Wanted: Better Mobile Customer Care

Results of a new study show consumers are more demanding than ever, and require access to customer care directly from their mobile devices.

The Yankee Group survey reveals that 62 percent of users said they want to bypass automated systems and be given an opportunity to use their mobile phone screen to complete simple inquiries that should not require agent intervention.

The study focused on how consumers want to receive customer support from enterprises and mobile carriers in the U.S. It shows that more than 60 percent of mobile users believe on-device self service is an important offer and want access to it on their mobile phone. Additionally, more than 80 percent want the ability to complete an entire customer service interaction, such as paying a bill or upgrading an account, directly on their mobile device versus enduring long wait times for a live agent.