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Blogger Hacks Customer Service

By Kevin Dugan
Expert Author
Article Date: 2005-11-24

ABC News World News Tonight just profiled blogger Paul English and his "Cheat Sheet to Find a Human." ...

English has figured out hacks past the Byzantine customer service phone menus for more than 100 companies.

It costs companies $1.00 per minute to put a human on the phone with a customer, .40 cents per minute if that human is in India. Interactive Voice Response (IVR) technology is designed to eliminate the need for human intervention and save the companies money.

Paul English's blog and extensive IVR hack list is a great example of the power of a passionate consumer. If your company is on the list, perhaps you should consider revisiting the voicemail jail you've built for your customers?

Can You Hear Me Now?

In the time these customers are on hold, or trying to figure out the confusing menus, they can go online, create a blog (for free) and tell their story to several human beings. With Google and RSS behind their ire, your company generates negative word of mouth without even knowing it.

Reader Comments ...

About the Author:
Kevin Dugan is the author of the popular Strategic Public Relations blog. Kevin is Director of Marketing Communications for FRCH Design Worldwide.

Visit Kevin's blog: Strategic Public Relations.

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