60% of US consumers are comfortable talking with a chatbot, although only 22% have done so, according to the 2017 Mobile Consumer Report from Vibes, involving 2,000 people.

“Consumers are open to engaging with brands on mobile in a way that is unlike any other channel,” says Jack Philbin, co-founder and CEO, Vibes. “While consumers carefully control how brands can engage with them on these personal devices, they are highly receptive to new and emerging mobile experiences that add convenience and value. Brands that cater to these consumer preferences will see significant dividends, including enhanced reputations and incremental revenue growth.”

The research also found that 70% of consumers would have a more positive opinion of a brand that allowed them to save a plastic loyalty card in their smartphone. Over one-third of people store information from brands in mobile wallets such as Apple Wallet and Android Pay, which can also be used to store and manage loyalty programmes.

On average, smartphone users feel comfortable subscribing to four mobile alerts. They are most likely to sign up with retailers, restaurants and brands (50%), followed by weather and radio stations (37%) and financial institutions (34%). And after opening an app for information while shopping, only 19% report making an in-store purchase on that same trip at least half of the time.

by Scott Thompson
Scott is Senior Editor at IBS Intelligence. You can follow him on Twitter and contact him at: Scott.Thompson@ibsintelligence.com
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