News, views and analysis from the A/NZ tech sector
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Hi there,
Don’t talk to me about customer service! It might be a key cornerstone of good business, but having spent far too long this week getting nowhere with chatbots, demanding the chatbot get a human, being cut off when calling helplines… well, you get the idea.
With Covid shutting down some of the more traditional means of customer contact last year, it’s no surprise the pandemic served as an accelerator for companies taking their customer service deeper into digital.
But more channels isn’t a guarantee of better, particularly if some of those channels aren’t serviced well. And they’re not. A new Pega survey shows that those non-traditional channels are the worst offenders when it comes to poor user experiences.
More choice might be great, but at the end of the day what customers really, really want is quick resolution of their issue.
Now, can I please have a human to talk to?
Enjoy the read,
Heather Wright
Editor
editor@istart.com.au
In this issue
Cool new customer channels not working
Chatbots, mobile not so helpful…
“Just being present on a range of channels is no longer enough.”
Federal CTO needed to increase trust, drive policy
Will Australia have success where NZ failed?…
“Transparent, independent advice would increase understanding of critical data and tech issues.”
Businesses failing to capitalise on sustainability opportunity
Wins there for the taking…
“Shifting to the cloud will not be sufficient.”
Composing a modern ERP strategy
Digitisation need not be at the expense of legacy…
“Composable ERP enables the foundational, administrative and operational digital capabilities to keep up with business change.”
NZ hits investment highs despite global uncertainty
Kiwi tech sector continues to attract high quality global investment…
“We have once in a generational opportunity…”
AppWrap: Tech news from around the web
The Sage Australia & Asia sale to Access Group has closed, meaning Sage’s non-ERP products now sit under the Access umbrella - Read more
Australian largest meat processor, JBS Foods, was temporarily shut down after a ransomware attack - Read more
AI will add very little to NZ’s GDP, says a new report from Otago University - Read more
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