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A Fractured Customer Experience

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Mobile is a cornerstone in your customers’ daily lives, but what happens when your customers need help while interacting with your brand via their mobile device? Do they have to leave the app?

If so, you’ve created a fractured brand experience – a break in your mobile brand. "A Fractured Experience" is part of a series on mobile customer care, based on research conducted by Contact Solutions, that examines how consumers are using mobile customer care features, their likes and dislikes, and how the mass adoption of mobile phones has changed how customers can receive care as part of a more holistic brand experience.