Mobile isn’t just another customer service channel; for the majority of consumers, the use of mobile devices is a part of everyday life. According to Morgan Stanley, 91% of smartphone users continuously keep their mobile phone within arm’s reach.
Because of its pervasive use and convenience, customer service on mobile devices including smartphones and tablets has quickly come of age. Customers expect both personalized and self-service options when seeking real-time support, communication or information from businesses and organizations, and doing this via a smaller screen, or across social media on smartphones and tables, is proving to be a new challenge that organizations large and small must quickly adapt to. The infographic below offers a brief profile of the mobile consumer and the increasing use of the convenient small screen at hand to search, make purchases, do research and seek service and support: