Here are some of the report's key findings

The service gap

30 MIN

Time 46% of Singaporean agents believe it takes their organisation to resolve an average customer service issue.   

4.9 DAYS

Average time a customer says it takes to resolve an issue.

Singaporeans spent 40 million hours
waiting to make a customer service complaint or resolve an issue in the last 12 months.   

What do customers want?

cross-channel
Seamless cross-channel experiences

Customers interact with brands across up to 7 different channels.

61%
Fast, reliable service

61% say speed is the most important factor in customer service.

ease-of-contact
Proactive status updates and alerts

42% want notifications and alerts to enhance their experience.

65%
AI-powered efficiency

65% say AI like ChatGPT have increased their expectations of customer service.

What happens when organisations don't deliver?

Cost
86%
of customers would request a refund due to poor service.
Criticism
72%
of customers would leave a negative social media review following a poor experience.
Churn
85%
of customers would switch to a competitor if their service was unsatisfactory. 
Top factors turning customers away:
  • high prices

    47%

    Waiting on hold

  • hold-services

    45%

    Being transferred to multiple people

  • lock-of

    32%

    Customer service agents not empowered to make decisions / resolve issue

What is holding customer service agents back?

Singapore’s customer service agents say they enjoy getting issues resolved for customers (53%) and ensuring customers get the best value (47%). However, they are hampered by:

01 Too many systems

Using disparate, siloed systems for customer management affects efficiency and insight.

56%

Only 56% of organisations have integrated systems.

Agents login to 3.3 systems on average to answer a customer query..

22%

22% of agents rely on more than 5 systems per customer interaction.

02 Inefficiency

cross-channel

1 DAY

An agent only spends less than 1 day in a typical week (18%) actively resolving customer issues.

cross-channel
   Resolving customer issues

03 Limited visibility

Most customer service agents lack a full picture of the customer, or reliable access to information about how queries are resolved, as they are typically disconnected from the operations, finance, and logistics teams which action customer resolutions.

AI has a growing role to play

75%

of customers prefer to use self-service first before getting on the phone.

62%

of customers say the greatest benefit of AI is after-hours customer service.

role-to-play
role-to-play

76%

don’t mind if AI replaces customer service positions if the outcome is the same or quicker.

PUT AI AGENTS TO WORK

FOR PEOPLE

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Imagine a team of ServiceNow AI Agents proactively solving challenges for your customers. These AI agents collaborate, learn from each other and continuously improve, handling the busy work so your teams can focus on what truly matters.

Close the gap between
what customers expect and agents can deliver with ServiceNow

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