Monthly Archive for January, 2008

Go to %&$#@!!

Published
by
Abhijit Barde
on January 28, 2008
in VUI and caller experience
. 0 Comments

Abhijit BardeRecently, I came across a video making fun of voice automated apps in an unusual service automation scenario: confessing your sins.

The video gently nudges the issue about how callers are at the mercy of rigid and badly designed voice apps.

Sadly, in real life there are lots of badly designed voice apps where caller are faced with no choice but to use the apps no matter what.

My personal experience with a few commercial apps is that I felt I was trapped in the voice system trying to do things the system’s way. All of us know that a bad voice app could be detrimental to caller adoption, potentially affecting customer loyalty.

I am not going to dwell on VUI best practices. A lot has been said about VUI best practices and is essential to all voice apps. But companies that spend thousands of dollars on designing cutting edge system fail to take into account customer feedback –which is the most critical part to the success of the app. Companies miss out on simple things like Wizard of Oz testing and caller surveys which help gauge caller perceptions and system adoption.

There are a few independent companies such as (www.vocalabs.com and Sterling Audits) that help you methodically audit and benchmark usability of your customer service. Those of you who want to follow the scientific benchmarking approach I would recommend following two books: Gourmet Customer Service and “How to Audit and Benchmark Your Voice Response System”.

So in closing, referring to a quote in the video, remember that if your users are complaining about your automated applications they are probably already in hell.

Giving the Jailhouse Keys to the Caller

Published
by
Nick Ezzo
on January 11, 2008
in caller experience
. 0 Comments

Nick EzzoA colleague recently sent me an article by Donna Fluss at CRMXchange. In her article, she highlights the new American Airlines self-service application called Remember Me.

I like Donna’s take on it:

American Airlines’ recently announced initiative changes the dynamics slightly and shifts some of the responsibility for service enhancement to customers.

It establishes that even in large retail environments, like airlines, enterprises can “partner” with their customers and ask for their help in providing better service. This type of service also empowers customers, albeit in a very small way, to take an action that allows them to receive better service.

What Donna is referring to is the issue of “control” that frustrates callers that are forced into unpleasant situations (like some IVRs).

It would reduce some customer frustration resulting from being totally at the mercy of an enterprise, giving some “control” back to the customer.

It seems that giving the caller the key to his own jail cell is a good thing.