Here are some of the report's key findings

The service gap

30 MIN

Time 57% of Indian agents believe it takes their organisation to resolve an average customer service issue.

3.8 DAYS

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

Indians spent 15 billion hours
waiting to make a customer service complaint or resolve an issue in the last 12 months.   

What do customers want?

85%
AI-powered efficiency

85% have used AI in everyday life.

cross-channel
Seamless cross-channel experiences 

Customers interact with brands across up to 7 different channels.

49%
Rapid resolutions 

49% of customers say speed is the most important factor in customer service.

ease-of-contact
Ease of contact

37% of customers rate ease of contact as an important part of customer service. 

What happens when organisations don't deliver?

Cost
94%
of customers would request a refund due to poor service.
Criticism
84%
of customers would leave a negative social media review following a poor experience.
Churn
89%
of customers would switch to a competitor due to a disappointing interaction.
Top factors turning customers away:
  • high prices

    44%

    Complex Processes

  • hold-services

    39%

    Lack of subject matter expertise

  • lock-of

    39%

    Overly complicated systems or technology

What is holding customer service agents back?

India'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.

62%

Only 62% of organisations have integrated systems.

Agents login to 3.4 systems on average to answer a customer query.

26%

26% of agents rely on more than 5 systems per customer interaction.

02 Inefficiency

cross-channel

1 DAY

An agent only spends around 1 day in a typical work week actively resolving customer issues.

cross-channel
   Resolving customer issues

03 Limited visibility

Most 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

49%

of customers say AI's greatest benefit is after-hours service.

48%

of agents say AI will lower their workload.

role-to-play
role-to-play

52%

of agents believe AI will enable them to spend more time helping customers.

However, just 37% of Indian organisations have adopted AI for customer service.

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FOR PEOPLE

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