New research from search firm Xylogic has discovered that over 603 million applications were downloaded for iPhone and Android devices over January and March in 2012. The new results, which are taken from the five biggest markets in Europe (Germany, France, Spain, Italy and the UK), discovered that the number of downloads had increased from 552 million from the previous three months, highlighting the growing popularity of mobile applications.
The investigation which focused on the downloads of applications, from games to apps which provide customer experience management, discovered that 381 million Android programmes were selected by customers. Meanwhile, 290 million iPhone apps were downloaded. In the United Kingdom, 70.7 million iPhone applications were downloaded across April, while 161 million Android apps were accessed.
The growing market for applications, both on the iOS and Android format should be of interest to those companies with plans to extend their customer service experience to the mobile arena. Here at numero, we’re keen to highlight the growing demand for truly mobile customer relationship management and our blog has highlighted a number of examples of mobile and social CRM programmes which are designed to streamline customer relationship management.
Indeed, according to recent research by Forrester, 50 per cent of smartphone users would prefer to use a mobile customer service application to try to resolve an issue before calling phone support. In-phone software helps consumers find the solution to their own issue – whether it’s related to consumer returns or complaint management – while also giving companies the opportunity to streamline their mobile and online customer service management system.
You can discover how mobile self-service can revolutionise a customer service experience here.