Launching an App Strategy, continued. How Utilities Use Mobile Apps
Utility customers continue to go mobile, and 92% of utility companies now offer a mobile website or app. Of the time spent on all mobile apps, users are spending 10% of that time in utility apps. These customers are increasingly looking for specific attributes on mobile to simplify their task completion: ease of use, performance, account access, billing and emergency information. However, only 25% of brands have basic bill pay functionality in their apps.
According to J.D. Power, it currently takes more than two minutes to find relevant emergency information on a mobile site. Mobile apps’ superior performance and context-aware design present an opportunity to make the mobile utility customer experience even stronger!
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