56% of Russian medium-sized companies interested in automation of interaction with clientmachine Alexandrov | 15.10.2020
The company “MTT” and LOGA Group in the framework of the joint research needs of the middle business found that 56% of respondents are interested in automating communications with customers. The greatest
the need for Telecom and IT solutions experience services e-Commerce, construction companies and medical clinics.
The study among representatives of different business fields (medicine, car services, Internet-trade, services and construction) in 7 Federal districts of the Russian Federation revealed that 39%
companies interact with customers, employees, combining this function with the key responsibilities. Every fifth medium-sized company periodically faced with difficulties in communication with
clients – for example, when customers can’t reach the Manager, do not get timely feedback or encounter any errors or recording of the order.
To improve the quality of service the company is ready to automate a number of processes through technical solutions such as chat-bots, and voice robots. Among the operations that the business would like
to automate, often referred to as getting feedback from the client (32%), no loss of incoming messages (32%), a reminder of the entry/order (23%), confirmation of entry/order (22%) and
informing about promotions and novelties (20%).
The study “the Study of business needs in the automation of customer communications” held by LOGA Group in August 2020, Method – telephone question, sampling of senior executives 120
companies with more than 50 employees. Geography survey – Volga, Siberian, Central, Ural, southern, North-Caucasian, North-Western Federal district.
Interregional transit Telecom | MTT