Effective Mobile Engagement 2015: Putting a Value on Mobile Engagement


In our recent survey on mobile engagement, we asked respondents a number of questions about their mobile spending habits. Our goal was to come up with a rough approximation of just what mobile engagement is “worth”, and what’s at stake for vendors who fail to provide their customers with an excellent mobile experience.

Among our survey population – 5,000+ individuals, worldwide – 84% conducted some type of mCommerce transaction in the past year. For those who made a mobile-based purchase, the aggregate spending was between $1.4 and $3.4 million. We also asked those who’d shopped via mobile to think about their most recent transaction, and found that 24% had had a previous mobile engagement with the vendor.



Offering these shoppers a less-than-excellent mobile experience could have put an actual purchase at risk. For our survey population, the 24% risk factor would translate into $342K to $805K. But, if you think about the hundreds of billions of dollars the mCommerce market is valued at, there’s a lot at stake if a vendor doesn’t get the mobile experience right. Will the consumer still make their purchase? More than likely they will, but some spending may evaporate. And even more likely, a significant proportion will go to another vendor that’s doing a better job with mobile engagement.

It’s also interesting to note that respondents who’d had a previous mobile engagement with the vendor spent nearly 20% more than those who’d gone directly to the purchase phase. Bottom line: mobile engagement matters.

Full survey results are detailed in our research report, Effective Mobile Engagement 2015.


[INFOGRAPHIC] The Evolution of Work

How we get work done has changed dramatically over the last 10 years. At that point, almost 50% of people were still tied to their desks to complete work effectively, and offices were topped with a desktop computer, printers, and even fax machines. Now you’re hard pressed to find a fax machine, and maybe even a printer in your office. This is because we rely on cloud app technology that allows us to conduct business in the cloud. In fact, 56% of people use financial or bookkeeping cloud apps for work and more than half use productivity apps like project management or file sharing.

The rise of cloud apps has transformed the concept of an office; work is no longer defined by four walls and a desk with your nameplate. Nearly 80% of people worked remotely in the last six months, and almost all (96%) businesses see mobility as important for employees to be productive and efficient in today’s workplace.

We recently surveyed 1,000 full-time employees across the United States to define how they used to work and how they work now, and compiled results in an infographic. Check out the full infographic  below and stay tuned for more tips on how to keep up with new technology and tools to keep employees productive from anywhere.

LogMeIn_Evolution_of_work (2)


Effective Mobile Engagement 2015: Mobile Engagement Continues its Rapid Growth

In what’s becoming an annual event, we recently completed the second edition of Effective Mobile Engagement, a report based on a comprehensive survey of more than 5,000 respondents from around the world. Last year, in our inaugural report, we found that mobile engagement – customers communicating with companies via their mobile devices – was happening more often than we had anticipated. We were pretty confident that this year’s survey would find that mobile engagement was continuing to grow. (It did.) But we also wanted to explore how and where it where it was growing.

One way we did this was by asking respondents about eight different scenarios, both support and mCommerce. Across the board, they indicated that they were using their mobile devices more frequently than they had when compared to the year before. Growth was significant for each scenario, especially so when it came to product research and actual product purchase. It’s also important to call out that these numbers represent respondents who use mobile engagement often or all the time, not just on occasion. Companies need to note that, with results like these, it’s pretty clear that customers are increasingly looking to communicate with them through their mobile devices.



We also wanted to see just where mobile engagement was occurring. Across our five geographies – USA, European Union, Latin America, Canada, Australia/New Zealand – each of the mobile engagement scenarios experienced growth. One interesting finding: mobile engagement is not as widespread in Canada and Australia/New Zealand as it is elsewhere.

The survey also continues to show that, whether for support or shopping, those engaging via mobile device tap a variety of channels. While phone and e-mail continue to dominate, other channels are also used. Of these – live chat, text messaging, social media, and video chat – live chat is the most popular for both support and mCommerce. Video chat was a new channel added to this year’s survey. While its usage is not yet that high (6%), this will be an interesting one to keep an eye on.

We’ll be exploring some of the other key survey findings – just what mobile engagement is worth, the role of the Internet of Things, smartphone vs. tablet use, and how satisfied customers are with mobile engagement – in upcoming posts. If you’d like to see the entire Effective Mobile Engagement 2015 report, download it here.