“67% of mobile users say they are more likely to purchase with a brand that offers a mobile-friendly site.”

With the rise of mobile technology, it’s no surprise that brands are more often choosing to engage with their customers through mobile devices. Companies have seen an exponential growth in the number of mobile interactions from retail and e-commerce, to the financial services sector, to the travel and hospitality industry, and more. 

Consumers don’t always consider which channel to use when getting support, but they do consider which device they want to use. They expect their brands to be accessible 24/7 wherever they go. Communicating via mobile has become the new normal. In fact, 67% of mobile users say they are more likely to purchase with a brand that offers a mobile-friendly site. 

When communicating with mobile device users, you may need to direct certain customers to a different channel to resolve their issues based on their unique circumstances. For example, some issues cannot be resolved via SMS and need a more direct line of communication like phone support.

Companies that tailor the way they deliver support based on customer engagement methods can improve end-user satisfaction and lead to increased revenue.

How you interact with your customers using mobile devices is equally important. There is a clear difference between a mobile engagement and a more traditional delivery, such as voice or web chat. While all of these channels require swift resolution, the mobile customer wants their interaction to get straight to the point and have less back-and-forth.

Mobile customers expect clear and succinct responses when interacting with their brands. Oftentimes the customer is connecting with an organization based on an event happening in real-time, so they’re looking for immediate answers to their questions. They may want information about a product or are looking to make a purchase, so communicating with brief, concise responses as soon as possible is important to getting customers what they need.

No matter what industry you are in, understanding mobile interactions is the key to delivering an outstanding customer experience that will drive loyalty and engagement with your brand for years to come.