VHT Publishes Mobile Customer Experience Solutions Benchmark Study


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Akron, Ohio – Oct. 31, 2012 – The complete results of a benchmark study
conducted by The Adcom Group for Virtual Hold TechnologyR (VHTR), 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 BridgeR 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.

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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
www.conversationbridge.com or email [email protected].

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