Home Infographic: Mobile Apps and Customer Engagement

Infographic: Mobile Apps and Customer Engagement

ClickFox has put together an infographic on the effectiveness of mobile apps for customer engagement. If you’re deciding whether your business need a mobile app, you might want to take a look at this as additional data. If you’re in dining, maybe not. If you’re in mobile banking, and looking at an iOS app, maybe so.

The numbers for the infographic are taken from ClickFox’s “Mobile Apps Consumer Survey” from October 2011.

Some of the “stats” here are just a bit silly, to make a point. For instance, ClickFox points out that “almost half” of those surveyed will use mobile apps more than 10 times a day. But they only shower up to 2 times a day, and brush their teeth up to 3 times per day. Drawing a conclusion from that seems just a little on the silly side.

What You Need to Know

Silliness aside, ClickFox does tell you a few things you need to know. For example, 73% of the respondents use mobile apps to make a purchase or “assist with a buying decision.” Not surprisingly, Apple users lead the pack here with 81% saying they use apps in this way, and 72% of Android users. BlackBerry users are apparently too depressed over the state of RIM to be thinking much about buying anything, only 63% said “yes” to this one.

Mobile apps are hugely popular for customer service, according to ClickFox with 78% of users reporting

Customer service is huge on mobile, though its full potential isn’t being tapped by all businesses. A whopping 78% of the people who responded to ClickFox reported using mobile apps for customer service. Types of apps that are most used for customer service? Mobile banking at 30%, followed by travel at 26%, and dining at only 16%. Utilities are missing out, with 60% of the respondents saying they never use mobile apps to handle utilities – but 77% would find utility apps useful.

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