Study: Consumers want mobile customer care

Tue, 04/14/2009 - 8:15am
Traci Patterson

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.

More Broadband Direct 04/14/09:
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•  Arris amps up its D5 edge QAM
•  Dunbar joins SeaChange as COO
•  Advice on broadband stimulus pours in
•  Tennessee bill to deregulate phone service moves
•  EU to sue Britain for not applying Internet privacy rules
•  Dilithium promises better mobile video transmission
•  Study: Consumers want mobile customer care
•  Obama eases restrictions for Cuban telco market
•  Report: Femtocells to dominate for indoor coverage
•  Broadband Briefs for 04/14/09



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