6 Ways Mobile is Transforming Customer Experience

In recent years, the mobile experience of customers has been cited as one of the many priorities that brands must consider when improving co...

In recent years, the mobile experience of customers has been cited as one of the many priorities that brands must consider when improving communication practices with clients. However, the recent trend of conversational commerce has put the mobile experience of customers in the spotlight, as habits are increasingly showing more demand for communication with the client completely on the fly. 

6 Ways Mobile is Transforming Customer Experience
A study by Nielsen found that mobile website adoption is growing 8 times faster than in the 1990s and early 2000s. And communication with the customer? Large mobile customer experiences are in high demand: According to a WOW Local Marketing study, 52% of customers are more reluctant to commit to a brand that has limited mobile experience.

Product Search

Although many customers still prefer to go shopping for stores, mobile devices have an instrumental role in product search. A MediaCT study found that 51% of clients are looking for products on the internet and then go to buy them at the store. However, the same survey also found that 44% of customers are searching and buying on the Internet. To take away? Brands that make their product information readily available on mobile devices are ready to appeal to a large number of customers. Mobile web pages or custom messaging systems (a big trend in conversational commerce) are two ways to make product search easier for users.

Customer service on the go

A Software Advice study found that 63% of US adults use mobile devices several times a month for customer service. In fact, as smartphone adoption grows around the world, so does the demand for customer service. Brands have some options to offer high-quality mobile support: Call buttons, live chats, and traditional channels for conversational commerce, such as SMS and messaging applications, are excellent avenues for customer service excellent.

Popularity of social applications

Social media channels have played a critical role in customer experiences for some time now, but conversational commerce is shifting its position to mobile devices. Customers like to be connected to social channels on the go. As confirmed by Statista, WhatsApp, Facebook Messenger, and Facebook are currently the three most downloaded social applications. This change in customer habits lies in the fact that now they can do much more than checking the Facebook and Twitter pages of their favorite brands: Conversational Commerce allows customers to communicate directly with brands through the applications of Messenger service.

Targeted mobile marketing and location

Statistics speak for themselves: Econsultancy claims that 62% of e-mails first open on the mobile, while Conversational Advertising states that 90% of text messages are read in a three-minute period of time. And what does this mean for mobile marketing? EMarketer found that mobile offers are exchanged ten times more than print offers. What's more, Responsys found that 70% of customers believe that pop-up notifications are useful, including location-based messages. Customers who receive timely and well-targeted marketing bids, based on location and purchase history, are more likely to respond.

Demand for improvement of mobile web pages and applications

The mobile experience of customers is fundamentally based on growth. WOW, Local Marketing discovered that 66% of customers are disappointed when one of their favorite brands offers a poor mobile experience. Brands have to have the mobile web pages completely updated, or facilitate a trade mark application comparable to the internet version in quality and accessibility.

Demand for customer service in real time

Punctuality is an essential quality of customer service, especially in mobiles. Customers expect quick answers when communicating with a company; And also expect any mobile platform to function efficiently. According to WOW Local Marketing, the three most frequent complaints about mobile experiences were difficulty in navigating, search results unhelpful, and slow loading time. The key is to take? Customers value their time, so companies should facilitate fast communications and offer optimized technical features to save time.

As these statistics show, the mobile experience of clients is the key to satisfying customers in these modern times. For optimal communication with customers, brands should make mobile their top priority. 

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