Mobile App Users Get Lost Seeking Help, Study Shows


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Nearly One-Third of Financial App Users Give Up Without Reaching Help, More
are Frustrated

Akron, Ohio – Oct. 23, 2012 – According to a new study commissioned by
Virtual Hold TechnologyR (VHTR), a world leader in conversation strategies
that bridge the self-service gap between customers and the people who can
help, 31% of smartphone financial app users say they hung up due to long
hold times before speaking to customer service to solve their problem. Other
consumers experienced dropped calls, disconnections or were unable to reach
a customer service representative at a convenient time.

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 encountered in completing those tasks and the behavior that results.

“When customers experience a problem or a roadblock with an app, they have
to make a decision whether to give up, try again later or look for help
elsewhere,” said Eric Camulli, VHT’s vice president of marketing.
Most of the time, Camulli explained, these dead ends – situations where app
users encounter a problem they are unable to solve – force users to exit the
app and call customer service, while others use text, chat or email to reach
customer service.

“Customers stranded in an app experience rising frustration, particularly
when this experience is followed by delays in reaching customer service,”
Camulli said. “Our Conversation BridgeR solution allows customers using any
internet-connected device to tap-for-a-callback from customer service,
allowing a smooth transition from automated to human help.”

VHT’s intelligent multichannel callback solutions are integrated to include
all of the customers’ data, so customers do not have to start over, repeat
information or wait on hold.

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 companies a
simple and cost-effective tool for improving customer satisfaction.
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About Virtual Hold TechnologyR (VHTR)
VHT’s Conversation BridgeR 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 or email [email protected].

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