mobile marketing customer serviceIBM Tealeaf and eConsultancy teamed up to conduct the third annual “Reducing Customer Struggle” report. They surveyed more than 500 business professionals working for companies involved in ecommerce and e-business.  Survey was conducted in March and April 2013.

Jay Henderson, Global Strategy Program Director, IBM Smarter Commerce participated as guest on our #GetRealChat Twitter chat 6/18/13 to share the top findings of the study.

Below are a few of the highlights from the study as well as #GetRealChat Storify report and links to the full transcript.

Key Highlights of the “Reducing Customer Struggle” Report:

  • Increased investment and focus on mobile channels but optimization challenges remain.
  • 72% Companies plan to ramp up mobile marketing.
  • The proportion of responding companies who say mobile accounts for more than 20% of their traffic has more than doubled the past 12 months.
  • The proportion of customers purchasing products directly using a mobile device has also increased. 48% of organizations surveyed reporting transactional mobile activity. This is up from 43% last year.
  • 40% of companies agree delivering a positive customer experiences is harder on mobile than the web.
  • Just under 30% of responding organizations describe their understanding of the mobile user experience as “excellent” or “good”.
  • More than 55% companies surveyed indicated they have developed a mobile optimized site, with 44% having developed an iPhone app and 33% developed an Android app.
  • North American organizations are more likely to have a dedicated mobile team than those based in Europe.

Learn more about the “Reducing Customer Struggle” Report Here: 

Full #GetRealChat transcript and statistics.

#GetRealChat Twitter Chat CommunityBelow is the Storify recap and transcript summary with highlights of the #GetRealChat discussion.