Emerging Technologies

Order Form

    This individual Report Mobile Payment App Support: Review, 2015 is available for purchase. This Report is available to members of Mercator Advisory Group’s Emerging Technologies Advisory Service. Please be advised that this Report is normally part of a research and advisory service that provides ongoing support throughout the year. As such, this Report contains significant depth of content that is selected for its strategic importance to our members. (For a description of these services, see our Advisory Services section).

    While the Report represents significant analyst time invested, there is no means of our ascertaining if it will fully meet your specific intended purposes. Typically, these Reports form the basis for future discussions with our clients where we are able to fine-tune additional information that we have gathered in the construction of the series of Reports (or locate new information rapidly due to our exclusive focus on gathering information in the payments industry) for specific member needs.

    Unfortunately, in fairness to our paying members, we are not able to offer this level of support for a single Report purchase. We will, however, credit any Research Document purchase against the future purchase price of the service should you become a member within 30 days of purchasing the document.

    The price for individual Report purchases is $2450 per document. 


    Use the form below to request this individual Report purchase or

    Click here for a fax-back order form




Mobile Payment App Support: Review, 2015

Building a mobile-first customer support experience remains a challenge

Mercator’s Emerging Technologies research report reviews new developments in customer support among retail, banking, and payment apps

Mobile is increasingly becoming the primary channel through which consumers, younger ones especially, interact with their financial institutions. Preferences will be formed for merchants and financial service providers based on which offers the best experience on mobile. Establishing leadership on mobile will be key to securing market share among millennials as they grow older and their needs evolve.

Mercator Advisory Group’s research report, Mobile Payment App Support: Review, 2015, builds on a similar Mercator effort completed in 2014 and compares customer support options of leading apps in four categories—retail, general purpose reloadable (GPR) prepaid, mobile wallet, and mobile banking.

“The problem is that a lot of companies don’t spend enough time building experiences that are unique to mobile and instead just import solutions built for the desktop Web. This means an app will have FAQs that are not searchable (which is crucial on a small screen), and will require leaving the app to perform basic functions like sending a message to the customer service representative,” comments Nikhil Joseph, Emerging Technologies Analyst at the Mercator Advisory Group and author of the report.

The report contains 27 pages and 19 exhibits.

Companies mentioned in this report include: Amazon, American Express, Apple, Bank of America, Capital One, Dunkin’ Donuts, Google, H&R Block, Green Dot, LevelUp, Starbucks, Western Union, Moven, PayPal, Simple, and Walmart.

Highlights of the research report include:
  • Overview of key trends driving the primacy of mobile

  • Review of the mobile apps offered by 16 providers across 4 categories

  • Analysis of key strengths and weaknesses of mobile support features in various categories

  • Identification of how to frame optimal mobile support strategy in different categories