1 00:00:00,040 --> 00:00:01,600 Speaker 1: This will come as no surprise at all. For a 2 00:00:01,639 --> 00:00:04,520 Speaker 1: third year in a row, Service Now's annual customer experience 3 00:00:04,559 --> 00:00:06,800 Speaker 1: shows wait times on phones are getting worse. Last year 4 00:00:06,840 --> 00:00:09,080 Speaker 1: it was estimated we spend about twenty four million hours 5 00:00:09,119 --> 00:00:12,400 Speaker 1: on hold, which is nine point seven hours per person. 6 00:00:12,720 --> 00:00:15,160 Speaker 1: Service now is country manager Kate Tulp is with there's Kate, 7 00:00:15,200 --> 00:00:16,000 Speaker 1: good morning to you. 8 00:00:16,760 --> 00:00:17,360 Speaker 2: Good morning. 9 00:00:17,440 --> 00:00:19,280 Speaker 1: Do you split these things? Do you split in between 10 00:00:19,320 --> 00:00:20,760 Speaker 1: local and international companies? 11 00:00:22,200 --> 00:00:25,280 Speaker 2: Look, we don't. We definitely survey by industry. We look 12 00:00:25,280 --> 00:00:28,400 Speaker 2: at the different market segments and who's performing in different spaces. 13 00:00:28,400 --> 00:00:29,760 Speaker 2: That no, we don't look at global and. 14 00:00:29,760 --> 00:00:31,680 Speaker 1: No good because that was my next question. What are 15 00:00:31,680 --> 00:00:34,919 Speaker 1: there where are there areas that are specifically and obviously 16 00:00:35,000 --> 00:00:35,519 Speaker 1: bad or not? 17 00:00:36,680 --> 00:00:39,000 Speaker 2: I think there's definitely the people who get the most 18 00:00:39,040 --> 00:00:41,960 Speaker 2: improved and the opportunities for improvement awards. Look, the best 19 00:00:41,960 --> 00:00:44,840 Speaker 2: space in twenty twenty four has definitely been the transport space, 20 00:00:44,880 --> 00:00:48,000 Speaker 2: so bas rail, ride share type places providing the best 21 00:00:48,080 --> 00:00:51,839 Speaker 2: kind of customer service. Most improved goes to household and utilities, 22 00:00:51,880 --> 00:00:54,720 Speaker 2: you know, so like our electricity companies, et cetera. But 23 00:00:55,080 --> 00:00:59,160 Speaker 2: room for improvement financial services, so banking and insurance and government, 24 00:00:59,200 --> 00:01:00,480 Speaker 2: which is upsety government. 25 00:01:00,680 --> 00:01:03,720 Speaker 1: No surprise, government aren't performing. They hired all those public 26 00:01:03,800 --> 00:01:05,600 Speaker 1: service and none of them could answer the phone. Who 27 00:01:05,600 --> 00:01:06,240 Speaker 1: would have thought? 28 00:01:06,520 --> 00:01:06,600 Speaker 2: So? 29 00:01:06,720 --> 00:01:09,320 Speaker 1: Having said that, I've come to the conclusion, as a 30 00:01:09,360 --> 00:01:12,360 Speaker 1: pun to myself, that they don't care, that they can't 31 00:01:12,360 --> 00:01:14,360 Speaker 1: be bothered putting the resource, and they don't want to 32 00:01:14,360 --> 00:01:16,240 Speaker 1: spend the money and at the end of the day, 33 00:01:16,240 --> 00:01:18,119 Speaker 1: no one's actually going to do anything about it. Would 34 00:01:18,120 --> 00:01:20,240 Speaker 1: that be fair or not? Oh? 35 00:01:20,280 --> 00:01:22,360 Speaker 2: Look, I don't think anybody sits out to design something 36 00:01:22,360 --> 00:01:25,679 Speaker 2: that is completely annoying. It doesn't work. But what I 37 00:01:25,680 --> 00:01:27,840 Speaker 2: do think is we're seeing in the research is that 38 00:01:27,840 --> 00:01:30,160 Speaker 2: where customers are choosing to engage with a digital method, 39 00:01:30,160 --> 00:01:32,600 Speaker 2: if it's been provided to them so like a chatbot 40 00:01:32,680 --> 00:01:35,399 Speaker 2: or an aipowered agent or an online app or something, 41 00:01:35,440 --> 00:01:37,679 Speaker 2: they'd definitely seen a faster response time. And so as 42 00:01:37,720 --> 00:01:39,520 Speaker 2: my mum used to say to me, put down the phone. 