Empowered Consumers in 2013: Forging Connections to the Mobile Web

Empowered Consumers in 2013: Forging Connections to the Mobile Web

The Mobility Movement and Web-based Customer Interactions

RELEASE DATE
08-Jan-2013
REGION
North America
Deliverable Type
Market Research
Research Code: 9857-00-27-00-00
SKU: IT00124-NA-MR_01118
AvailableYesPDF Download
$1,500.00
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SKU
IT00124-NA-MR_01118
$1,500.00
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Description

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

Introduction - The Mobility Movement and the Web

Evolution of Mobile Apps as a Channel

Mobility Changes the Conversation

Interaction Challenges

Supplier Solutions

Summary and Recommendations

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.
More Information
Deliverable Type Market Research
No Index Yes
Podcast No
Author Nancy Jamison
Industries Information Technology
WIP Number 9857-00-27-00-00
Is Prebook No