Chat options in mobile apps among large Italian companies 2019

As of 2019, chat services started being utilized by Italian companies for integrating the apps offered to their customers. However, 77 percent of the apps set available by top incumbent companies by turnover were found not to provide any chat option. By contrast, 19 percent of the apps offered the possibility to interact with an operator, while four percent had a chatbot service.

Chat options in mobile apps among large Italian companies 2019

Share of chat options
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Release date

October 2019



Survey time period


Number of respondents

54 respondents

Special properties

top incumbent companies by turnover

Supplementary notes

With the term "incumbent", the statistic referred to top Italian companies by turnover operating in 14 different sectors (i.e. Insurance sector, automotive, banking, FMCG-food and beverage, FMCG-excluding food and beverage, retail clothing and accessories, retail publishing, electronics, retail DIY/furnishing, retail GDO, retail luxury accessories and clothing, telco, tourism and transportation, utility).

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Statistics on "Internet usage in Italy"

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