More IVR improvements when sourced from web page

Last week I wrote about how the 800 number you get on the web page should be special and understand your context and how frustrating it is to get an 800 number from the Contact-Us page on a web site and then be taken through a series of menus that are a waste of time for somebody who was just at the web site.

While the best thing to do is to get an eCRM system which connects the user with a session fully informed about what they were doing on the web, that’s expensive. However, a few more thoughts have come to me.

a) Most IVRs for large companies offer the choice to use a different language, such as Spanish or French, which is good. But if I was on the web site I probably made a language choice there. So the “Contact Us” page in Spanish should give an 800 number that doesn’t bother to ask me, and the “Contact Us” page in English should probably be the same.

b) “Listen carefully because some of our options has changed” is one of the biggest lies out there. By if the Contact-Us page is going to lead the customer to an IVR, why not offer a page with a basic diagram of the IVR menus. Yes, I would like it to include the “path to an agent” sequence, and I know many companies don’t want to provide that in order to keep costs down. But at the very least you can tell me about the other choices that will be on the menu, and the fact that after I press 3 I’m going to be entering my account number followed by a pound sign.

And when the options do change, you can update the web site menus, and put a date on them so we can spot if they are old.

c) Ideally, track what I’ve been doing in my web session. Did I just book a flight? Did I just place an order? Did I just try to place an order and fail? Your web server knows this stuff. Now for some reason I’m phoning. Look at what I did and if you can’t offer me a custom 800 number just for that, at least spell out my likely path through the IVR. For example, “To amend this order in a way that can’t be done HERE, Call 1-800-xxx-yyy, press 3, wait for voice and enter your order number 123456 and then the pound sign.” (Yes, it should know my order number if I just placed an order.)

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His name is Brad Templeton. You figure it out.
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