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by Virtual Hold Technology - September 18, 2013

NEW STUDIES:

Financial Apps Among Most Used, Study Shows
51% of Smartphone Users Say They Use Financial Apps

Akron, Ohio – According to a new study commissioned by Virtual Hold Technology® (VHT®), a world leader in conversation strategies that bridge the self-service gap between customers and the people who can help, 50.7% of smartphone users say they have downloaded and used financial apps. The study, conducted for VHT by The Adcom Group, investigates how customers engage with brands using smartphones. It takes a close look at consumers who use mobile apps to perform a variety of tasks in real time, the problems they encounter completing those tasks and the behavior that results.

“The popularity of financial apps is just one example of customers today using technology to contact companies to complete tasks and achieve goals in real-time, making solutions for bridging the gap to help when self-service fails more relevant than ever,” said Eric Camulli, VHT’s vice president of marketing. “Our Conversation Bridge tap-for-a-callback solution allows customers to serve themselves whenever possible and to get help easily whenever necessary.”

According to the study, Entertainment/Games apps are the most popular smartphone apps (82.3%) followed by Social Media apps (79.8%), News/Reading (72%), Financial apps (50.7%) and Productivity apps (45.3%). More than 70% of financial app users encountered problems attempting to complete tasks, and 80% say they want a customer service solution that enables them to directly contact or request a callback from customer service from their smartphone or any internet-enabled device.
The one billion smartphones expected to be in use by 2016, satellite connectivity, Wi-Fi hotspots and the proliferation of mobile apps are changing the way customers interact with companies and the way consumers view brands. 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, intelligent 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, while companies experience a simple and cost-effective tool for improving customer satisfaction.

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App Users Want Quick Connection to Customer Service, New Study Shows
80% of Financial Mobile App Users Want to Escape Self-Service, VHT Benchmark Study Reveals

Akron, Ohio – According to a study commissioned by Virtual Hold Technology® (VHT®), a world leader in conversation strategies that bridge the self-service gap between customers and the people who can help, more than 80% of smartphone users with financial apps say they want a solution that enables them to easily and directly contact or request a callback from a customer service representative from their app without dialing a toll free number, starting all over, repeating account information or waiting on hold.
The study, conducted for VHT by The Adcom Group, takes a close look at consumers who use mobile apps to perform tasks in real-time. It uncovers the problems they encounter completing those tasks and also categorizes the behaviors that result. With one billion smartphones expected to be in use by 2016 and with financial apps being among the most popular with consumers, it was important for VHT to investigate the brand perceptions that are a result of both positive and negative financial mobile app experiences.
“Customers using smartphones expect in-the-moment service, literally at their fingertips. But getting through to a real person who can help finish the conversation remains quite a challenge,” said VHT CEO Wes Hayden. “Mobile apps offer new opportunities to enhance customer service, and VHT is uniquely positioned to solve this problem because, for more than a decade, our intelligent callback technology has been connecting customers who dead-end in self-service with the people who can help in contact centers.”
VHT’s mobile conversation strategy, created for businesses that care about customer relationships and brand image, helps customers achieve their goals more conveniently. The company’s new multichannel Conversation Bridge platform provides callback with context 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. In addition, it provides companies with a simple and cost-effective tool for improving customer satisfaction.
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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 info@virtualhold.com.








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