Banks and mobile operators lead the way in mobile customer care and user experience. Thats the conclusion of a study conducted by mobile marketing and customer self-service solutions provider Movidilo.
Having carried out a sector breakdown, the company, which offers multimedia customer care solutions for the mobile interface, found that banks and mobile operators are more likely to invest in mobile self-service solutions for their customers over other industries.
The beauty of the mobile is its ability to make life easier for the customer, says Movidilo VP, Martin Gossling. Multimedia mobile technology lets consumers access the key services they need via content delivered to their mobile phone, and can take away the hassle of lengthy calls and online searches which arent practical every time you need to top up your phone card or check your bank balance.
The stufy found that the insurance and utility sectors seem to be less aware than banks and mobile operators of the potential for mobile customer experience tools to ensure customer satisfaction. Movidilo notes that user-friendly mobile customer care technology for these companies can provide a better service for the customer, allowing them to access their claims and gas bills via the mobile at a time convenient to them, for example.
In difficult times, the added extras such as a positive user experience make a big difference, especially in a dog eat dog world like insurance where only the fittest will survive, says Gossling. It seems these industries are failing to reap the mutual benefits of customer care, and are no doubt suffering high churn rates.