We all know that it’s difficult to write clearly. Take this sign as an example:
Yes, I’ll admit that this picture was taken in a foreign country and most likely written by someone who had a few too many cocktails during their Rosetta Stone session. Nonetheless, I am sure you can relate to being in a writer’s funk.
What about speaking clearly? Do you think you’re better at conveying your message when speaking aloud? I’m not sure either. But what I do know is that you should not let an interactive voice response (IVR) system help you decide. What’s an IVR, you say? An IVR is a phone based system that allows customers to complete an agent-less transaction through self-service. You know, it’s the robot on the other end of the phone that “better directs” your call whenever you ring a customer support hotline. I personally find IVR systems annoying and on top of that, they have me convinced I have marbles in my mouth. Here’s what generally happens:
Company IVR: “Hello and welcome to XYZ Company. To better direct your call, please specify the reason for your call. You can say ‘sales’…”
Me: “Sales.”
Company IVR: “…I’m sorry, the system could not recognize your request. You can say ‘sales,’ ‘technical support’…”
Me: “Sales! Arggg”
Company IVR: “…I’m sorry, the system could not recognize your request. You can say…”
Me: “SALES!!”
Company IVR: “…OK, you said ‘Sales.’ To better direct your call, what type of product are you calling about?…”
Me: At this point, I’m usually pressing “0″ as if I’m playing a video game with my nephew and required to rapidly tap a button on the controller.
Company IVR: “I’m sorry we could not process your request. Please hold as we direct your call to the company operator.”
Generally, dealing with an IVR system turns my mood from good to bad in a matter of moments, which is perfect timing for that lucky customer service representative (CSR) who handles my call. I understand that IVR systems can be a great tool for companies to handle inbound call volume, especially with the further improvement of these platforms. But for now, I can’t help but believe that IVR system’s generally hurt companies more than they help by frustrating customers and portraying an “it’s tough to do business with us” attitude. I guess that’s why I laughed so hard after watching this Ally commercial….
