American Mobile and Tablet Use Continues to Boom

nokia-smartphone

With smartphones, users have instant access to information.

Many of us consider the most important item we carry, excepting a wallet and keys, to be our mobile device.  It’s no wonder smartphones and tablets have gripped the nation: it’s an instant lifeline to news, work and the world at large. Nomophobia, the fear of being without a mobile device, may just be the 2014 word of the year. According to Ed Tech Magazine, nomophobia is a real disorder, affecting anyone from teens to senior citizens.

The reliance and fascination with mobile devices are due to several factors such as: faster connection speeds, sleeker hardware and attractive packages, and, very useful updated software. Owning a smart mobile device is on the rise in every household, replacing desktops in many cases. According to researchers from Strategy Analytics, by the year 2017 the use of smartphones will have surged 300% across the globe. Currently, smartphones doubled in sales and data use.

Mobile companies are savvy in that they continue to improve display quality and off on-demand video streaming. Video streaming is already the biggest mobile activity and surpasses all other smartphone activities, even app activity. Susan Welsh De Grimaldo, wireless service director at Strategy Analytics, said that mobile carriers are concerned about cost effective delivery of good mobile video experiences on the smartphone. She also expresses that carriers are asking how to monetize this growth in video traffic to profit investments.

Due to mobile company competition, marketers are learning the best ways to make money by adapting to and optimizing the mobile market. Studying mobile marketing stats is one of the easiest ways to understand how mobile our on-the-go life is becoming. You probably wouldn’t think that 75% of Americans take their phone to the bathroom with them, but it’s true. A more relevant statistic to a customer service team however, is that 40% of shoppers consult three or more channels before making a purchase on their smartphones while 52% Americans use smartphones while browsing in-store. When customers have instant access to so much information, it makes the job of a call center agent much more complicated.

multiple-devices

Consumers interact with products and businesses on multiple platforms, and agents need to be prepared for any number of situations.

What does the nascent smartphone industry augur for the customer contact center? It means customer contact agents must be adaptable to multiple platforms of customer interaction. A customer on the website, may call on the phone while also tweeting about their experience to followers. This complex relationship can be managed with the right training.

If you feel your customer contact agents are becoming overwhelmed with the manifold ways customers can now reach you, call in Robert C. Davis. We can equip your agents with proven techniques to help manage multiple requests across platforms.

You can read more about our strategies to retain customers and build loyalty over in our services section of the website. And if you ever have any questions or want to share your insights into the call center industry, feel free to send me a note at bob@robertcdavis.com and mention this blog!