{"id":76038,"date":"2025-06-30T16:36:22","date_gmt":"2025-06-30T16:36:22","guid":{"rendered":"https:\/\/smebanking.agency\/club\/?post_type=product&amp;p=61827"},"modified":"2025-06-30T16:36:22","modified_gmt":"2025-06-30T16:36:22","slug":"61827-consumer-voice-report-servicenow-2","status":"publish","type":"product","link":"https:\/\/smebanking.agency\/platform\/report\/61827-consumer-voice-report-servicenow-2\/","title":{"rendered":"Consumer Voice Report 2024 \u2013 ServiceNow"},"content":{"rendered":"<p>More than 15,000 adult respondents from the UK, Ireland, France, Spain, Germany, Italy, UAE, Sweden, Switzerland, and the Netherlands participated in the survey. The survey was conducted from January 3 to January 11, 2024.<\/p>\n<p><strong>Interesting findings:<\/strong><\/p>\n<ul>\n<li>The top three service aspects that customers want organizations to prioritize:\n<ul>\n<li>44% \u2013 price reduction<\/li>\n<li>35% \u2013 improved after-sales service<\/li>\n<li>30% \u2013 greater focus on personal relationships with customers<\/li>\n<\/ul>\n<\/li>\n<li>21% of respondents prefer chatbots for obtaining basic information and agree that chatbots are more effective than humans in this regard.<\/li>\n<li>When dealing with complex issues:\n<ul>\n<li>39% of respondents would prefer to call a support agent<\/li>\n<li>38% would prefer to chat with a support representative online<\/li>\n<li>18% would turn to a chatbot<\/li>\n<li>85% of respondents noted that allowing customers to choose how they interact with support is an important element of quality service.<\/li>\n<\/ul>\n<\/li>\n<li>Among respondents who said they would not use a generative AI chatbot, the most common reasons were:\n<ul>\n<li>A desire for a sincere response or apology instead of a template reply (46%)<\/li>\n<li>Reluctance to see AI replace human jobs (40%)<\/li>\n<li>Uncertainty about the accuracy of the response (36%)<\/li>\n<\/ul>\n<\/li>\n<li>By 2030, customers expect companies to widely adopt:\n<ul>\n<li>Full 24\/7 customer service (63%)<\/li>\n<li>\u201cSmart\u201d products that are instantly and autonomously replaced if damaged (48%)<\/li>\n<li>Use of VR technology for \u201ctry-before-you-buy\u201d experiences (44%)<\/li>\n<li>Personalized AI product recommendations (34%)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>The \u201cVoice of the Customer \u2013 2024\u201d report by ServiceNow Opinium Research aims to provide insights into how these technologies contribute to effective customer service &#8211; both now and in the future.<\/p>\n","protected":false},"featured_media":61828,"template":"","meta":{"pmpro_default_level":"","tdm_status":"","tdm_grid_status":""},"product_brand":[],"product_cat":[2355,2347],"product_tag":[2339],"class_list":["post-76038","product","type-product","status-publish","has-post-thumbnail","product_cat-digital-banking-en","product_cat-study-library","product_tag-servicenow","pmpro-has-access","first","instock","shipping-taxable","product-type-external"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - 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