The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Hi, Mom!
Monday - December 12, 2005 01:56 PM in
We got some unexpected ink in the news issue of Speech Technology magazine. We're cited in the article Bail Your Customers Out of Voice Mail Jail.
Thanks for the mention, guys. Always happy to help out.
The article says many of the same things we've been saying for a long time: trying to keep customers "contained" in an IVR or self-service system doesn't work. What works is to make it as easy as possible for customers to use the self-service, and give them the option of talking to a person if they have to.
Posted by Peter Leppik
The article says many of the same things we've been saying for a long time: trying to keep customers "contained" in an IVR or self-service system doesn't work. What works is to make it as easy as possible for customers to use the self-service, and give them the option of talking to a person if they have to.
Posted by Peter Leppik
Posted at 01:56 PM by | | | |