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by pbourke
2127 days ago
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> Incentivize customers not to pick up the phone and call How companies should do this: provide self-serve options for most things. Make the status of a long-running transaction transparent. Fix issues that cause people to call in the first place. How companies actually do this: IVR>You can find self service options on our Customer> 0 IVR> .. site to check your ... Customer> 0 IVR> ... transfer funds and ... Customer> 000000... |
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On the one extreme you can offer voice based support - Just blurt out your question to the phone, system does speech -> text and answers your question. Super super hard.
Interim at least you can offer support on Whatsapp/Facebook where someone can actually ask a question and get answered - a much better version of the chat bots that exist today.