Brands aren't doing enough to meet their customers' expectations for mobile communication, according to a new survey. The study, by web convergence company tyntec and technology research specialist Ovum, of 1000 people in the US and Germany finds that customers prefer to interact with customer service agents using different communication channels depending on where they are in the transaction process, and that they expect service providers to be effective using mobile. New IP-based communication channels like OTT chat apps (over-the-top apps that bypass carrier charges for texting, WhatsApp for example) are identified as a significant untapped opportunity, with 50 percent… [Continue Reading]
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