Why self-service is no longer a nice-to-have in 2025
While the use of AI and chatbots is considered a solution for almost every customer issue in many industries, the picture in the telecommunications sector is more differentiated. The latest data from VATM market study 2025 makes it clear: Digital customer service is essential — but only effective if it is really geared to the needs of users.
Self-service offerings in particular are gaining in importance because they are available around the clock, offer rapid assistance and measurably relieve service departments, provided they are well thought-out and integrated.
Despite growing investments in automation and artificial intelligence, direct contact via service numbers remains relevant:
Conclusion: The service channel mix is becoming more complex. Customers do not expect a radical change, but a seamless addition.
According to market analysis and user feedback, end customers focus on one thing in particular:
These expectations can be met with well-designed self-service offerings — not as a substitute, but as part of a well-thought-out omnichannel strategy.
Self-service is much more than a single function — when properly integrated, it becomes a central point of contact in digital customer service. It complements existing channels such as hotlines, e-mail and on-site appointments and helps to process inquiries more efficiently. This is particularly relevant in the context of fiber expansion: FTTH penetration in Germany is currently only around 16%. This means that 84% of all households are still facing an initial installation. Anyone who supports this process digitally — for example with a user-friendly app — not only creates practical help for customers, but also a real competitive advantage.
The MyProvider solution offers a tried and tested concept for this:
This creates trust — and at the same time reduces the number of incoming calls.
You can also find out more about the holistic strategy in these articles:
Providers that rely on MyProvider report:
Integrating self-service into everyday customer life creates a real increase in service quality — without additional effort for your teams.
The VATM figures and daily practice make it clear that customer service requirements are growing — self-service is becoming standard equipment. This is not about as many bots or new tools as possible, but about solution-oriented, easily accessible customer service. Personal, automated, digital — depending on the situation.
With solutions such as MyProvider, the service experience is not only based on current technologies — but is one thing above all: customer-oriented.
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