Russians named the main annoying factors in correspondence with companies

More than 80% of Russians use correspondence with companies to resolve various issues, but users are often annoyed by the need to communicate with chatbots first and the long wait for an answer. This is stated in a study by Edna, the results of which were reviewed on March 7 by Izvestia.

According to the survey, written communication has become one of the most popular ways for customers to interact with brands. Russians most often write to companies if they encounter difficulties when buying on a website — 32% of respondents do so. Another 25% contact us by correspondence if they have any complaints after purchasing a product or service. One in ten prefers to clarify the details before each purchase, and 8% do this for expensive purchases.

However, about 20% of the study participants still prefer phone calls. Of these, 7% contact the call only if they do not receive a response in the written channel.

The chatbot on the website turned out to be the most popular method of written communication - 47% of respondents use it. Telegram messenger came in second place (39%), and e—mail came in third (38%). Another 17% communicate with companies via WhatsApp (owned by Meta, a company recognized as extremist and banned in Russia). At the same time, 12% of users write to several channels at once to get a response faster.

Experts note that the quality of correspondence directly affects the purchase decision. Almost 80% of the respondents admitted that they refused to purchase goods or services after unsuccessful communication with representatives of companies. So, 28% lose interest in buying if the manager does not respond for a long time, and 8% in this situation go to more operational competitors. Another 27% are not ready to make a purchase if the manager cannot help solve the problem, and a quarter of respondents are annoyed by the answers to the template script.

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The most annoying thing for users is the need to communicate with a chatbot first, 53% of respondents said. Another 40% are unhappy with the long wait for a response. The majority of respondents are ready to wait no more than an hour — 58% of the study participants chose this option. About 23% are willing to wait until the end of the working day if they know the response time. Only 10% are loyal to a long wait, while 9% are ready to wait for an answer until the next day.

An additional annoyance is caused by the situation when several managers start communicating with a client on the same issue. This problem was noted by 40% of respondents. At the same time, 13% of respondents admitted that they are particularly annoyed by the need to re-explain their problem every time, and 10% find it difficult to formulate a request in detail.

Users also react negatively if their problem is not solved for a long time — 28% of respondents answered this way. Another 9% say that they are annoyed by the lack of understanding of the timing of the issue. The inability to send a voice message in a conversation upsets 8% of the study participants.

According to the study, one of the most common problems remains the inability to quickly contact a live operator. 33% of the survey participants faced this situation. Another 28% of respondents noted that they would like to immediately communicate with a competent specialist who is interested in solving their problem.

At the same time, 16% of Russians admitted that it is difficult for them to formulate a request in correspondence without additional materials, such as screenshots. Another 9% of the study participants reported that they sometimes do not understand whether the chat is working on the site and whether there is an operator in it. For 5% of the respondents, the problem becomes the need to constantly check whether the response has come from the company.

On February 19, Tatiana Bogoslovskaya, head of the recruitment sector at Fix Price, explained how to create a successful resume. According to her, it is important to remember that a recruiter spends only a few minutes on an initial review, so the document should be as clear and structured as possible. First of all, it is recommended to clearly indicate the desired position and key competencies. Special attention should also be paid to work experience.

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