Irish consumers prefer to use digital channels to interact with mobile operators, according to new research from Deloitte.
Its latest Digital Consumer Trends report shows that 77% of consumers interact with their mobile operator through their website, while 61% use apps.
60% of respondents said they visit stores, while over half have called their operator by phone.
"We know from our research that the way consumers are shopping is changing - 43% of consumers use their mobile phone alone to make online purchases – and so it follows that consumers are increasingly using apps to interact with their mobile operators," said John Kehoe, Audit Partner with Deloitte and lead for the Deloitte Digital Consumer Trends survey.
"However, with relatively high usage of all engagement channels, it appears that a multichannel approach will remain important to ensuring consumers' customer services needs are satisfied," he added.
According to the research, 60% of consumers said they get in touch with their operator to query or check a bill, 46% said to get information of tariffs, while 37% said they contact their operator to purchase a new mobile phone.
When purchasing a mobile phone, the study shows that consumers prefer to visit stores.
"Purchasing a mobile phone appears to be a more tactile experience for consumers.
"They value being able to handle or try a new phone in which they are interested in a real-life environment," said Mr Kehoe.
