While apps like AI agents and chatbott are becoming an integral part of customer service in the country, it has been found that Indian consumers ruined 15 billion hours in 2024 to complain about various services and wait for their complaints.
The waiting time for customer service and grievance redressal still cannot be reduced. After the customer files a complaint in the customer service, he has to wait for hours to solve. As soon as the customer files a complaint on the customer care phone number, he feels disappointed. Once the complaint is lodged, hours are spent waiting for its solution. According to the Servicenau customer experience report, while the expectations of customers are increasing, the real time taken to provide service is also increasing. The survey presented conclusions based on the performance of 5,000 Indian consumers and 204 Indian customer service agents. The report found that 39 percent of the customers have to wait to file a complaint, while 36 percent of the customers are repeatedly transferred from one phone number to another. 34 percent believe that companies deliberately lodge complaints or complicate the process of customer service. 89 percent of Indians are forced to change the brand due to poor customer service.
80 percent of Indian consumers depend on AI Chatbot
80% of Indian consumers rely on AI Chatbot to investigate the status of complaints and file product complaints. Nevertheless, consumers spend 15 billion hours per year in waiting for their complaints to resolve and file a complaint. Although the waiting period has decreased in recent times, every Indian has to wait an average of 3.2 hours to solve the problem. Disappointment in customers has increased due to lack of timely resolution of problems and complaints.
