Many of us like doing things on our own without having to resort to talking to someone. This is especially true for men. We don’t like asking for directions, correcting the data settings on our mobile, fixing the bicycle or car, calling a restaurant to book a table, etc. Therefore mobile customer service and especially selfcare will explode during 2012. Already a whopping 78% of the people who responded to a survey by ClickFox reported using mobile apps for customer service. Types of apps that are most used for customer service? Mobile banking at 30%, followed by travel at 26%, and dining at only 16%. Utility companies (electricity, water, gas, telecom, etc) are missing out, with 60% of the respondents saying they never use mobile apps to handle utilities – but 77% would find utility apps useful.
Clickfox published this great Infographic highlighting the opportunities of mobile customer service a few months ago:
really nice post and very useful. I read that Morgan Stanely predict more mobile users than desktop Pc users by 2013, this means that mobile users’ behaviour will change during this year. Thank you
Backdated? What are you blabbering about? Smartphones do NOT have e-ink senrecs, which do not strain the eyes and use up so little power that the battery can last for a month. Buying a book on a smartphone really does strain your eyes, just like reading on your computer for long periods does. This device is designed for only one purpose Reading. If you are a big reader, you understand. If you are not