However, the point here is that it’s all about differentiating your company from the rest. What about giving your customers a real voice to talk to immediately? Is it possible to have a live agent answer the call on the first ring? You’re darn right it’s possible!
In response to the 1to1 post, the eStara blog says something worth noting:
“…companies should realize that not every contact is a burden, but an opportunity.”
How ironic…using the human voice as a differentiator…we can be backwards sometimes! Isn’t the human voice something we should be giving?
Being able to talk to a real person is very important to me. I am usually pretty patient with companies that use automated systems, and sometimes find them time saving. But I get frustrated when the system obviously does not understand my repeated requests and there is no way to contact a real customer service representative. And why have an automated system verify my account information only to have the agent ask for the same information? I just don't get it...
Posted by: Kimberlee Morrison | June 13, 2007 11:37 AM | Permalink to Comment