Empowered Consumers in 2013: Forging Connections to the Mobile Web

The Mobility Movement and Web-based Customer Interactions

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This Market Insight examines the convergence between mobile consumers and online communications, which can be referred to as “the mobile Web”, and the effect this is having on the way businesses deliver customer service. Although consumers prefer direct access to the Web as a primary contact channel, mobile applications are gaining momentum. Today mobile contact solutions connect mobile apps with the Web, automated and live agent customer care, sales, and billing.

Table of Contents

Empowered Consumers in 2013: Forging Connections to the Mobile WebEmpowered Consumers in 2013Introduction - The Mobility Movement and the WebEvolution of Mobile Apps as a ChannelMobility Changes the ConversationInteraction ChallengesSupplier SolutionsSummary and Recommendations




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