This report presents our findings of a recent survey of U.S. consumers and their use of mobile devices to seek customer support.

1. Software Advice IndustryView:
Improve CX with Mobile Support
Trends and best practices from the industry

2. This report presents the findings of a recent Software Advice survey of U.S.
consumers and their use of mobile devices to seek customer support. These
findings reveal consumers are looking for support much more often than
expected and also that they frequently encounter usability problems.
Abstract

3. Younger generations use their mobile phones frequently, including to seek customer
support. Unexpectedly, such a large portion of all generations do as well.
Customers Using Mobile Support More Than Once per Month
18 - 24
25 - 34
35 - 44
45 - 54
55 - 64
65+
0% 10% 20% 30% 40% 50% 60% 70% 80%
26%
38%
60%
75%
65%
77%
Percent of sample N = 311

4. A majority, 63 percent, of U.S. consumers use mobile devices to look for answers
about a product or service a few time per month or more.
U.S. Population: Frequency of Seeking Customer Support on Mobile
A few times per week24%
A few times per month39%
A few times per year19%
Never use phone for this11%
Phone cannot do this8%

5. A surprisingly high number report having used live chat on mobile devices. There is
a correlation between early-adopter status, though it’s not perfectly linear.
Use of Live Chat on a Mobile Device, by Tech-Adopter Status
18%
Late tech-adopters
Rarely first to buy new
technology products
47%
Average tech-adopters
Sometimes first to buy
new technology products
35%
Early tech-adopters
Very often first to buy new
technology products

6. Topping the list are problems with pages displaying and loading incorrectly, leading
to and including difficulty navigating the page, cited by 90 percent.
CX Issues Encountered When Seeking Information on Mobile Sites
Percent of sample N = 311
Search results unhelpful
Slow load time
Site not searchable
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
20%
40%
75%
90%
Incorrect display/
difficult to navigate

7. Software Advice™ is a trusted resource for software buyers. The company's
website, www.softwareadvice.com, provides detailed reviews, comparisons and
research to help organizations choose the right software. Meanwhile, the company’s
team of software analysts provide free telephone consultations to help each
software buyer identify systems that best fit their needs. In the process, Software
Advice connects software buyers and sellers, generating high-quality opportunities
for software vendors.
@SoftwareAdvice /company/software-advice
@SoftwareAdvice/SoftwareAdvice
Read about our findings in more detail.Read Report