Contact Solutions Mobile Customer Care Study Exposes Gap Between Customer Expectations and Mobile Service from Businesses

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Ninety-one percent of consumers want more control over the service experience through their mobile devices.

Contact Solutions, a leading provider of cloud-based customer self-service solutions, today announced its Customer Care for Today’s Mobile Consumer Study and accompanying white paper. The study exposed how current mobile customer care services offered by businesses fall short of customer expectations based on responses from 1,000 consumers, asked about their preferences, behaviors and expectations when they use mobile phones for customer care.

“Contact Solutions’ study on customer care for today’s mobile consumer illustrates the importance for businesses to have a customer-centric model for mobile customer care,” said Sameer Siddiqui, Director of Mobile Products at Contact Solutions. “Passing mobile consumers off to an 800 number for customer service interrupts the brand experience and falls short of customer expectations. Today’s mobile consumer wants to be in control of an interaction in ways that traditional customer service can’t support. If retailers don’t address this need with an offering that’s designed for the mobile lifestyle, customers will eventually migrate to someone who will.”

More than 91 percent of the consumers surveyed have their mobile device within arm’s reach at all times. Because they want the freedom to interact on the go, 60 percent of consumers would prefer to use their mobile devices for customer care. However, many businesses have not yet embraced this change in consumer behavior by taking full advantage of the innovations possible with mobile. For example, when the consumer wants to contact customer service, most mobile apps create a fractured brand experience. Instead of creating a seamless customer care experience within the app, the customer must leave the app (and the brand experience) in order to place a phone call to customer service. With this limited implementation of mobile care, retailers are missing an opportunity to wrap the brand experience around the consumer in a way that fits the new mobile lifestyle.

The results point to an opportunity for businesses to garner loyalty and improve overall customer experience by adopting a customer care strategy that centers on the way consumers multi-task, connect, and communicate through their mobile devices. This has a significant effect on a consumer’s willingness to continue doing business with a company. More than 64 percent of mobile consumers say their interaction with customer service directly impacts their desire to move forward with a company, and 75 percent of mobile consumers say it has a big impact on their willingness to recommend a brand.

To download a copy of the entire white paper, visit


About Contact Solutions
Contact Solutions invents real customer service. Our voice and mobility customer self-service solutions reduce enterprise costs while increasing customer engagement by enhancing their experience. Our innovative Business Intelligence solutions provide enterprises access to real-time business intelligence and data analytics delivered to provide insight and superior value. Guaranteed.

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Jeni Anderson

Jennifer Tramontana
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