More IVR Morass<< Google Talk. So Fresh, So Clean...I Think! | Main | Customer Service Executive Survey >> Zachary McGeary | August 26, 2005, 03:53 PM I contacted my broadband provider today. I needed to update billing information since my carrier was switched over. I got the IVR. Rats. The options were to leave a message or press "0" to contact a live rep, "if this matter is urgent". Well, even if it wasn't urgent to me it should have been to them! Surprisingly, there was no cue for which number to press to leave a message. So I wait, and the menu is repeated! I had no choice but to opt for live service. "0" Doh! Another menu. The same menu again! I press "0" again. I get through. Is this not just one example of IVR service gone wrong? Even if the call went through? I believe most of us have probably experienced this at least once. It is precisely this kind of widespread, sloppy IVR programming that leads to frustration. New IVR tools are making the complex programming, and ongoing diagnostics, much easier to manage. But IVR has an uphill battle to win with consumers, and anything short of perfect service is only going to continue to alienate consumers. And don't even get me started on how long I waited on the phone before a rep finally picked up! After which I was passed around to three different people! |
 Subscribe for free JupiterResearch email updates:
|