Thus, 94% of subscribers solve their problems through their personal accounts and 75% of users ignore chatbots to solve their problems.
Analysts also shared information that the Tele2 remote service processes 70,000 calls and 9,000 conversations daily on digital channels.
At the same time, the number of views on digital channels in 2022 was 2.5 million. By 2026, this indicator is expected to increase to 4.5 million.
Automated systems such as chatbots and autoresponders are reportedly the main support channels that handle 66% of requests.
The study also showed an increase in the number of complex inquiries and claims, from 33% in 2022 to 39% now and possibly over 40% in 2026. This is not because of the increase in the number of dissatisfied customers, but because self-service channels have become more efficient.
Source: Ferra
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