02 August 2017

Embedding communications in mobile applications

Written by Christopher Liko, Posted in Contact Center, Unified Communications

Think about how much time you spend on mobile devices through the day. For many people, the answer is “a lot,” but the actual number might be more than you think. One study showed that the average U.S. consumer spends 5 hours per day on mobile devices1. Because of this, the mobile experience is becoming increasingly natural to consumers, with mobile apps dominating their focus. In fact, 92% of users’ time on mobile is spent within apps1. Consumers are so familiar with their mobile devices that switching to another platform feels unnatural- even having to switch to a mobile browser is an unusual experience, as mobile browsers only occupy 8% of mobile activity1.

As consumers use mobile devices more frequently, they expect to be able to do everything on mobile that can be done on desktop devices. While smartphone ownership experiences a massive uptick, desktop/laptop device ownership is beginning to slow2. With this shift, businesses need to be focused on mobile to provide an optimal customer experience. What does it mean to be mobile-focused? The answer is not so simple. Below, we will outline the three stages of mobile integration. The depth of this integration often corresponds with your customers’ adoption of your mobile application.