Almost most two-thirds of the Americans own a smartphone. Around 19% of the Americans rely on a smartphone for accessing the Internet. This shows the increasing dependency of people on their smartphone. In October 2014 the independent U.S. think tank Pew Research Center conducted a study to the increasingly important role that smartphones play in helping Americans to access, share, and create information and communicate with others. The findings are based on a survey among 2,188 American smartphone users to the role of the smartphone in their lives. Three key findings:

1. The smartphone has become a key entry point to digital channels.

Around 64% of the adults in the US own a smartphone (from 35% in the spring of 2011). For almost 19% smartphones serve as an essential connection to the online world, because they have no or a very limited other form of high-speed Internet access at home.

tabel-01

2. The smartphone has become the new Swiss army knife.

The study shows that consumers in the US use their smartphone for more things than calling, texting, playing games or basic Internet browsing. Users are turning to their device to help them with any life event:

  • 62% to look up information about a health condition.
  • 57% to do online banking.
  • 44% to look up real estate listings or other information about a place to live.
  • 43% to look up information about a job.
  • 40% to look up government services or information.
  • 30% to take a class or get educational content.
  • 18% to submit a job application.

3. Users view smartphones as freeing, connecting, helpful, and worth the cost.

A majority of smartphone users in the US indicated that they found their device “helpful” rather than “annoying”, “connecting” rather than “distracting” and that they represent “freedom” rather than a “leash”. Smartphone users are divided on the essential necessity of mobile connectivity: 54% stated that their phone is “not always needed,” while 46% stated that it is something they “couldn’t live without”. A majority (80%) of smartphone owners describe their device as “worth the cost” while 19% described it as a “financial burden.

tabel-02

The need for self-service support tools
The results of this study once more showed how dependent consumers have become on their smartphone over the past years. They want to have their issues resolved immediately, instead of entering a long conversation with their operator’s call center. Qelp understands this necessity and has developed self-service use cases for any device, any issue and in any language. This enables operators to provide their customers a seamless online experience in which they can solve any smartphone issue themselves and stay online at any time.