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Software Advice IndustryView: Improve CX with Mobile Support

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This report presents our findings of a recent survey of U.S.
consumers and their use of mobile devices to seek customer support.

Published in: Business
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Software Advice IndustryView: Improve CX with Mobile Support

  1. 1. Software Advice IndustryView: Improve CX with Mobile Support Trends and best practices from the industry
  2. 2. This report presents the findings of a recent Software Advice survey of U.S. consumers and their use of mobile devices to seek customer support. These findings reveal consumers are looking for support much more often than expected and also that they frequently encounter usability problems. Abstract
  3. 3. Younger generations use their mobile phones frequently, including to seek customer support. Unexpectedly, such a large portion of all generations do as well. Customers Using Mobile Support More Than Once per Month 18 - 24 25 - 34 35 - 44 45 - 54 55 - 64 65+ 0% 10% 20% 30% 40% 50% 60% 70% 80% 26% 38% 60% 75% 65% 77% Percent of sample N = 311
  4. 4. A majority, 63 percent, of U.S. consumers use mobile devices to look for answers about a product or service a few time per month or more. U.S. Population: Frequency of Seeking Customer Support on Mobile A few times per week24% A few times per month39% A few times per year19% Never use phone for this11% Phone cannot do this8%
  5. 5. A surprisingly high number report having used live chat on mobile devices. There is a correlation between early-adopter status, though it’s not perfectly linear. Use of Live Chat on a Mobile Device, by Tech-Adopter Status 18% Late tech-adopters Rarely first to buy new technology products 47% Average tech-adopters Sometimes first to buy new technology products 35% Early tech-adopters Very often first to buy new technology products
  6. 6. Topping the list are problems with pages displaying and loading incorrectly, leading to and including difficulty navigating the page, cited by 90 percent. CX Issues Encountered When Seeking Information on Mobile Sites Percent of sample N = 311 Search results unhelpful Slow load time Site not searchable 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 20% 40% 75% 90% Incorrect display/ difficult to navigate
  7. 7. Software Advice™ is a trusted resource for software buyers. The company's website, www.softwareadvice.com, provides detailed reviews, comparisons and research to help organizations choose the right software. Meanwhile, the company’s team of software analysts provide free telephone consultations to help each software buyer identify systems that best fit their needs. In the process, Software Advice connects software buyers and sellers, generating high-quality opportunities for software vendors. @SoftwareAdvice /company/software-advice @SoftwareAdvice/SoftwareAdvice Read about our findings in more detail.Read Report

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