Core Viewpoint - The Ministry of Industry and Information Technology has named several companies, including Sogou Browser and iQIYI, for difficulties in connecting to human customer service, highlighting a significant issue in customer service management [2] Group 1: Customer Service Challenges - The shortage of human customer service representatives is attributed to high job pressure, intense workload, and frequent turnover [2] - The widespread adoption of intelligent customer service systems aims to reduce labor and management costs, but these systems often fail to understand customer inquiries, leading to increased communication costs and high complaint rates [2] Group 2: Need for Human Interaction - Improving the intelligence of customer service systems is a key area for enhancement, but personalized needs that exceed the capabilities of these systems still require human intervention [2] - Maintaining a reasonable proportion of human customer service is essential for preventing service quality degradation, which can lead to customer attrition and is also a responsibility to protect consumer rights [2]

Core Viewpoint - The Ministry of Industry and Information Technology (MIIT) has released a notice regarding the quality of telecommunications services in the third quarter of 2025, highlighting issues with customer service hotlines of several key internet companies [1] Group 1: Customer Service Issues - Third-party assessments revealed that Sogou Browser and Dida Chuxing did not provide human customer service, while iQIYI, Zhuanzhuan, and Sohu News had human customer service lines that were unreachable [2] - Zhuanzhuan, a platform focused on second-hand goods transactions, has received significant complaints regarding the inaccessibility of human customer service, with 2,525 complaints mentioning "Zhuanzhuan human customer service" on the Sina Black Cat Complaint platform [2][4] - Users reported severe issues, such as being unable to contact customer service for refunds and account unblocking, leading to frustrations and unresolved problems [4] Group 2: Previous Concerns and Trends - The MIIT had previously noted similar customer service accessibility issues in its second-quarter report for 2025, mentioning platforms like Haokan Video, Hello, NetEase Cloud Music, and Youku Video [4] - Service-related complaints accounted for 42.1% of total telecommunications user complaints in the third quarter of 2025, while fee-related complaints made up 37.3% and marketing-related complaints constituted 10.1% [4][6]

Core Viewpoint - The Ministry of Industry and Information Technology (MIIT) has identified issues with customer service accessibility for several internet companies, including iQIYI and Zhuanzhuan, highlighting the need for improvement in service capabilities [2] Group 1: Customer Service Issues - The MIIT's recent report on telecommunications service quality for Q3 2025 indicates that certain internet companies' customer service hotlines were found lacking [2] - Specific companies such as Sogou Browser and Dida Chuxing did not provide access to human customer service representatives, while iQIYI, Zhuanzhuan, and Sohu News had human customer service lines that were unreachable [2] - The MIIT has urged these companies to rectify the issues and enhance their service capabilities [2]

Core Insights - The Ministry of Industry and Information Technology has released the telecommunications service quality report for Q3 2025, focusing on key service work, user complaints, and service improvement requirements [1] Group 1: Telecommunications Service Quality - A third-party organization conducted tests on customer service hotlines of major internet companies, revealing that Sogou Browser and Dida Chuxing did not provide human customer service, while iQIYI, Zhuanzhuan, and Sohu News had unreachable human customer service [1] - The ministry has urged these companies to rectify the issues and enhance their service capabilities [1] Group 2: User Complaints - In Q3 2025, complaints regarding poor mobile applications showed that 49.7% were related to cybersecurity issues, 29.6% involved personal information and permissions, and 20.7% pertained to information security problems [1] - The China Internet Association, in collaboration with app stores and security testing firms, has taken action to remove 142 problematic mobile applications [1]

Core Insights - The Ministry of Industry and Information Technology has released the telecommunications service quality report for Q3 2025, focusing on key work areas, user complaints, and service requirements [1] Group 1: Telecommunications Service Quality - A third-party organization conducted tests on customer service hotlines of major internet companies, revealing that Sogou Browser and Dida Chuxing did not provide human customer service, while iQIYI, Zhuanzhuan, and Sohu News had unreachable human customer service [1] - The ministry has urged these companies to rectify the issues and improve their service capabilities [1] Group 2: User Complaints - In Q3 2025, complaints regarding poor mobile applications showed that 49.7% were related to cybersecurity issues, 29.6% involved personal information and permissions, and 20.7% were about information security [1] - The China Internet Association, in collaboration with app stores and security testing firms, has taken action to remove 142 problematic mobile applications [1]

Core Insights - The Ministry of Industry and Information Technology (MIIT) reported the removal of 76 apps and over 260 million "one-click unbind" actions in the third quarter of 2025, highlighting efforts to enhance telecom service quality and user privacy protection [1][2] Group 1: Telecom Service Quality - MIIT's initiatives included optimizing telecom service packages, achieving a 99% rate of published pricing for services [1] - The ministry implemented a centralized verification platform for service subscriptions to ensure user consent [1] - A total of 7804 illegal voice lines were shut down as part of the efforts to improve service quality [2] Group 2: User Privacy and App Regulation - The "one-click unbind" service has processed over 260 million requests, covering over 230 mainstream applications and serving more than 4.3 million users [1] - MIIT conducted 47 batches of technical tests on apps, resulting in 1970 apps being ordered to rectify issues, 203 apps publicly reported, and 76 apps removed from stores [1] - The ministry promoted dynamic authorization for app access to user data, enhancing privacy protection [1] Group 3: Marketing and Customer Service Oversight - MIIT undertook a campaign to clean up unsolicited commercial electronic information, resulting in the removal of 510,000 pieces of illegal marketing information [2] - The ministry provided "Do Not Disturb" services to 1.26 billion users based on their preferences [2] - Customer service hotlines of major internet companies were tested, revealing issues with accessibility and prompting corrective actions [2] Group 4: Complaints and Security Issues - In Q3 2025, complaints about problematic mobile applications showed that 49.7% were related to cybersecurity issues, 29.6% to personal information and permissions, and 20.7% to information security [2] - The China Internet Association, along with app stores and security testing firms, took action against 142 problematic mobile applications [2]

