A study by the IT company edna reveals that over 70% of Russians face difficulties when communicating with businesses. According to the survey, 20% of respondents struggle to choose the right communication channel, while 10% do not know where to direct their inquiries.
The research indicates that 73% of participants find interacting with companies more challenging than a year ago. Specifically, 43% expressed dissatisfaction with AI assistants or chatbots, and 30% reported issues selecting appropriate channels due to the unavailability of familiar methods.
The primary obstacles identified by 70% of respondents are the excessive number of channels and a lack of clarity regarding which one to use. Additionally, 21% are confused by the variety of options, 17% cannot find alternatives to unavailable digital channels, and 15% struggle due to the absence of direct phone numbers.
Speed of response is the critical factor for 55% of users when selecting a channel. If a text response is delayed, 55% of customers call, 38% repeat their query in the same chat, and 28% switch formats. Notably, 13% of customers switch to a competitor, and 10% abandon their purchase entirely.
To improve service, 60% of respondents advocate for a unified system that automatically routes queries to available specialists. Furthermore, 45% prioritize the preservation of conversation history, and 33% suggest implementing short forms on websites to receive guidance on the most suitable communication channel.
