Indian Consumers Spent Over 15 Billion Hours on Customer Service Hold in 2024: Report

 In 2024, Indian consumers collectively spent more than 15 billion hours waiting on hold to lodge customer service complaints, according to the 'Customer Experience Intelligence Report 2024' by ServiceNow. This extensive wait time resulted in an economic loss of approximately $55 billion. ​BMI+3Business News This Week+3Business Newsweek+3ETBrandEquity.com+4Deccan Herald+4Business Newsweek+4

The report, which surveyed over 4,500 Indian consumers aged 18 and above, revealed that the average individual spent around 30.7 hours annually on hold to address issues or complaints. More than 50% of respondents noted an increase in their time spent waiting compared to the previous year. ​BMI+3Business Newsweek+3Business News This Week+3ETBrandEquity.com+3Business News This Week+3BMI+3

The study identified several structural issues contributing to prolonged wait times:​

These challenges have significantly impacted customer loyalty, with 66% of consumers indicating they would consider switching to another company if their issue remained unresolved within three working days. Additionally, 84% expressed a willingness to leave negative reviews online or on social media following a poor service experience. ​Business News This Week+3BMI+3ETBrandEquity.com+3ABP Live

Despite the growing reliance on AI-driven solutions—80% of Indian consumers now use AI chatbots for services like checking complaint statuses and product recommendations—the anticipated reduction in wait times has yet to materialize. However, there is a notable increase in trust towards AI, with 66% of respondents expressing confidence in generative AI to deliver quality customer service, nearly 10% higher than trust in traditional in-person support. ​Business Newsweek+2ABP Live+2BMI+2ETBrandEquity.com+3BMI+3Business Newsweek+3

Sumeet Mathur, Senior Vice President and Managing Director of ServiceNow India Technology and Business Center, emphasized the urgency for businesses to adapt:​ABP Live+5BMI+5ETBrandEquity.com+5

"Indian businesses are at risk of losing two-thirds of their customer base in 2024 due to slow service solutions. Consumers have spoken—three days is the maximum time they will wait for a solution before taking their business elsewhere. Businesses that can’t meet that standard must act, installing AI-powered self-service options available at the consumers’ fingertips." ​Deccan Herald+4Business News This Week+4Business Newsweek+4

The report underscores the critical need for Indian enterprises to address these service inefficiencies. By embracing AI-driven solutions and improving internal processes, businesses can enhance customer satisfaction, reduce economic losses, and maintain a competitive edge in the evolving market landscape.​Business Newsweek+1BMI+1

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