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App Users Want Quick Connection to Customer Service, New Study Shows


Oct 2 - According to a study commissioned by Virtual Hold Technology, a leader in conversation strategies that bridge the self-service gap between customers and the people who can help, more than 80 percent of smartphone users with financial apps say they want a solution that enables them to easily and directly contact or request a callback from a customer service representative from their app without dialing a toll free number, starting all over, repeating account information or waiting on hold.

The study, conducted for VHT by The Adcom Group, takes a close look at consumers who use mobile apps to perform tasks in real-time. It uncovers the problems they encounter completing those tasks and also categorizes the behaviors that result. With one billion smartphones expected to be in use by 2016 and with financial apps being among the most popular with consumers, it was important for VHT to investigate the brand perceptions that are a result of both positive and negative financial mobile app experiences.

“Customers using smartphones expect in-the-moment service, literally at their fingertips. But getting through to a real person who can help finish the conversation remains quite a challenge,” said VHT CEO Wes Hayden. “Mobile apps offer new opportunities to enhance customer service, and VHT is uniquely positioned to solve this problem because, for more than a decade, our intelligent callback technology has been connecting customers who dead-end in self-service with the people who can help in contact centers.”

VHT’s mobile conversation strategy, created for businesses that care about customer relationships and brand image, helps customers achieve their goals more conveniently. The company’s new multichannel Conversation Bridge platform provides callback with context for blending automation with the human touch. It gives today’s customers the help they need at key touch points so brand interactions are seamless and therefore more satisfying. In addition, it provides companies with a simple and cost-effective tool for improving customer satisfaction.

About Virtual Hold Technology
VHT’s Conversation Bridge is a simple solution with huge impact that provides customers a consistent experience no matter how they try to contact you. VHT’s intelligent callback solutions prepare businesses for next-generation communications channels, such as mobile apps and internet-connected TV consoles, by enabling context data to be passed from these channels to existing routing and screen-pop systems. To learn more about how VHT can save your company money, optimize your customer interactions and transform your customer’s experience, visit or email info(at)