Customer Service IVR and Online

Tuesday, September 5th, 2006 at 9:19 AM | Category: Meryl's Notes Blog No comments

I appreciate companies and organizations that take advantage of the Internet to make it easy for customers. This list includes Amazon, Carter Blood Care, and a non-profit organization that lets customers go to its web site to schedule a donation pickup.

The other option is to navigate the nightmare of an IVR system. I discovered an IVR system for the first time in the early ’90s and this wasn’t a trend I looked forward to. Read how difficult it is to work with an IVR system through the relay service. The entry also refers to two positive stories.

Good Experience explains that customer service isn’t the same as the customer experience.

Businesses need to offer multiple ways to reach them for help or support. Online AND telephone support. Though we prefer to reach a human without navigating the IVR system, realistically — some companies can’t handle the amount of calls they get and need help. IVRs aren’t going away. The key thing is for businesses to provide multiple contact routes and make it easy to find their contact information online.

Church of the Customer Blog shares many stories related to customer service. An important factor is for companies to listen to the blogosphere and the web about what people say about their products or brand. Looks like my old post on Earthlink picked up recently — but I’ve yet to see Earthlink respond.

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