Android updates can be a headache for customer support. Take the Samsung Galaxy A3, one of the best-selling devices of recent years. A customer could have anything from the original 2014 version on KitKat, to the latest 2017 model on Marshmallow which is expected to upgrade to Nougat within the next few months. The screens and steps can change substantially, and your customer may need a different answer depending on the specific version they have. Add in that the updates roll in at different times by manufacturer, region, and network and it can get very messy. A single update can render support content out-of-date overnight. We keep track of OS updates at LucidCX so that we can provide the multi-OS support that customers need, but a common frustration for customers is seeing that their device still hasn't received a particular update when it's been widely available on a different network or different [...]
2017’s biggest mobile event is over for another year, even though smaller events will be taking place in Asia and the Americas later in the year. As usual, most major manufacturers showcased their new devices for 2017, but there were no huge surprises. Most devices focused on bigger and better screen space and more impressive cameras, with the occasional ‘ah cool’ moment like the Alcatel A5’s sound-responsive LED cover. Of course, the smartphone most discussed wasn’t actually there. Samsung used the MWC to let us know they’d be unveiling the Galaxy S8 on March 29th, so we’ll have to wait a little longer for one of the biggest devices this year. The other big splash wasn’t something new, but rather the revamp of an old favourite. The Nokia 3310 is back in a variety of pretty colours and an updated Snake. How this will actually sell remains to be seen. [...]
Where to start? Unsurprisingly, the biggest tech show of the year produced a plethora of fascinating stuff. Unfortunately, none of us at LucidCX were there in person, but the great thing about living in 2017 is that we were able to live vicariously through others online. Many manufacturers used CES to introduce new smartphones. There were too many to mention them all, and while there was some interesting features, there were no major surprises. In a sign of the drive to VR, there was the ASUS ZenFone AR which integrates Google’s Tango and Daydream software, bringing Augmented and Virtual Reality closer to the mainstream. We also took another step closer to gesture recognition with the Huawei Honor Magic which uses AI to respond to to physical sensors. Upon picking up the phone your face and fingerprint will be scanned to verify it’s you, before displaying any notifications. Qualcomm announced its new Snapdragon 835 [...]
Last year, we set out the top six trends we expected to see in 2016, from an increase in mobile payments to a watershed year for VR. Would it be blowing our own horn to say we got it right? Probably. We did though. So what do we expect to see in 2017? We're going to spend more time in virtual worlds This was also one of our 2016 predictions and we were particularly pleased to see it happen. 2016 was a dream year for VR fans! A lot of great products launched, from the HTC Vive to the Samsung Gear VR. Whether you've tried it or not, VR is simply an incredible amount of fun, and with VR providers scrambling to become the household name, this is a trend that is going to shoot straight from 2016 into 2017, and beyond. VR has some handy real-world applications like remote meetings, but let's be honest. Most of [...]
Why do we want these ‘things’? We want to gain control, make everything more convenient and structure our technology around our busy lives. We want to be able to live in the Star Trek home with little objects that comfort us with their gently blinking lights and chirrrp into life ready to serve us when we enter the room. We’re promised the last word in control – either at home or remotely – to make our lives rich with a feeling of contentment knowing everything in our home is being looked after by an interconnected network of things that are totally aware of their surroundings, keeping vigil while we are out enjoying our newly found peace and freedom. Except we aren't. We're tied to the support sites. We're constantly rebooting. We're wondering why, midway through the evening just when it gets to the good bit in the film, everything goes [...]
Some interesting research from Accenture this week indicates that the Internet of Things adoption may not be moving fast enough to counteract the slow down in growth in the smartphone market as the market reaches maturity. The report itself makes for interesting reading, and confirms that ease of use is still a substantial barrier to adoption. Two-thirds of customers experienced a challenge when using a new IoT device. That's a substantial number. Support is going to be a challenge in the next few years, but only for businesses who aren't prepared. If you’d like to find out about how we can help you support your customers and reduce your costs, drop us a line or get in touch via Twitter or LinkedIn.
We are living in a period of rapid technological change, and it’s not going to slow in 2016. We're expecting an exciting year. Here are some of the more interesting trends coming up: 1. Mobile video use will continue to rise New device activations over Christmas show a big rise in the purchase of phablets (smartphone/tablet combinations) compared to smartphones and tablets. There are reasons other than TV (most notably use of games apps and the desire to have everything in one place) but this is one of the big drivers. Users are expected to increase the average time they spend watching video online by almost 20% in 2016 alone. This isn’t surprising. Online viewing is convenient. Viewers watch what they want, when they want, with fewer commercial breaks. Traditional paid-for subscription TV services are more expensive than a few catch-up apps and an online subscription from Amazon Prime or Netflix. This is [...]
Ericsson have just released their 2015 Mobility Report and it makes for fascinating reading. We've posted before about how it is essential that businesses are ready for the huge changes and demand coming in the next few years, and the numbers in their report confirm what we're seeing. Here's a peek at some of that data. You can find the full report here. We're already seeing big increases in data traffic but it's nothing compared to what people will be consuming in another five years. Much of this will be driven by video which is expected to grow 55% annually through 2021. There are more mobile subscriptions than people in the world, and twenty new subscriptions are added every second. The Internet of Things and increases in device use and traffic are going to have hugely disrupting effects on the industry. We know that change is coming, but not all customers [...]
Some interesting numbers from statistics portal statistica. The US is leading the way in smart home adoption, and while the market in the UK is much smaller, it's still expected to grow more than sevenfold in the next five years. This is going to lead to substantial change in the way customers need support. If you need help getting ready, get in touch!
Research earlier this year confirmed what we are already seeing: video is fuelling strong mobile data growth, with much of the growth driven by the increasing use of video in social media. Facebook introduced auto-play videos in May 2014, with Twitter following soon after in June, and YouTube announced the following October that half of their views were now coming from mobile devices. However, while the behemoths of social media are behind much of the growth, the area to watch is the rise of video apps such as Vine, Keek, Mixbit and Tout, and the driving demographic behind them. Vine became the most downloaded free app within the iOS app store within two years of its launch, and Keek, launched in 2011, was adding more than 250,000 users a day at the height of its growth the following year. Much of the demand is being driven by younger consumers; 85% of the Keek [...]