Consumers have become increasingly dependent on mobile technology, as tablets and smartphones are a common, everyday necessity for many individuals. They allow customers to conduct online shopping while being out and about at the same time, a freedom that cannot be met as easily with desktop and laptop computers.
According to Javelin Strategy, by the end of December 2011, 13 percent of U.S. consumers owned tablets. However, the company predicted that tablet popularity will only increase and that by 2016, 40 percent of the nation's customers will have one.
In addition, Nielson estimates that the number of Android and iOS users has grown from 38 million in 2011 to 84 million today. The company's research also showed that one in two U.S. mobile subscribers now has a smartphone, with the average number of apps downloaded per year seeing a 28 percent spike.
Using digital media may be one of the top things consumers use their mobile devices for, however, they can also conduct online banking, send emails and pay bills, all from whatever location they desire. As more individuals will be accessing services this way, it only makes sense to think that when issues occur in any of those processes, customers will expect immediate accessibility to a service representative as well.
As continuously mentioned in this blog, businesses and organizations need to keep pace with their customers in order to properly cater to their needs. With more options for communication available to consumers, it's vital for companies to meet them halfway. Pairing with a 24/7 answering service will put a live customer service representative in contact with a customer whenever they want. And, individuals can communicate with a representative through phone, email or text messages – whatever is most convenient to them.