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Research and Markets: Customer Support Delivered in Mobile Payment Comparison Report

Research and Markets ( has announced the addition of the "Comparing the Customer Support Delivered in Mobile Payment" report to their offering.

Comparing the Customer Support Delivered in Mobile Payment Applications, explores the ways in which mobile applications for payments products address customer service through native, in-application approaches. Strengths and weaknesses of leading applications are evaluated and current market trends and future opportunities identified in the categories of closed-loop networks, mobile wallets, prepaid providers, and banking mobile applications.

Mobile application customer service is increasingly essential for brand management. Besides still widely utilized traditional touch points including phone support, website links, and extensive FAQs, innovative trends in mobile payment products include native, in-application customer service support that allows the end users to navigate within the app to find answers to questions or problems instead of being redirected outside the app via phone or online.

The report ranks selected mobile apps by number of customer service touch points, indicating which category and which particular apps are the most advanced and which are most innovative. Conversely, it points out which categories are underdeveloped and have space for products to differentiate themselves through strong mobile presence and in-app customer service.

The report highlights aspects of mobile support that the applications surveyed lacked that can be expected in the future. Moving toward in-application diagnostic abilities and real-time chat support, mobile app customer service will focus on minimizing the time burden of manual input of information by gathering the system and application data and communicating this information to customer service representatives.

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Merchant Mobile Applications

  • Starbucks Mobile Application
  • Dunkin' Donuts Mobile Application
  • Amazon Mobile Application
  • Subway Mobile Application
  • Merchant Mobile Application Summary

4. Mobile Wallet Applications

  • Passbook Mobile Application
  • PayPal Mobile Application
  • Square Wallet Mobile Application
  • Google Wallet Mobile Application
  • Mobile Wallet Application Summary

5. GPR Prepaid Provider Mobile Applications

  • Green Dot Mobile Application
  • NetSpend Mobile Application
  • H&R Block's Emerald Card Mobile Application
  • RushCard Mobile Application
  • Serve by American Express Mobile Application
  • Prepaid Provider Mobile Application Summary

6. Banking Mobile Applications

  • Bank of America Mobile Application
  • US Bank Mobile Application
  • Simple Mobile Application
  • GoBank Mobile Application
  • Mobile Banking Application Summary

7. Current Trends in Mobile App Customer Service: Built-in App Support

8. What's Missing in Mobile Application Customer Service

Companies Mentioned

  • Amazon
  • American Express
  • Apple
  • Bank of America
  • Contact Solutions
  • Dunkin' Donuts
  • GoBank
  • Google
  • Green Dot Mobile
  • H&R Block
  • Helpshift
  • NetSpend
  • PayPal
  • RushCard
  • Simple
  • Square
  • Starbucks
  • Subway
  • US Bank
  • Zendesk

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