Research finds that smartphone users want apps, not help desksA comprehensive study of smartphone users carried out recently by Alcatel-Lucent in Brazil, Japan, the UK and the US has found that consumers prefer to avoid dealing with service provider help desks, and that there is growing evidence of a preference for using app-based self-service tools to resolve many common service issues. © blankstock – 123RF.com The market research found that:
The study, conducted with the market research firm Penn Schoen Berland, surveyed 5,500 consumers smartphone users who had strong input/influence when it comes to communication purchases. The research looked at a range of consumer trends in mobile communications, including how smartphone users prefer to interact with large companies, use of Voice over LTE (VoLTE) and Voice over Wi-Fi, wearable devices, future communications including connected vehicles, and customer experience management. MethodologyThe survey interviewed 2,500 consumers in the US, plus 1,000 each in Brazil, Japan and the UK. They were asked to give their thoughts on:
Josh Aroner, Vice-President, IP Platforms Marketing of Alcatel-Lucent, said: "Customer experience management is a primary focus for communications service providers worldwide. Keeping customers happy and, at the same time, alleviating strain on call centres, can be complex and challenging. This market research sets forth the critical areas where CSPs can effectively offer a self-help approach to give customers greater control over their service and more efficiently manage help desk operations." |