Kate Tulp: ServiceNow Country Manager on customer service wait-times rising for a second year in a row

Kiwis have had enough of being on hold after more than 22 million hours on the phone for customer service.  ServiceNow commissioned research surveyed more than a thousand people, finding wait-times rose for the second year in a row.  On average it takes businesses six days to solve a customer's issue despite more than half of Kiwis saying they won't wait longer than three.  ServiceNow Country Manager Kate Tulp told Mike Hosking that the current economy has inflated the issue.  She says customers' expectations have continued to rise, while our dollar hasn't.  LISTEN ABOVE   See omnystudio.com/listener for privacy information.