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市場調査レポート

モバイルペイメントアプリケーションのサポート:2015年のレビュー

Mobile Payment App Support: Review, 2015

発行 Mercator Advisory Group, Inc. 商品コード 341604
出版日 ページ情報 英文
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=102.85円で換算しております。
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モバイルペイメントアプリケーションのサポート:2015年のレビュー Mobile Payment App Support: Review, 2015
出版日: 2015年10月08日 ページ情報: 英文
概要

当レポートでは、小売り、銀行およびペイメントアプリケーションにおける顧客サポートの新たな発展動向についてレビューしています。

本調査で言及した企業

  • Amazon
  • American Express
  • Apple
  • Bank of America
  • Capital One
  • Dunkin' Donuts
  • Google
  • H&R Block
  • Green Dot
  • LevelUp
  • Starbucks
  • Western Union
  • Moven
  • PayPal
  • Simple
  • Walmart

主な調査内容

  • モバイルの優位性を促進する主要動向の概要
  • 4つの分野においてプロバイダー16社が提供するモバイルアプリケーションのレビュー
  • 多様な分野におけるモバイルサポート機能の主な強みと弱みの分析
目次

Building a mobile-first customer support experience remains a challenge

Mercator's Emerging Technologies research report reviews new developments in customer support among retail, banking, and payment apps - See more at:

Mobile is increasingly becoming the primary channel through which consumers, younger ones especially, interact with their financial institutions. Preferences will be formed for merchants and financial service providers based on which offers the best experience on mobile. Establishing leadership on mobile will be key to securing market share among millennials as they grow older and their needs evolve.

Mercator Advisory Group's research report, ‘Mobile Payment App Support: Review, 2015’, builds on a similar Mercator effort completed in 2014 and compares customer support options of leading apps in four categories-retail, general purpose reloadable (GPR) prepaid, mobile wallet, and mobile banking.

“The problem is that a lot of companies don't spend enough time building experiences that are unique to mobile and instead just import solutions built for the desktop Web. This means an app will have FAQs that are not searchable (which is crucial on a small screen), and will require leaving the app to perform basic functions like sending a message to the customer service representative,” comments Nikhil Joseph, Emerging Technologies Analyst at the Mercator Advisory Group and author of the report.

The report contains 27 pages and 19 exhibits.

Companies mentioned in this report include: Amazon, American Express, Apple, Bank of America, Capital One, Dunkin' Donuts, Google, H&R Block, Green Dot, LevelUp, Starbucks, Western Union, Moven, PayPal, Simple, and Walmart.

Highlights of the research report include:

  • Overview of key trends driving the primacy of mobile
  • Review of the mobile apps offered by 16 providers across 4 categories
  • Analysis of key strengths and weaknesses of mobile support features in various categories
  • Identification of how to frame optimal mobile support strategy in different categories
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