Why businesses lose customers: a quarter of Russians leave if there are no convenient communication channels - CNews

▤ Summary

The article discusses how Russian businesses lose customers when they fail to provide convenient communication channels. It highlights survey results showing that most consumers expect fast, easy contact options and will switch away if those are missing. The piece points to messaging apps, websites, and CRM-linked communication as key tools for retaining customers. It also suggests that companies should improve their customer support and omnichannel communication setup to avoid churn.

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