Announcement posted by LogMeIn 24 Jun 2016
SYDNEY, Australia – 24 June 2016 – A new study by LogMeIn, Inc. (Nasdaq:LOGM) and research firm Vanson Bourne reveals that companies are falling woefully short when it comes to delivering a satisfying mobile experience for customers. The research showed that on average only 52 percent of respondents globally reported that they were satisfied with their last mobile engagement with a business. With 91 percent of respondents unlikely to do business with a company following a bad mobile experience, these results are incredibly problematic.
Mobile is quickly emerging as a vital component for eCommerce with respondents reporting that 18 percent of all of their purchases in the last year were made on mobile devices and 72 percent of consumers have made at least one purchase via their mobile device in the last year. It is estimated that by 2018, 50 percent of all eCommerce purchases will be made via a mobile device[1], so it’s more important than ever for company to plan for this next era of customer engagement.
Conducted by research specialist Vanson Bourne on behalf of LogMeIn, makers of the popular customer engagement solution, BoldChat, the survey explores how consumers communicate with organisations through mobile devices, their expectations and experiences. 8,000 consumers were surveyed across the United States, Europe, and India, with 1,000 in Australia and New Zealand.
Among the key findings is that mobile is a critical part of the shopping experience for both purchase and product research engagements. 42 percent of respondents reported that they regularly use their mobile device to research products or services before buying, while 62 percent will actually purchase these products or services on their mobile device.
Other key findings include:
“There are more ways than ever for companies to engage with customers and mobile is a vital part of a company’s eCommerce success, said Dave Campbell, vice president of product marketing for customer engagement and support and LogMeIn. “Customers expect a seamless experience and access to information across all of the channels and devices they use. While not meeting these demands can come with an enormous price tag, a good mobile experience can create a competitive differentiator, drive revenue, and turn prospects into loyal customers.”
[1] BI Intelligence Report: The Internet of Everything 2015
Additional resources:
About the Research / Methodology
This paper was written by Vanson Bourne in collaboration with BoldChat by LogMeIn. The survey was comprised of 8,000 consumers across the United States, Europe, India and Australia & New Zealand who have used a mobile device for communicating with a company regarding a purchase, or for another reason. Responses were gathered through a web-based survey program in February 2016. The survey looked at how consumers communicate with organizations through mobile devices, what their expectations and experiences have been. In 2015, 5,003 consumers were interviewed with a similar questionnaire.
About LogMeIn, Inc.
LogMeIn, Inc. (Nasdaq:LOGM) simplifies how people connect to each other and the world around them. With millions of users worldwide, our cloud-based solutions make it possible for people and companies to connect and engage with their workplace, colleagues, customers and products anywhere, anytime. LogMeIn is headquartered in Boston with offices in Bangalore, Budapest, Dublin, London, San Francisco and Sydney.
Media contacts:
Gloria Lee and Miguela Considine
Espresso Communications on behalf of LogMeIn
Ph +61 2 8016 2200
Logmein@espressocomms.com.au
Mobile is quickly emerging as a vital component for eCommerce with respondents reporting that 18 percent of all of their purchases in the last year were made on mobile devices and 72 percent of consumers have made at least one purchase via their mobile device in the last year. It is estimated that by 2018, 50 percent of all eCommerce purchases will be made via a mobile device[1], so it’s more important than ever for company to plan for this next era of customer engagement.
Conducted by research specialist Vanson Bourne on behalf of LogMeIn, makers of the popular customer engagement solution, BoldChat, the survey explores how consumers communicate with organisations through mobile devices, their expectations and experiences. 8,000 consumers were surveyed across the United States, Europe, and India, with 1,000 in Australia and New Zealand.
Among the key findings is that mobile is a critical part of the shopping experience for both purchase and product research engagements. 42 percent of respondents reported that they regularly use their mobile device to research products or services before buying, while 62 percent will actually purchase these products or services on their mobile device.
Other key findings include:
- Speed is key
- Mobile commerce puts pressure on support
- Human interaction is imperative; proactive chat is growing
- Security and other issues hindering mobile spending
“There are more ways than ever for companies to engage with customers and mobile is a vital part of a company’s eCommerce success, said Dave Campbell, vice president of product marketing for customer engagement and support and LogMeIn. “Customers expect a seamless experience and access to information across all of the channels and devices they use. While not meeting these demands can come with an enormous price tag, a good mobile experience can create a competitive differentiator, drive revenue, and turn prospects into loyal customers.”
[1] BI Intelligence Report: The Internet of Everything 2015
Additional resources:
- Full Report: Effective Mobile Engagement Report, 2016
- Blog: It’s Do or Die Time for Mobile Engagement Strategies
- Infographic
About the Research / Methodology
This paper was written by Vanson Bourne in collaboration with BoldChat by LogMeIn. The survey was comprised of 8,000 consumers across the United States, Europe, India and Australia & New Zealand who have used a mobile device for communicating with a company regarding a purchase, or for another reason. Responses were gathered through a web-based survey program in February 2016. The survey looked at how consumers communicate with organizations through mobile devices, what their expectations and experiences have been. In 2015, 5,003 consumers were interviewed with a similar questionnaire.
About LogMeIn, Inc.
LogMeIn, Inc. (Nasdaq:LOGM) simplifies how people connect to each other and the world around them. With millions of users worldwide, our cloud-based solutions make it possible for people and companies to connect and engage with their workplace, colleagues, customers and products anywhere, anytime. LogMeIn is headquartered in Boston with offices in Bangalore, Budapest, Dublin, London, San Francisco and Sydney.
Media contacts:
Gloria Lee and Miguela Considine
Espresso Communications on behalf of LogMeIn
Ph +61 2 8016 2200
Logmein@espressocomms.com.au
[1] BI Intelligence Report: The Internet of Everything 2015