Financial Services Companies Offering Mobile Apps Get Bad Marks on Customer Service - TMCnet's Financial eNews

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» Financial Home   10/24/2012

Featured Articles » OnX Joins Finteligent Trading Technology Community » Visa Resolves Issues with Nigerian Corporate Spending » Congress May Soon Try to Enact Compromise Law Regarding Expanded Sales Tax on Online Purchases » TravelText Releases New Expense Capture System for Concur Users and Clients   Sponsored By: Mobile Commerce Zone Conference & Expo - November 27-29, 2012 - South San Francisco Conference Center - San Francisco, CA Mobility Commerce is about the motivation mobile marketing brings to mobile buying descisions. Whether you walk in the store to pay or pay via mobile, the role of marketing in a mobile world is becoming contextual and immediate. Learn how make the connection between money and marketing in the mobile world.   Top Stories » Paycom Unveils its Robust Talent Management Suite » Fiserv Deploys Agiliance Financial Services for Big Data Risk Management » New Solution from Autonomy Enables Financial Institutions to Address Compliance Regulations » Agio Adds Global Relay Archiving, Messaging and Compliance Services to Hedge Fund Solutions Portfolio   From The Expert Corner October 23, 2012 Financial Services Companies Offering Mobile Apps Get Bad Marks on Customer Service By Tracey E. Schelmetic , TMCnet Contributor Mobile apps for financial services customers that can connect users to a live agent…great idea, right? Sure it is, in practice. It turns out that many financial services organizations that offer mobile apps could use a lot more practice. According to a new study commissioned by self-service technology solutions provider Virtual Hold Technology (News - Alert) and carried out by The Adcom Group, 31 percent of users of smartphone financial apps say they have had to hang 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 investigated how customers engage with brands using smartphones. It took 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... Read More    Featured Videos Interview with Spindle    Featured Resources » The Business Value in Balancing Call Center Efficiency with Customer Satisfaction » Benchmarking in the Contact Center: Tips for Managing what you Measure » Zero Payment Data: Keep Call Centers and Phone Interactions Secure   TMCnet's Blogs » Banks, The Latest Threat to Groupon and LivingSocial » Zayo Grabs First   Featured Channels » Telecom Expense Management » Least Cost Routing » Enterprise Mobile Solutions   Advertise With Us   General advertising Info: Click here      Become a TMCnet columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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