Businesses losing millions due to poor customer support on mobile

June 30, 2016 9:44

Australian businesses are losing millions in revenue because of poor service and substandard customer experiences when using mobile phones, leading to users cancelling or not renewing their subscriptions or agreements.

Model Release: FHJAEDGA, Property Release: 1, Location: State Transit Bus, Sydney Australia | date created: 2007:01:10

The 2016 Effective Mobile Engagement Report warned that a vast majority of consumers used their mobile phone to find support from businesses, either via phone call or through an email, with 85% saying they would be unlikely to do business again with a company after a bad mobile experience.

“This shows that a dissatisfactory mobile experience will not just be a case of losing one or two sales occasionally, but potentially losing a customer for a long period – perhaps forever,” the report warned.

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Simon Canning

Simon Canning was Mumbrella's marketing and advertising editor from 2015-2017. In a career spanning journalism and communications over more than 30 years Simon has become one of Australia’s most respected analysts and commentators on the advertising, marketing and media industries. A regular commentator on radio and TV, Simon has also worked in media in the US and UK .

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