The Customer Service Survey
NoPhoneTrees
Tue - May 29, 2007 04:16 PM in
Here's an interesting service: NoPhoneTrees.com, an advertiser-supported web site which connects you to any of a number of major companies' customer service agents bypassing the IVR.
It appears that what they're doing is navigating the IVR automatically--probably with rules which have to be programmed for each company--then outdialing to the customer when the call is in queue.
I don't know if this will succeed commercially, but it certainly shows the frustration level that consumers have with customer service systems. My guess is that if this takes off, some of the target companies will respond by adopting countermeasures (for example, a randomly changing prompt), and others will simply build in a shortcut to get to an agent so customers don't feel the need to use NoPhoneTrees.com.
Posted by Peter Leppik
I don't know if this will succeed commercially, but it certainly shows the frustration level that consumers have with customer service systems. My guess is that if this takes off, some of the target companies will respond by adopting countermeasures (for example, a randomly changing prompt), and others will simply build in a shortcut to get to an agent so customers don't feel the need to use NoPhoneTrees.com.
Posted by Peter Leppik
Posted at 04:16 PM | | | | |