What do we really want from our branded, self-service mobile apps? The numbers tell a mixed story. Usage data shows we appreciate instant access to the companies we do business with via mobile apps aimed at taking the heavy lifting out of resolving customer service issues and questions. Meantime, a raft of reports suggests the appeal of instantly downloading the latest apps is losing its luster.
But rather than speculate about consumer attitudes toward customer service apps Nuance teamed up with Vocalabs to find out what consumers really think about their self-service apps. The findings are a wake up call for companies everywhere.