through the channels that are most convenient for them. 

He says that customers can use the live chat option on a mobile device or on the DHL Express website and receive assistance with self-help options online. “Live chat is the popular choice of many customers due to its fast response times.”

The Multi-Channel Tool uses a centralised knowledge management system that offers a customer service agent desktop, web self-service, case management, and customer interaction channels, such as e-mail, telephony, live chat and social media. Customer service agents also have access to processes, policies and procedures, and case studies they can use to answer queries effectively. This empowers the agents with the correct information on hand, speeding up query resolution time.

When a query is received, it is routed to an agent knowledgeable in that specific subject matter, further enhancing the customer experience.

Platform: Android, iOS and most other devices with an up-to-date browser

Expect to use: A free service

Stockists Visit the DHL Express site here to use the chat service

Visit the next page to read about ESET becoming a member of the Google App Defense Alliance, Shyft’s integration with iiDENTIFii, and MTN’s Ayoba reaching 1 million monthly users.

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GoFundMe hits R9bn in donations for people and causes

The world’s largest social fundraising platform has announced that Its community has made more than 120-million donations

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GoFundMe this week released its annual Year in Giving report, revealing that its community has donated more than 120-million times, raising over $9-billion for people, causes, and organisations since the company’s founding in 2010.

In a letter to the GoFundMe community, CEO Rob Solomon emphasised how GoFundMe witnesses not only the good in people worldwide, but their generosity and their action every day.

“As we enter a new decade, GoFundMe is committed to spreading compassion and empathy through our platform,” said Solomon in the letter. “Together, we can bring more good into the world and unlock the power of global giving.”

The GoFundMe giving community continues to grow with both repeat donors and new donors. In fact, nearly 60% of donors were new this year. After someone makes a donation, they continue to engage with the community and give to multiple causes. In fact, one passionate individual donated 293 times to 234 different fundraisers in this past year alone. Donations are made every second, ranging from $5 to $50,000. This year, more than 40% of donations were under $50.

GoFundMe continues to be a mirror of current events across the globe. This year, young changemakers started the Fridays for Futuremovement to fight climate change, which led to a 60% increase in fundraiser descriptions mentioning ‘climate change’. Additionally, the community rallied together to support one another during natural disasters like Hurricane Dorian and the California wildfires, where thousands of fundraisers were started to help those in need.

The report includes a snapshot of giving trends from the year based on global GoFundMe data. It also includes company milestones from 2019, such as launching the company’s non-profit and advocacy arm, GoFundMe.org, and introducing GoFundMe Charity, which provides enterprise software with no subscription fees or contracts to charities of every size.

Highlights from GoFundMe’s 2019 Year in Giving report include:

  • Global giving trends and data
  • Top 10 most generous countries
  • Top 10 most generous U.S. states and cities
  • Biggest moments in 2019

To view the entire report, visit: www.gofundme.com/2019

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Cars

For users, in-car touchscreens ever more useless

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As touchscreens become more commonplace, the gulf of perceived differences in the performance of these features between cars and other devices (such as mobile and in-home) has become wider. A new report from the In-Vehicle UX (IVX) group at Strategy Analytics has investigated car owners’ satisfaction with their on-board touchscreens. Long hamstrung by poor UX and extended production cycles, in-car touchscreens are seen by car users and buyers as lagging behind the experience offered by touchscreens outside the car. As such, consumer satisfaction has continued to slide in China and Europe, while reaching historic lows in the US.

Surveying consumers in the US, Western Europe, and China via web-survey, key report findings include:

  • Difficult text entry and excessive fingerprint smudging are common complaints among all car owners.
  • Because touchscreens have reached market saturation in the US, satisfaction with in-car screens has tailed off significantly.
  • However, touchscreens remain a relatively newer phenomenon in many car models in Western Europe (compared with the US) and thus their limitations are less prominent in the minds of car owners.
  • Overall touchscreen satisfaction fell for the fifth straight year in China, indicating a growing impatience for in-car UX to match UX found elsewhere in the consumer electronics space.

Derek Viita, Senior Analyst and report author, says, “Part of the issue with fingerprint smudging is the angle at which in-car touchscreens are installed – they make every fingerprint increasingly visible.

“Fingerprint smudging is an issue across all touchscreen-based consumer electronics. But in most form factors and especially mobile devices, consumers can quite easily adjust their viewing angle. This is not always the case with fixed in-car screens.”

Says Chris Schreiner, Director, Syndicated Research UXIP, “Although hardware quality certainly figures in many of the usual complaints car owners have about their screens, it is not the sole factor. Cockpit layout and UI design can play important roles in mitigating some issues with in-car touchscreens.”

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