Press Play with Madeleine Brand
Automated Customer Service
Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things. But automated customer service systems are increasingly complicated. Too often, they’re ineffective.
By Madeleine Brand • • 1 min readMany of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things. But automated customer service systems are increasingly complicated. Too often, they’re ineffective. Now some companies are trying to change the dynamic and let the customer dictate the terms of the service call.
