subject: Listen Carefully as Our Options Have Changed [print this page] Who cares!?! We listen and follow instructions, do we not?
I'm making some assumptions here. Yes, I know what happens when you make assumptions, but I am a customer service expert and know a little something about customers, so I give myself permission. Here goes:
1) You/we are savvy people.
2) You're reading this, so you are computer literate.
3) You/we are happy to use self servicewhen it works!
By the way, self service doesn't work so well. According to a Kanisa webinar @ CRM Magazine, only 14% of people don't know you have a website. Here's the actual breakdown:
42% - of customers say it's too hard for customers to find what they need
34% - customers don't trust the system or the answers
7% - the answers aren't there
That's 86% of the people! This is a terrible exposure for any company's website. You are/we are one click away from the competition.
4) Your/our intelligence is challenged by "listen carefully" we do listen so we know which button we want/need to push. And if all else fails, zero pound (known as an octothorp) usually gets you to a human.
5) Many times the options have not changedand it's a gimmick to make you think they have.
What's my point here? Treat you/me/us with dignity and respect. That means just give us the menu without the excess verbiage. Tell me which number to push for which department and please give me a zero out' option so I don't get caught in IVR hell.
6) Finally, KISS, Keep it Super Simple. I/we love the idea of taking care of ourselves, of being given options in order to do so 24/7, but don't give me/us too many options that I/we are forced to push a button to hear them all over again!
7) Originally it was reported that the mind can remember 7 things. The latest studies suggest 3-4 things maximum. And how many options are we given on IVR? My experience tells me many more than 3-4. Interesting, no?
I repeat "who cares" if your menu has changed, I/you/we care more if we can easily navigate the options offered to us and get to where we want to get to quickly and easily. Don't you agree?
