Study: Consumers want mobile customer care
Sixty-two percent of consumers want access to customer support on their mobile phones from enterprises and carriers in the U.S., according to a recent Yankee Group study.
Additionally, more than 80 percent of users surveyed want the ability to complete an entire customer service interaction, such as paying a bill or upgrading an account, directly on their mobile device versus waiting for a live agent.
Considering that more than 60 percent of consumers have contacted customer care three or more times in the last six months, providing customer support on customers’ cell phones promises significant cost savings for operators.
The reasons why consumers contact customer care include:
- 50 percent of respondents call to question a line item on a bill
- 44 percent call to pay a bill
- 24 percent call to get confirmation for an automated transaction
Finally, consumers are becoming more comfortable with using their mobile phones for more than just basic calls. The mobile users surveyed had an age span across all demographics, with 18- to 24-year-olds admitting to using their mobile phones all the time, even at home, while the 55 to 58 age group also held strong at 42 percent.