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In this report, Software Advice investigates the degree to which U. consumers seek support through mobile, what kinds of CX problems they encounter and how companies can avoid these problems by better utilizing software.Among popular blogs and publications in the customer service industry, there has been a lot of discussion about how to manage and improve the customer experience.This finding should serve as a wake-up call to companies that still prioritize more traditional service channels, such as phone and email, over online support that’s easily accessible via mobile.To really succeed with mobile consumers, businesses sometimes need to get creative.

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We correlated this information with responses to a separate question about their use of live chat on mobile devices.When discussing technology use—especially consumer technology—age receives the most attention.As evidenced in a Software Advice study on live chat, a consumer’s age is often a good predictor of their preferences and habits.The customer experience, or “CX,” has become critically important in consumer purchase decisions.It is determined largely by the quality of the experience customers have when they look for product information and seek support—tasks they increasingly use mobile devices for.