Consumers who are inseparable from their smartphones and apps increasingly represent the average customer across industries, placing pressure on companies to deliver excellent mobile experiences. ComScore reported Americans spend the majority of their time consuming digital media within mobile applications.

Apps account for seven out of every eight minutes of media consumption on mobile devices and when broken down between smartphones and tablets, they account for 88 percent and 82 percent of usage, respectively, according to the study.

What if you have a number to text for help in your store or predominantly on every page on your website? Would that allow for faster customer support and responses? While some will call a 800 number, more and more customers like to text.

Web chat is taking off but is still fairly sparse on many sites. Do you have a plan to enable web chat.

How easy is it to contact you with your mobile app itself?

We need to think through all the new ways we can support and service customers. Think mobile all the time. That is what customers prefer.

Source via Smoothing the Path for Mobile Customer Support.

Mobile Devices