In 2022, customer service in Italy showed varying adoption rate through internet and mobile banking channels. Customer service via chat was the most widely available service, with a 67 percent adoption rate on internet banking channels, and 50 percent adoption rate on mobile banking channels. Chatbot was the second most common customer service, with more than half of the internet banking platforms offering this service.
Customer services available via internet and mobile banking in Italy in 2022
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Customer services available via internet and mobile banking in Italy in 2022
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The source adds the following information: The sample of banks surveyed represents 82.4 percent of the sector in terms of total assets. For the mobile banking segment, 76 apps were analyzed.
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Associazione bancaria italiana. (June 27, 2023). Customer services available via internet and mobile banking in Italy in 2022 [Graph]. In Statista. Retrieved April 26, 2025, from https://www.statista.com/statistics/1421091/italy-customer-services-via-internet-and-mobile-banking/
Associazione bancaria italiana. "Customer services available via internet and mobile banking in Italy in 2022." Chart. June 27, 2023. Statista. Accessed April 26, 2025. https://www.statista.com/statistics/1421091/italy-customer-services-via-internet-and-mobile-banking/
Associazione bancaria italiana. (2023). Customer services available via internet and mobile banking in Italy in 2022. Statista. Statista Inc.. Accessed: April 26, 2025. https://www.statista.com/statistics/1421091/italy-customer-services-via-internet-and-mobile-banking/
Associazione bancaria italiana. "Customer Services Available via Internet and Mobile Banking in Italy in 2022." Statista, Statista Inc., 27 Jun 2023, https://www.statista.com/statistics/1421091/italy-customer-services-via-internet-and-mobile-banking/
Associazione bancaria italiana, Customer services available via internet and mobile banking in Italy in 2022 Statista, https://www.statista.com/statistics/1421091/italy-customer-services-via-internet-and-mobile-banking/ (last visited April 26, 2025)
Customer services available via internet and mobile banking in Italy in 2022 [Graph], Associazione bancaria italiana, June 27, 2023. [Online]. Available: https://www.statista.com/statistics/1421091/italy-customer-services-via-internet-and-mobile-banking/
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