Phone menus, also known as Interactive Voice Response (IVR) systems, could be a blessing when all goes well, but extremely frustrating when all a consumer wants is a human representative. How would you react if you would get lost in the maze of automated options, just to hear that you will be charged a significant fee for wanting to be transferred to a human representative?
Customer service is a critical aspect of most businesses, but doing a good job at it can prove expensive. With the help of technology, in recent years, many companies have automated their customer support processes, including financial institutions. Yet, automated customer service is not merely a technological innovation, but also a social change: it reshapes the behaviors and expectations of both consumers and businesses. Moreover, governmental agencies and other organizations have also started adopting variations of such menus in their operations as well. And why not?
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