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The Future of Customer Experience on Mobile

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Learn how an optimized mobile experience can improve the customer experience by ensuring there's no friction and it's easy to use.
Category: Mobile Messaging
Subject: Interaction, Mobile CX Design
Detail: Beginner
Author: Robin Ng

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About Robin Ng

Robin Ng is the Senior Vice President of the APAC region for Soprano Design, leading a global team of sales professionals located permanently in Australia, Southeast Asia, and New Zealand. He has been working for the company since July 2009 and he is based in Singapore. Do you want to read more articles written by Robin? Click below or visit his LinkedIn page.

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Mobile And The Future Of Customer Experience

When it comes to content consumption and purchases, mobile has well and truly taken the throne. You might forget your wallet when you leave home but chances are you NEVER forget your mobile phone!

For online-only businesses and those that have an omnichannel approach, it’s more critical than ever to deliver the best possible customer experience (CX) on mobile. Here’s why:

  • According to Stat Counter, over 52% of all internet traffic now comes from mobile.
  • In the next two years, it is predicted that over half of the total e-commerce sales will take place on mobile.
  • A Walker Study found that by the end of 2020, customer experience will surpass price and product as the key brand differentiator.

How to measure the effectiveness of a customer mobile experience

There are two key measures of an optimized mobile experience:

  • Make it really fast

Today’s customers have high standards for loading times. According to Google, a one-second delay on mobile can impact conversion rates by up to 20%.

So how fast is fast enough? Businesses should aim to load their website or app within 3 seconds. The faster you load, the more likely your customers will browse and add additional products to their orders.

  •  Make it really easy to use

With technologies such as fingerprint, iris and facial recognition on mobile devices, access to mobile services should be elegant and simplified.

Any friction in your mobile experience will increase the bounce rate. Common causes of friction include: complicated app setup or onboarding process, confusing navigation, and too many form fields.

What’s next for mobile CX?

Customers will continue to expect mobile experiences to be fast, intuitive, and engaging, even when their journey spans multiple devices.

In the enterprise messaging space, Rich Communication Services (RCS) has been touted as the SMS replacement for the future, enabling device-agnostic mobile messaging services capable of delivering and receiving rich content such as images, videos, audio, and forms. This will allow service providers to provide a seamless and rich experience for their customers.

Areas like mobile messaging technologies will be evolving quickly over the next 5 years. The biggest challenge in the near future will be the rate of adoption of new technologies by consumers as well as mobile network operators to form an effective ecosystem.

How Soprano Design is paving the way for mobile CX and mobile messaging

 At Soprano Design, we have a world-class carrier-grade platform used by people all over the world for their enterprise messaging needs. We upgrade the platform every six weeks to ensure that our customers are harnessing the latest messaging technology.

Our mobile platforms are used by over 25 Global Fortune 500 companies, leading financial institutions, and large government agencies in four major world regions. Our award-winning engineering and innovation has led to powerful and fully-integrated mobile experiences for our clients.

If you’re ready to deliver a cutting-edge mobile experience for your customers, find more more about we do at Soprano Design.