{"id":33,"date":"2007-05-23T13:23:21","date_gmt":"2007-05-23T20:23:21","guid":{"rendered":"http:\/\/briantroy.com\/blog\/2007\/05\/23\/how-much-to-your-customers-hate-your-ivr\/"},"modified":"2007-05-23T13:23:21","modified_gmt":"2007-05-23T20:23:21","slug":"how-much-to-your-customers-hate-your-ivr","status":"publish","type":"post","link":"https:\/\/blogarchive.briantroy.com\/index.php\/2007\/05\/23\/how-much-to-your-customers-hate-your-ivr\/","title":{"rendered":"How much do your customers hate your IVR?"},"content":{"rendered":"

So much that entire companies<\/em> are being launched to aid customers in getting around it.<\/p>\n

BRINGO<\/a> is a new service which enables customers to get to a human fast…<\/p>\n

BRINGO cuts through all of that so you don’t have to. That’s right, BRINGO has conquered phone trees.<\/p>\n

Here’s how it works:<\/p>\n

1. Find the company you’d like to call by category (credit cards, mortgages, loans, health care)
\n2. Enter your phone # (we will never disclose your phone number to anyone, not even your mother!).
\n3. Wait a few seconds while we navigate the phone tree.
\n4. When we call you back, pick up your phone and you’re done. No more phone trees.<\/p><\/blockquote>\n


\nWhich begs the question – why implement technology that your customers hate<\/em>?<\/p>\n

I’ve been working with this technology for better than 12 years now with fortune 500 companies as an empoyee and as a consultant, and in that time I have yet to see an IVR system that customer’s like<\/em>.
\nI’ve seen many that customers use (often because they are given little choice)… but never one that customers celebrate as a WOW experience. Why? Believe it or not when customers pick up the phone to call your company, they want to talk to a person.
\nWhat about Speech Recognition you ask? All empirical data pretty much indicates they hate that too… they just hate it a little less.<\/p>\n

Again, they called because they wanted to talk to a real live person…<\/em><\/p>\n

So let’s be honest with ourselves and our customers, the IVR is not about creating a great customer experience… it saves us money. If we did not do it we would have to charge significantly more for our products.<\/em>
\nIn short it is a necessary evil.<\/p>\n","protected":false},"excerpt":{"rendered":"

So much that entire companies are being launched to aid customers in getting around it. BRINGO is a new service which enables customers to get to a human fast… BRINGO cuts through all of that so you don’t have to. That’s right, BRINGO has conquered phone trees. Here’s how it works: 1. Find the company… Continue reading How much do your customers hate your IVR?<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18],"tags":[],"_links":{"self":[{"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/posts\/33"}],"collection":[{"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/comments?post=33"}],"version-history":[{"count":0,"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/posts\/33\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/media?parent=33"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/categories?post=33"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogarchive.briantroy.com\/index.php\/wp-json\/wp\/v2\/tags?post=33"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}