Along with your response if you can mention city/country you are reporting from that would be great.
Once in a while do you have to call customer care number of insurance company, bank, Internet Service Provider, Cellular operator etc.? Do you have to go through annoying IVR and being on hold forever until you can talk to a real person? Does this feel like waste of your time?
Most people have to interact with at least one company in each of the following categories.
- Internet Service Provider (ISP)
- Cellular Network Provider
- Cable TV operator
- Insurance company
These interactions include information/clarification or service requests of some kind. E.g. billing inquiry, change of plan/scheme, renewals. Every time I need to talk to these providers I go through this cycle:
- Find customer support number of the company on google
- Retrieve the identification information (account/policy/registration number) from their website/ TV/ Checkbook/Insurance policy
- Call up the customer support and hoop through various menu of annoying IVR, optionally key in the identification somewhere in there.
- Hold the line, “your call is important to us …blah blah blah…”
- Talk to a real person (customer service rep) who probably asks you the same identification again. Wait while he pulls up your account.
- You explain what you are calling about. He puts you on hold while he digs for relevant details.
- At this point, if you are lucky your query gets answered. Otherwise some more rounds of hold/unhold follows until he/she finally finds what you want.
All of this is really inefficient, boring and costs me anywhere between 10 to 30 minutes of my life. For companies that customer service time is cost, literally. Do you think this is a problem worth solving?