Google Wave and CRM, the Next Killer App?
October 4, 2009 by Jimson Lee · 2 Comments
Google Wave’s 80 minute video from last May’s Google Wave Developer Preview at Google I/O 2009 Conference generated almost 5 million views.
Google is known for developing next generation apps: some are great, some good, and some just downright awful and complicated.
But this one may be the next killer app, if it’s launched properly. There is no official release date.
Ever since I declared instant messaging (IM) to be the email replacement back in 2000, Google Wave appears to do everything in one single platform.
Imagine conventional email, group conversations with IM, and nested threaded conversations in a forum format, coupled with the ability to drag and drop documents, photos and videos, and being able to track and save those conversations?
Throw in a Twitter and Facebook flavour and the ability of multiple authors to edit inline content like Wiki.
Lastly, add mobile computing accessibility including the popular iPhone and on-the-fly translation as seen with Google Translate or Babelfish?
You come up with Google Wave.
From a Customer Service and CRM perspective, this can potentially change the way you deal with customers. This is what Social CRM is all about.
This is what all the hype is about.
Facebook isn’t for College Kids anymore.
Twitter isn’t for celebrities either.
Imagine fields being populated automatically during conversations, or the use of automated agents answering questions first. This is no different than the off-line help on your installed Microsoft Office software that gives you a variety of suggestions based on your query or keywords.
If the user gets frustrated, they have the ability to “speak” to a live agent. Right now, they could “chat” by typing, but all that is going to change in the future with unified communications. One day, networking and telephony will be embedded into everyday applications.
Language will not be a barrier if the on-the-fly translation services work properly. Imagine the international potential on your revenue stream.
Google Wave: The Next Killer App?
Speaking of killer apps, if the iPhone had over 1 billion downloads for applications in nine months, can you imagine the market for Google Wave Apps if it becomes the next Killer Apps?
Recession? What recession?
This could be a goldmine for unemployed developers (though superstar developers never have a problem getting employment).
Also, the Open Source promise is a bonus to developers to get really creative and customize it for your business needs. Remember, the secret is customize, not configure.
So what’s it going to take?
It all comes down to end-user adoption. Screw the technology behind the nuts and bolts. End-users don’t care. It has to look sexy. It has to be hip. It has to be intuitive. Thus, the user interface (UI) has to be flexible and customizable for end users from age 8 to 80.
Hold on to your pants, the next wave is coming.
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About Jimson Lee
Jimson is a freelance industry analyst, with over 25 years experience in the IT industry. Prior to joining CRMHelpDeskSoftware, he spent 4 years as a Senior Consultant at Sierra Systems Group, part of Golden Gate Capital, a leading private equity firm with $9 billion in capital under management. Jimson currently resides in Rome, Italy.
I have thought that Google Wave could become the next Social Support Community (SSC) of choice for Small and Medium Sized businesses (SMB). In playing with it further I know it has real potential in filling this “CRM” hole in the market (http://johnfmoore.wordpress.com/2009/10/03/todays-social-support-communities-are-not-for-smbs-what-are-you-supposed-to-do/ ).
Time will tell how it shapes up, but thanks for moving the conversation forward, good post.
John
I agree that Wave could be the next great social site/service but I don’t see it as an email replacement. It doesn’t do all the things I want an email replacement to do (however, TrulyMail does).