Core Insights - The Ministry of Industry and Information Technology has reported on the telecom service quality for Q3 2025, highlighting significant actions taken to improve user experience and service standards [1] Group 1: User Account Management - The initiative to facilitate the unbinding of historical internet application accounts has been advanced, covering over 230 mainstream applications and processing more than 260 million unbinding requests [1] Group 2: APP Quality Control - A total of 47 batches of technical tests on apps were conducted, resulting in the rectification of 1,970 apps, public notification of 203 apps, and the removal of 76 apps from platforms [1] Group 3: Customer Service Evaluation - Third-party evaluations of customer service hotlines for key internet companies revealed that Sogou Browser and Dida Chuxing did not provide human customer service, while iQIYI, Zhuanzhuan, and Sohu News had human customer service that was unreachable [1] - Among 178 internet companies on the access platform, three companies—Duodian, Suixingfu, and Hupu—exhibited low complaint handling timeliness [1]

Group 1 - The Ministry of Industry and Information Technology (MIIT) has processed over 260 million unbinding applications for historical internet application accounts as part of its initiative to enhance telecom service quality [1] - In the third quarter, MIIT promoted the "Clear Handling, Safe Use" action, achieving a 99% public disclosure rate for telecom service fees and establishing a centralized verification platform for service subscriptions [1] - The "Second Number Renewal" service was promoted, covering over 230 mainstream applications and serving more than 4.3 million users [1] Group 2 - MIIT released guidelines for the compliance management of user rights protection in mobile internet applications, aiming to enhance corporate compliance awareness and service levels [2] - The ministry conducted 47 batches of technical tests on apps, resulting in the rectification of 1,970 apps, public disclosure of 203 apps, and the removal of 76 apps [2] - MIIT has provided "Do Not Disturb" services to a cumulative total of 1.26 billion users based on user preferences [2]

Group 1 - The Ministry of Industry and Information Technology (MIIT) has processed over 260 million unbinding requests for historical internet application accounts as part of its initiative to enhance telecom service quality [1] - In the third quarter, MIIT promoted the "Clear Handling, Safe Use" campaign, achieving a 99% public disclosure rate for telecom service fees and establishing a centralized verification platform for service subscriptions [1] - The "Second Number Renewal" service has been promoted, covering over 230 mainstream applications and serving more than 4.3 million users [1] Group 2 - MIIT released the "Compliance Management Guidelines for Protecting User Rights in Mobile Internet Applications" to guide enterprises in improving compliance awareness and service levels [2] - A series of standards for "Minimum Necessary Permissions for Mobile Internet Applications" were developed to ensure apps only access user-specified content, enhancing user privacy protection [2] - MIIT conducted 47 batches of technical tests on apps, resulting in 1,970 rectifications, 203 public disclosures, and 76 app removals [2] Group 3 - MIIT has intensified efforts to clean up unsolicited commercial electronic information, shutting down 7,804 illegal voice lines and rectifying 228 companies for violations [2] - The "Do Not Disturb" service has been provided to 1.26 billion users based on their preferences [2] - Third-party assessments revealed issues with customer service hotlines of major internet companies, prompting MIIT to urge improvements in service capabilities [2]

Core Insights - The Ministry of Industry and Information Technology of China released a report on the quality of telecommunications services for the third quarter of 2025, highlighting the implementation of the "Second Number Renewal" service, which has covered over 230 mainstream applications and processed more than 260 million unbinding requests, serving over 4.3 million users [1][2] Group 1: Second Number Renewal Service - The "Second Number" refers to phone numbers that have been recycled by telecom operators after being inactive for over 90 days, aimed at optimizing limited number resources [1] - The service allows users to unbind their historical accounts with a single click, reducing risks for new users who might face issues like account registration failures or receiving unwanted messages [1] Group 2: User Protection and Complaints - The Ministry has intensified efforts to promote "Do Not Disturb" services, providing protection to 1.26 billion users based on their preferences [1] - In the third quarter, 42.1% of user complaints were related to service disputes, 37.3% to tariff disputes, and 10.1% to marketing issues [1] Group 3: Mobile Application Complaints - Among complaints regarding problematic mobile applications, 49.7% were related to cybersecurity issues, 29.6% to personal information and permissions, and 20.7% to information security [2] - The China Internet Association, in collaboration with app stores and security testing firms, has taken action to remove 142 problematic mobile applications [2]