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March 8, 2017 | By

Phoning It In: More Consumers Shopping on Mobile Devices Than Ever Before

Remember back when the main purpose of phones was for phone calls? Yea, I don’t either. These days, people use their phones for everything—including shopping. In fact, a recent study we conducted found that 44% of customers use their phone to buy products. This is an excellent business opportunity, but it can also be a challenge. After all, nothing kills a shopping spree like a bad mobile experience.

Case in point? 85% of customers won’t do business with you again after one bad mobile experience.

Yes, you read that right. Eighty-five percent!

But don’t panic. Simple changes, such as offering easy access to a live agent, can go a long way on the road to mobile greatness. Our research also found that 9 in 10 customers want the option to contact a real person during their mobile experience. In our age of automated telephone menus and buried contact info, that’s a big deal—one that can make the difference between closing a sale and sending customers off to a competitor. Human-to-human interaction is critical, but so are self-assisted tools like FAQs. Fifty-three percent of mobile shoppers reference FAQs for answers. Imagine the difference a revamp of your FAQs page could make for impatient mobile customers who are only a tap away from searching elsewhere.

Here’s the bottom line. With so many people shopping on their phones, businesses need to make mobile strategy central to the customer service experience to succeed. Today’s customers expect a seamless, mobile experience and won’t settle for anything less. While creating that experience can feel daunting, we’re to help. Check out our Roadmap to a Better Mobile Customer Experience, a short and sweet, free resource with 7 strategies that will help you create deeper connections with your mobile customers—and turn browsers into buyers.


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