In 2025, companies began to actively use Telegram to communicate with customers. This is due to new restrictions on data transfer via foreign messengers, which came into force on June 1.
A survey conducted by Naumen among 130 retailers and 16 medical institutions showed that more than 69% of clinics and laboratories now consult patients via Telegram. This is 19 percentage points more than in 2024.
In retail, 57% of companies also use this messenger to communicate with customers, which is 13 percentage points higher compared to last year. At the same time, consultations via WhatsApp increased by 8 percentage points and amounted to 29%. However, the use of WhatsApp by medical organizations remained at 44%.
According to the data, Telegram ranks second among digital channels for communicating with customers, second only to chat on the website. Experts believe that the use of messengers such as Telegram has become a temporary solution caused by new legislative restrictions.
Companies working with personal data are now facing difficulties in communication. The ban on the use of foreign messengers forces them to look for alternative ways to communicate with customers. As a result, Telegram has become a popular choice for consultations and notifications.
Thus, retailers and medical institutions are adapting to the new conditions, using Telegram as the main channel for communicating with customers. At the same time, according to insiders, doctors of private clinics are being obliged to conduct correspondence in the Max messenger. It is alleged that the initiative comes from the owners of the clinics, and patients will be faced with the fact that doctors will not be able to use foreign software for communication.
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