{"id":10407,"date":"2026-04-04T02:24:05","date_gmt":"2026-04-04T02:24:05","guid":{"rendered":"https:\/\/wangzhuan-idea.icu\/?p=10407"},"modified":"2026-04-04T02:24:05","modified_gmt":"2026-04-04T02:24:05","slug":"irish-consumers-waste-one-day-per-year-dealing-with-bad-customer-service","status":"publish","type":"post","link":"https:\/\/wangzhuan-idea.icu\/?p=10407","title":{"rendered":"Irish consumers waste one day per year dealing with bad customer service"},"content":{"rendered":"
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Despite a surge in corporate investment on AI and digital transformation, customers here still spend an average of 8.8 hours per year \u2013 or a collective four million working days a year \u2013 trying to get organisations to resolve their issues, according to the survey by ServiceNow, a software giant listed on the New York Stock Exchange.<\/p>\n

The poll of 1,210 respondents in Ireland, 1,000 of whom were consumers, found they spent a combined 284 million hours on hold to customer service each year.<\/p>\n

Almost half of those surveyed complained that customer-service chatbots did not understand their queries or concerns, with most citing a lack of empathy as their main frustration. Almost four-fifths of consumers preferred phone support to using chatbots.<\/p>\n

Nearly one in two consumers rated customer service as average, poor or terrible, and almost half said they would switch to a competitor after just one poor or slow experience.<\/p>\n

The research also found a gap between what customers want and what senior business leaders prioritise. Some 47pc of customers report feeling frustrated by being transferred between an organisation\u2019s departments, yet just one in five Irish executives recognise that as an issue \u2013 the lowest proportion across Europe, the Middle East and Africa (EMEA).<\/p>\n

\u201cCustomers want to feel heard and resolved, not just routed,\u201d said Shakira Talbot, group vice president of customer relationship management at ServiceNow\u2019s EMEA division. \u201cThey\u2019re losing entire working days to service experiences that should take minutes.\u201d<\/p>\n

The findings were contained in a report by ServiceNow and ThoughtLab that was based on a survey of 34,000 executives, customer service representatives, and consumers globally. It concluded that organisations are struggling to translate AI potential into seamless customer experiences.<\/p>\n

Customer-service agents in Ireland are more constrained by their work environments, including fragmented systems and processes, than in other countries, ServiceNow found.<\/p>\n

Indeed, customer service systems here are among the worst across the EMEA, with organisations dedicating the least amount of time to customer service issues, according to the research.<\/p>\n

Almost one in three customer-service representatives here rely on five systems to resolve a single issue, and 60pc cite inconsistent customer data as a major challenge, much higher than the EMEA averages of 20pc and 43pc, respectively.<\/p>\n<\/div>\n

source<\/p>\n","protected":false},"excerpt":{"rendered":"

Despite a surge in corporate investment on AI and digital transformation, customers here still spend an average of 8.8 hours per year \u2013 or a collective four million working days… <\/p>\n","protected":false},"author":1,"featured_media":10408,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[242],"tags":[],"class_list":["post-10407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-editors-pick"],"_links":{"self":[{"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=\/wp\/v2\/posts\/10407","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=10407"}],"version-history":[{"count":0,"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=\/wp\/v2\/posts\/10407\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=\/wp\/v2\/media\/10408"}],"wp:attachment":[{"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=10407"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=10407"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wangzhuan-idea.icu\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=10407"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}