The Mobile Consumer66 % ofconsumersnow use theirsmartphonesto makepurchases(Pew Research )50% have usedmobile devicesto search forproducts &services online(Pew Research)72% ofGeneration Yconsumersown a smartphone(Forrester)
Got an app forthat? 72% ofconsumershave a morepositive viewof a companyif it provides amobilescustomerservice app
Within the past twoyears, the number ofGoogle searches onmobile devices hasgrown by500 %
of companiescurrently have amobile customerservice strategy inplace(InternationalCustomer ManagementInstitute )Companies in theplanning stages ofdeveloping amobile costumerservice strategy:
55%of companies saidthat their mobilecustomers expectthe same level ofservice from mobileas they receive onother channels
57% of consumers saythey will not recommend abusiness with a poorlydesigned mobile site(Compuware)
40 % of consumerswill go to a competitor’s sitefollowing a bad mobileexperience (Compuware )
PROCESS REINVENTIONon mobile processreinvention services in 2013(Forrester)Companies will spend about
By 2018, mobile devices willbe rich interfaces for highlycustomized serviceexperiences based on….Who theuser isWhat theircurrentsituation is asmeasured by avariety ofsensorsWherethecustomeris locatedWhat theservice providerknows aboutboth the userand the overallsituation
FOLLOW US ATwww.parature.com/blogwww.facebook.com/paraturewww.twitter.com/paraturewww.linkedin.com/company/paraturewww.youtube.com/paratureincwww.slidesharenet.net/paraturewww.parature.com/rss
A particular slide catching your eye?
Clipping is a handy way to collect important slides you want to go back to later.