A new customer service report found that the New Zealandes collectively spent 24 million hours last year.
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A new customer service report found that the New Zealandes collectively spent 24 million hours last year.
The author of the SERVICENOW report and its manager of New Zealand, Kate Tulp, said Verification point that customers are dealing with old technology and an old way of thinking.
“Companies think it takes about 30 minutes to solve complaints or customer problems. But in our research, customers are reporting that they are taking more than four and a half days to solve problems.”
“I think there is a great disconnection between what companies think it’s time to solve and settle down and what customers are telling us that they are experiencing.”
She said the best artists are within the transportation space, such as bus companies, railways and travel shares.
“The most enhanced award is going to domestic public services. Gas companies and electricity.”
The worst criminals were financial services, such as banks and insurance. As well as the government, with the waiting time increasing 30 minutes year by year.
“The research we produced was just customers telling us who they think they are waiting longer.”
“When you look at the technology being invested by some of these segments, you can see the performance and customer experience they are able to provide better technology and investments in recent years.”
The expectations of the New Zealandes increased in relation to good customer services, she said.
“Unfortunately, we are not seeing the improvement of our business and government agencies to correspond to this. Expectations are definitely increasing, we need to move much faster to offer against them.”
She said four out of five customer service people do not have all their organizational view of a client sitting in front of them.
“We know that, because when we are on the phone, they put him back on hold, they need to go and ask someone else. They need to talk to a supervisor.”
“This is also causing a lot of problems. There is a great gap between the technology we give to these amazing people and what our expectations are as a client.”
The happiest way people can get the service as a customer is if they get involved with digital means that a company has, she said.
“A chat bot or a website or an email or an app that the company may have. If you are getting involved in these digital channels, you will be a little happier and you will surely have a faster result.”
“You can also go out and do other things at the same time, so as not to listen to the music you haven’t chosen.”
She said that sending an E -mail and waiting to listen back can take longer, but a person can continue with your life.
“You really need to continue work or take care of children or whatever you are busy, but you are not sitting there on hold, listening to the music.”
AI can play an effective role in customer service, she said.
“A great example of some work we did with Southern Cross Insurance is that they use and they have implemented an IA fed agent for their internal users.”
“This is helping to resolve requests requests 24/7 with a 99 %satisfaction rating.”
She said AI can be used to gather the disparate systems that live within companies.
“We are not saying that AI replaces people here. If you told AI agent to be able to process results, you can choose to put a little where a human checks and says yes, this is appropriate.”
“But that’s what happens when you’re also on the phone with Call Center. They go out and check with the supervisor and come back. It’s the same thing, it’s just that we’re using the smartest technology.”
