Silence the Screams – EASE the PAIN with Visual IVR!
How many times have you felt like screaming when you got a long IVR…interactive voice response…menu when you called a business? Well lots of people do scream and lots hang up, too! Of course businesses use them to ‘help’ callers while saving human and time resources, but are probably losing customers and cash. They’re especially losing mobile callers, who are often in a rush and anxious to use fewer mobile minutes to conduct a business transaction.
Although intended to improve customer satisfaction, a survey taken by Amplicate in 2010 found that 88% of people hate IVRs. Not dislike, but hate.
YOU can help transform hated traditional IVRs with Radish ChoiceView Visual IVR. Join the discussion.
Tell us about your frustrating or funny experience with a company’s IVR or add a comment about IVRs in general. Your comments may appear on our website and may be quoted, using your first name only. Thank you for leaving leaving a comment below…
Airline systems are so annoying!
Just had a VERY frustrating interaction with DirecTV while calling in to get an error in our programming package fixed. We had placed an order and the programming package was set-up wrong. We had gotten transferred first to a supervisor and then the supervisors’ supervisor, each time, having to re-tell our story. Definitely felt like we were in voicemail hell as we were put on hold and wondering if our problem would ever get fixed. Would have loved to have navigated through the issue with your ap on my phone!
Recently, I received a fraud alert email from Chase for my credit card and was asked to call in to a special phone number to verify whether the charge in question was indeed fraudulent. A product like yours could have made the whole verification/claims process much simpler. Initially, I was concerned that even the fraud email I had received could be fraudulent and was concerned that the toll free number they instructed me to call could be fraudulent. Having a visual interface with that number would have eased my fears. Next, going through the automated part of their system was frustrating as I had to provide the same information twice. Another area where a visual phone interface could have sped up the process.
please reach out to tmobile – their ivr is painful!
I love your product and wish you great success!!
Hunter
As someone who flies nearly 100k miles per year, I have to say that it can get pretty frustrating when I call the airline and have to navigate through a series of automated prompts.
As an example, I was at JFK last year on a connection to Prague when my flight got cancelled due to fog at JFK. There I was running through the airport, toting a bag and trying to make contingency flight arrangements on my phone. I finally got someone from Delta on the line, but it was a challenge trying to talk through re-routing options with just voice – would have been awesome to be able to use visual prompts to have navigated the Delta automated prompts and then been given visual re-routing options on my phone once I got connected with a Delta agent. Hopefully Delta will adopt something like Choiceview – it would put them light years ahead of the other carriers with regard to customer service.
It’s always a hassle to navigate Chase’s phone menu. I have to first download their PDF phone menu (https://www.chase.com/online/services/document/Chase_Call_Center_Sheet.pdf), write down the choices I need to hit, and then begin the call. It would be so much easier for all their customers if they used a system like Radish offers.
Jeff, a professional IVR developer, wrote in an email to Radish: Your site gets an A++ for bringing humor to this IVR area. I was at one of our client sites outside of San Francisco a while back and they had a cartoon pasted to the door – for sales, press 1, for customer service press *126#93…
My (partial) list of IVR users/abusers: Comcast; virtually every insurance company, particularly health insurance companies; banks; credit card issuers; and so on.
I always say “representative” immediately. It gives me the impression that I get through faster, but it really defeats the purpose of a company having an IVR. Just last week I was screaming when I reached Comcast’s IVR.
These banking and insurance IVR’s are killing me. USAA can benefit from ChoiceView. You can try to pick a topic, but if the system understands you, your choice will not be on their list anyway.
Anything to not have to deal with an IVR. Traditional IVRs are unlikely to help with what should be a company’s major focus….customer service, sales, and satisfaction….Radish ChoiceView facilitates where the “real” focus should remain….profitable customer satisfaction.