By Stephanie Ciccarelli
August 10, 2006
How can you help make your clients' telephone systems and customer service even better? The answer lies in the IVR menu.
I was reading an article printed in the Thunder Bay Chronicle Journal this week pertaining to corporate telephone systems and how they irritate callers who want to talk to a 'real' person.
The article featured GetHuman.com, a US based database that publishes a cheat sheet to help those who are frustrated by telephone system recordings get through to a real person, whether it be getting through to someone who works for a business or for the government.
Using these automated systems is a sore spot for a growing number of people, particularly elders and those with hearing problems.
One of the communications businesses mentioned in the article argues that the "IVR speeds up access to services, data, and information through immediate and real-time interaction."
An increasing percentage of callers find it difficult to accept that response. While it's true that the information buried within these systems is useful, the very tools built to serve shouldn't make receiving personal customer service an obstacle.
Something that the article suggested as a starting point, if not a solution, was for the Interactive Voice Response (IVR) to include an option that allows a caller to get through to a person for immediate assistance.
Many of you serve as the voices for automated telephone systems. Bearing that in mind, the next time you receive a script to record for a company telephone system, it may be prudent to suggest that the IVR contains an option to reach someone immediately for service and not another IVR menu or on-hold message.
For sales, press one
For support, press two
To speak with someone immediately, press three
This minor suggestion will benefit your customers greatly and provide their customers with a better experience all around.
Any thoughts on this?