/ 31 January 2023

Hello, is it me you’re looking for?

Young woman holding a smartphone
Young woman holding a smartphone.

Aussies spent nearly 100 million hours on hold last year. You read that right… Data from software development company ServiceNow shows 13.3 million of us spent an average of 7.2 hours on the line in 2022 while trying to resolve issues with products or services. That’s an increase of over 1.6 million customer complaints from the year before. Some industries were worse than others, with the telecommunications sector creating the most unhappy customers at 35%. Government services came 2nd with 27%, and financial services came 3rd with 18%. To avoid spending your life on the line, ServiceNow boss Eric Swift says to hang up and forget email – using apps and online chat are all faster ways to address your issues – and look, it’s worth noting those are the services Swift sells… Wherever you do, best wishes with your enquiries in 2023.

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