Invest
Companies finally figure out that Aussies don’t like being left on hold
Waiting on hold could be a thing of the past, thanks to COVID-19, with Australians no longer willing to spend hours on the phone to communicate with financial institutions and service providers.
Companies finally figure out that Aussies don’t like being left on hold
Waiting on hold could be a thing of the past, thanks to COVID-19, with Australians no longer willing to spend hours on the phone to communicate with financial institutions and service providers.

In a new report from LivePerson, it was revealed that there was a 352 per cent spike in conversations around superannuation in March – in a part attributable to the Australian government’s announcement about the early release of super on 22 March.
It also flagged a near doubling of insurance conversations – 94 per cent growth – from 16 February to 22 March, due to people seeking clarification on policy details and payment options.
For LivePerson, the transformation in the way that brands and consumers are interacting could see call centres become the next casualty of COVID-19.
Weighing in on the findings, LivePerson’s Asia-Pacific general manager, Andrew Cannington, said the pandemic has sped up the transition to new methods of communication.

“This period has been really tough for brands and their customer contact staff, but it’s resulting in innovation,” he commented.
“Communicating with brands via your favourite channels is no longer the future, it is the new normal.”
He argued that for many organisations, this difficult period will be a turning point in how they approach their service and support channels.
“While the shift to messaging has been underway for some time, what the closure of call centres and the need for physical distancing has done is make many organisations think more deeply about how they operate and what their customers want,” Mr Cannington continued.
“The result has been an immediate and marked shift to messaging.”
“Brands are realising that their staff can work from home when needed, that technology can help them better do their jobs and that customers prefer engaging with them using messaging instead of a telephone call.”
All up, numbers crunched by LivePerson show a near six-fold (5.6x) increase in Australians who are using massaging channels such as Facebook Messenger, WhatsApp and SMS to communicate with brands since May 2019.
The volume of messaging has also increased, sitting 77 per cent higher than it was at the beginning of 2020.
According to Mr Cannington, “Another potential ramification of this shift from voice to messaging-based customer service could be the creation of thousands of local jobs, as companies consider making their temporary moves away from offshore call centres to locally based messaging agents permanent.”
Did you enjoy this article? You might also be interested in:
- Coping with a crisis: Surge in advice enquiries
- Life insurers won’t falter on COVID-19 cover
- Why an income stream could lessen your superannuation anxiety
About the author

About the author


Advice
Building a recession-proof investment portfolio
Economic downturns are inevitable, but a well-constructed investment portfolio can withstand market volatility and protect your financial future. Building a recession-proof investment portfolio ...Read more

Advice
Navigating the startup investment landscape in Australia: Risks and rewards
The Australian startup ecosystem is bustling with innovation, offering unique opportunities for investors to be part of the next big success story. Investing in startups not only fuels the growth of ...Read more

Advice
Study reveals the financial value of stay-at-home parents across the globe
A new index created by beikecelltherapy.com, a stem cell therapy expert, has quantified the time stay-at-home parents dedicate to their role and calculated the cost of outsourcing their tasks in 80 ...Read more

Advice
Securing success: Top real estate investment courses in Australia
Real estate investment in Australia offers a pathway to financial growth and stability, attracting both novice and seasoned investors. Read more

Advice
Navigating the path to citizenship: Real estate investment visa in Australia
Australia's robust economy, high standard of living, and vibrant culture make it an attractive destination for many seeking a new home. Read more

Advice
Email phishing attacks skyrocket due to ChatGPT's influence, experts warn
The rise of Generative AI technologies like ChatGPT has been met with a dramatic increase in cyber threats, particularly in the realm of email phishing attacks. Read more

Advice
Real estate investment for foreigners: A guide to investing in Australian property
Investing in Australian real estate presents a lucrative opportunity for foreign investors, offering a stable and growing market with potential for high returns. Read more

Advice
Smart investing: Using a real estate investment calculator for Australian properties
In the dynamic world of Australian real estate, making informed investment decisions is paramount. Read more

Advice
Building a recession-proof investment portfolio
Economic downturns are inevitable, but a well-constructed investment portfolio can withstand market volatility and protect your financial future. Building a recession-proof investment portfolio ...Read more

Advice
Navigating the startup investment landscape in Australia: Risks and rewards
The Australian startup ecosystem is bustling with innovation, offering unique opportunities for investors to be part of the next big success story. Investing in startups not only fuels the growth of ...Read more

Advice
Study reveals the financial value of stay-at-home parents across the globe
A new index created by beikecelltherapy.com, a stem cell therapy expert, has quantified the time stay-at-home parents dedicate to their role and calculated the cost of outsourcing their tasks in 80 ...Read more

Advice
Securing success: Top real estate investment courses in Australia
Real estate investment in Australia offers a pathway to financial growth and stability, attracting both novice and seasoned investors. Read more

Advice
Navigating the path to citizenship: Real estate investment visa in Australia
Australia's robust economy, high standard of living, and vibrant culture make it an attractive destination for many seeking a new home. Read more

Advice
Email phishing attacks skyrocket due to ChatGPT's influence, experts warn
The rise of Generative AI technologies like ChatGPT has been met with a dramatic increase in cyber threats, particularly in the realm of email phishing attacks. Read more

Advice
Real estate investment for foreigners: A guide to investing in Australian property
Investing in Australian real estate presents a lucrative opportunity for foreign investors, offering a stable and growing market with potential for high returns. Read more

Advice
Smart investing: Using a real estate investment calculator for Australian properties
In the dynamic world of Australian real estate, making informed investment decisions is paramount. Read more