43 00:01:39,520 --> 00:01:41,320 Speaker 2: That is definitely the fastest way to engage me. 44 00:01:41,319 --> 00:01:44,400 Speaker 1: Now that's interesting because my chatbot experience and generally if 45 00:01:44,400 --> 00:01:46,880 Speaker 1: it becomes complicated, they drop offline. So in other words, 46 00:01:46,920 --> 00:01:48,800 Speaker 1: they say how do I help, and I ask a question, 47 00:01:48,880 --> 00:01:50,680 Speaker 1: they come back with an answer and then when they 48 00:01:50,760 --> 00:01:53,920 Speaker 1: can't help me, they just disappear. Do you notice that. 49 00:01:54,440 --> 00:01:57,040 Speaker 2: I've certainly had that experience myself. I get pretty frustrated 50 00:01:57,040 --> 00:01:59,040 Speaker 2: because we at service now know when we see the 51 00:01:59,080 --> 00:02:01,480 Speaker 2: tech and we know that it's possible to not have 52 00:02:01,560 --> 00:02:04,680 Speaker 2: that kind of experience. So absolutely, those are the old chatbots. 53 00:02:04,680 --> 00:02:06,800 Speaker 2: Those are the you know, the ones from ten years ago. 54 00:02:06,800 --> 00:02:09,280 Speaker 2: But AI powered agents are different, you know, like the 55 00:02:09,280 --> 00:02:11,880 Speaker 2: work that we see. For example, our customer, Southern Cross Insurance, 56 00:02:11,880 --> 00:02:14,959 Speaker 2: they've deployed an AI powered agent to resolve requests. They've 57 00:02:15,000 --> 00:02:17,120 Speaker 2: got a twenty four x seven service desk running now 58 00:02:17,160 --> 00:02:20,360 Speaker 2: and they've delivered a ninety nine percent satisfactionting that is 59 00:02:20,400 --> 00:02:23,480 Speaker 2: customer for life territory. That's the difference between putting new 60 00:02:23,520 --> 00:02:25,919 Speaker 2: shoes on an old horse and redesigning for a rocket. Yeah, 61 00:02:26,600 --> 00:02:28,280 Speaker 2: you know old chatbot yep. 62 00:02:28,680 --> 00:02:31,320 Speaker 1: Do you do offshore on shore in terms of you know, yes, 63 00:02:31,440 --> 00:02:33,280 Speaker 1: local company but they're in the Philippines or not. 64 00:02:34,840 --> 00:02:36,799 Speaker 2: We support a broad range of companies, you know, doing 65 00:02:36,840 --> 00:02:39,880 Speaker 2: all sorts of things you know on offshore, local New 66 00:02:39,960 --> 00:02:42,040 Speaker 2: Zealand businesses, New Zealand government. You know, it's a broad 67 00:02:42,120 --> 00:02:44,720 Speaker 2: range of customers that we support. But the key thing 68 00:02:44,880 --> 00:02:46,480 Speaker 2: that we see across all of them is that those 69 00:02:46,480 --> 00:02:49,280 Speaker 2: who are prepared to engage in investing in technology are 70 00:02:49,280 --> 00:02:52,640 Speaker 2: providing a significantly better customer experience, and those are the 71 00:02:52,639 --> 00:02:53,799 Speaker 2: ones that you want to take a look at. 72 00:02:53,880 --> 00:02:58,080 Speaker 1: Fantastic Kate Appreciated, Kate Top Servers now New Zealand Country Manager. 73 00:02:58,680 --> 00:03:01,600 Speaker 1: For more from the mic host Breakfast, listen live to 74 00:03:01,720 --> 00:03:04,799 Speaker 1: news Talks at B from six am weekdays, or follow 75 00:03:04,840 --> 00:03:06,399 Speaker 1: the podcast on iHeartRadio.