Support desk staff are likely to find themselves under increased pressure from customers and co-workers needing assistance with mobile banking, with a study from Juniper finding that the number of people using the channel will almost double by 2013.
The finance sector has been one of the pioneers of internet and more recently mobile service provision, meaning that trends it follows are likely to be mirrored by other industries at a later date.
The research says the growth of smartphones and tablet computers, and consumers’ desire to monitor their finances closely in the current climate of austerity, are the main drivers towards the mobile channels, with user numbers expected to hit 530 million worldwide next year.
“As customers become comfortable with undertaking basic banking functions on their mobiles, an increasing number will adopt transactional-based banking enabled by the enhanced functionality afforded by smart devices, exposed to an all-immersive consumer experience,” says the report author Sonia Lalli.
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