Reportlinker Adds Connected Devices Raise Customer Support Complexity

NEW YORK, May 5 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Connected Devices Raise Customer Support Complexity

http://www.reportlinker.com/p0188881/Connected-Devices-Raise-Customer-Support-Complexity.html

Consumers and Their Connected Devices Are More Demanding

Technological advancements in devices, connectivity and applications have had an incredible impact on customer care, because the technologies have permeated all aspects of our lives across all generations. The result is a world that demands immediate information and services, putting pressure on businesses to respond.

Today's users are gaining more power and influence because social media lets them share and communicate negative experiences anytime, anywhere—in 140 characters or less in some instances. Ninety percent of businesses report that their customers are more demanding now than in the past. This is reflected in Yankee Group's recently published customer satisfaction results for mobile carriers (see the October 2009 report "Verizon Wins the Race for Satisfied Mobile Customers, by a Nose" and the March 2010 report "Canadian Mobile Carriers Struggle to Build Customer Loyalty").

On average, customer service, support and problem resolution are significant pain points for communications service providers (CSPs). With the rapid adoption of connected devices such as netbooks, smartphones, media players and TVs, CSPs are facing escalating support costs for products that not only are increasingly complex, but also expand the CSPs' support responsibilities into areas that don't necessarily match their expertise.

To order this report:

Wireless Technology Industry: Connected Devices Raise Customer Support Complexity

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SOURCE Reportlinker