Rise in demand for self-service via mobile devices

Demand for self-help via mobile devices is on the increase, which increases the demands on both self-service solutions and support content.

Smartphones and other mobile devices are widely used by companies. We're either given a company phone or we take our own smartphone to work (Read more about Bring Your Own Device, BYOD). Questions can arise at any time during the day. We always carry our smartphone with us. If support is needed, we're increasingly tending to use our mobile devices to find answers to our questions.

According to a report from "The Zendesk Benchmark Q2 2013", which is based on answers from 16,000 companies in 125 countries, 26% of respondents used a mobile device to obtain help via self-service compared with 17% during the same period last year.

This places greater demands on support functions to provide support content for these devices as well as a self-service solution that adapts to whether you're using a smartphone, tablet PC or computer.

According to the report, users' access to self-service content via their mobile has increased by 50% in the past year. The trend is heading sharply upwards, and we'll no doubt be seeing a continued increase to continue to meet users' needs.

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