Russians prefer to avoid contacting companies by phone. According to Edna research, one in four people do not answer calls from unknown numbers, and one in five hangs up. Other methods include using antispam systems (13%) and asking for a number to be removed from email lists (13%). When Russians do answer, they often say they are inconvenienced or on the way (30%), ask to call back later or promise to consider the offer (8% each).
A third of Russians prefer to communicate with companies only in text form, especially for people aged 25 to 44. More than 40% perceive both oral and written communication equally well. Messengers have become the most popular way to interact between brands and customers across all age groups. Millennials (ages 25-44) are also active users of email; Zoomers and older generations are less likely to use this method.
The research showed that young people are more open to communication with companies than middle-aged and older people. 54% of 18-24 year olds honestly say they are not interested in the offer. This is important for companies because it allows them to better understand customers and provide more personalized offers. 37% of millennials were very honest, compared to only 18% in the older age group.
Source: Ferra
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