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About This Document: Ally Bank's television and print advertisements emphasize that their customers never need to use an IVR. Meanwhile, GetHuman.com provides a smartphone app to bypass IVR systems. Some systems might enforce company policies, such as those listed in Frugal Customer Service Policies, to try to save money. In reality, these policies spawn unhappy customers. As a result of the policies, customers not only dislike the specific company, but also dislike phone customer support systems. Please stop using frugal policies. Spend some money to improve customer service, and keep your customers happy and willing to return for more business. Help make the IVR black eye fade into history.

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11/14/11

Categories: DocStore > Periodicals
Tags: Speech Technology, Nov Dec 2011, IVR Has a Black Eye, Larson, Jim, Commentary, Voice response technology, Voice communication, Customer services, Technology adoption, 5240, Software & systems, 2400, Public relations, 9190, United States, United States--US

IVR Has a Black Eye

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IVR Has a Black Eye

JIM LARSON

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