10 November 2011

User experience for customer support phone calls

Currently, the user experience of telephone customer support for many companies  is fairly poor. If the support is automated, then the user must navigate through many menus after listening through each option, or they will have to use some sort of voice recognition technology that does not always work. For support that is not automated, then it is usually better, but the operators are sometimes not very knowledgeable or have a thick accent.

Companies could take steps to improve this area. For example, they could have a website that handles basic questions being asked and focus their resources on hiring competent operators.


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