Calling All IVRs


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Yes. All the buzz for the past couple of years in customer service has been focused on social. And by that, many are still defining social customer service as answering inquiries on Facebook and Twitter, but that’s a topic for an upcoming post.

The point here is that the dominant channel of both service demand and supply is still voice. But, while it seems like this channel is ripe for vast improvements in the customer experience and in efficiency, efforts to improve it have seem to become passe. So, I’m declaring my self Mr Boring is a quest to solve this phenomenon.

I spent last year responding to any and all customer surveys that came my way. I wanted to see what companies really did with my feedback. And by in large, the answer was nothing much. At least from the customer’s line of sight.

So now this year I’m on to IVRs and voice response self service. I’m still really bullish on the potential of this technology. So I want to call a bunch and peek under the hood. But I need your help.

If you have examples of companies that you think provide a really awesome (or really poor) voice response self service, can you do me a favor and shoot me the name of the company down in the comments? In return, I’ll come back with hopefully some interesting, actionable findings.

Happy dialing!

Republished with author's permission from original post.

Barry Dalton
Telerx Marketing
Consumed by the pursuit of delightful service. Into all things customer loyalty and technology. My current mission is developing new service channels and the vision of the contact center of the future.


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