VIDEO-ENABLED CUSTOMER ENGAGEMENT COMES OF AGE
83% OF CONSUMERS AGES 18 – 29 HAVE A SMARTPHONE
$75,000+
1
25%
2 BILLION
OF INTERNET USERS ACCESS THE INTERNET THROUGH THEIR MOBILE DEVICES TODAY 2
BY THE END OF 2015 3
34%
SMARTPHONE USERS
?
OF AMERICANS WITH A HOUSEHOLD INCOME OVER $75,000 A YEAR HAD EXPERIENCE WITH VIDEO CALLING 4
75% OF KINDLE FIRE HDX CUSTOMER QUESTIONS NOW COME VIA THE AMAZON MAYDAY BUTTON 5
OVER 100 OF THE 500 LARGEST GLOBAL BUSINESSES WILL INTRODUCE 6 VIDEO-BASED CHAT BY 2018 FOR CUSTOMER-FACING INTERACTIONS
88%
OF BANKS RATE MOBILE BANKING APPLICATIONS AS A HIGH INVESTMENT PRIORITY 7
CUSTOMERS WHO ARE FULLY ENGAGED BRING
37%
MORE REVENUE
THAN CUSTOMERS WHO
ARE ACTIVELY DISENGAGED 8
1
2
3
4
5
6
7
8
78%
OF BANKS REPORT INCREASING INVESTMENT ON CUSTOMER SERVICE AND CUSTOMER EXPERIENCE 7
FULLY ENGAGED POLICY
OWNERS PURCHASE MORE
22%
PRODUCT
TYPES
THAN ACTIVELY DISENGAGED
POLICY OWNERS DO 8
Pew Research Center, February 27, 2014 http://www.factbrowser.com/facts/14672/ DazeInfo, “Internet Around the World: 25% People Access Internet Through Mobile Devices!”, April 3, 2014 http://dazeinfo.com/2014/04/03/internet-around-world-25-people-access-internet-mobile-devices/ DazeInfo, “2 Billion Smartphone Users By 2015: 83% of Internet Usage From Mobiles”, January 23, 2014 http://dazeinfo.com/2014/01/23/smartphone-users-growth-mobile-internet-2014-2017/ Mashable, “One in Five Americans Make Video Calls”, October 13, 2010 http://mashable.com/2010/10/13/video-calling-stats-pew/ Amazon.com, “75% of Kindle Fire HDX Customer Questions Now Come via the Mayday Button - Average Response Time is Just 9.75 Seconds”, June 13, 2014 http://www.businesswire.com/news/home/20140613005080/en/75-Kindle-Fire-HDX-Customer-Questions-Mayday#.VRBjgUKZDjQ\ Gartner, “Gartner Report Highlights Growth of Contextualized Video Chat Support”, January 9, 2015 http://www.onsip.com/blog/2015/01/09/gartner-report-highlights-growth-of-contextualized-video-chat-support Efma, “Innovation in Retail Banking 2014”, October 2014 http://www.efma.com//index.php/resources/studies/detail/EN/1/507/1-195YPE SAP, “44 Facts Defining the Future of Customer Engagement”, October 13, 2014 http://www.news-sap.com/44-facts-defining-future-of-customer-engagement/
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