SOURCE: Virtual Hold Technology
AKRON, OH--(Marketwire - Oct 31, 2012) - The complete results of a benchmark study conducted by The Adcom Group for Virtual Hold Technology® (VHT®), a world leader in conversation strategies that bridge the self-service gap between customers and contact centers, are available for download at www.virtualhold.com/financialresearch. The VHT Customer Experience Benchmark Study was conducted to investigate how customers engage with brands using smartphones. It takes a close look at consumers who use financial mobile apps to perform a variety of tasks in real time, the problems they encounter and the behavior that results.
Though financial apps are among the most popular smartphone apps used today, 70% of users have experienced points of frustration that limited their ability to achieve their real-time goals. When these problems cannot be quickly and easily resolved, the study shows these customers experience increasing frustration that results in negative consequences for the brand.
"Customers expect mobile apps to help them complete tasks. It's a moment of truth for the business, and when the app fails to meet their needs, customers become frustrated and are less likely to use the app again," said VHT CEO Wes Hayden. "The complete results of our study shed light on customer interactions with apps and the need to improve the transition from automated self-service to human help."
Customers today live in-the-moment, and they communicate with brands while they are on-the-go or multitasking. VHT's mobile conversation strategy, created for businesses that care about customer relationships and brand image, helps consumers achieve their goals more conveniently. The company's new Conversation Bridge® is a simple, multichannel solution for blending automation with the human touch. It gives today's customers the help they need at key touch points so brand interactions are seamless and therefore more satisfying, and provides companies with a simple and cost-effective tool for improving customer satisfaction.
About Virtual Hold Technology® (VHT®)
VHT's Conversation Bridge® is a simple solution with huge impact that provides customers a consistent experience no matter how they try to contact you. VHT's intelligent callback solutions prepare businesses for next-generation communications channels, such as mobile apps and internet-connected TV consoles, by enabling context data to be passed from these channels to existing routing and screen-pop systems. To learn more about how VHT can save your company money, optimize your customer interactions and transform your customer's experience, visit www.conversationbridge.com or email firstname.lastname@example.org.