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If you’re like us, you’ll agree that the phone tree and Intelligent Voice Response (IVR) systems are about as far from customer service as you can get.
Customers and company employees are forced to waste valuable time listening to someone read the entire menu before making a selection. If they make an error or press the wrong key, they waste more time. There has to be a way to reach the person who can address your issue without wasting so much of your time.
CallCheetah brings customer service back to the phone system.
At one time, companies and organizations could afford to hire receptionists and operators to answer incoming calls who were trained to evaluate who was best equipped to address any given question, then connect the call to that person. One of the results of current technological advances is that companies, let alone non-profit organizations, can no longer afford to assign people to this task without passing the expense to the consumer somewhere else. Sadly, low cost technology has ensured that the days of humans deciding who can best address your particular question every time you call are gone.
Richard Shapiro, president of the Center for Client Retention in Springfield, N.J., estimates that 40 percent of the people who call a company's toll-free number immediately dial 0 looking for a live person. While talking to a person may be more comforting than listening to a recording, it seldom connects the consumer to the best person to address their concern. This also incurs more costs to the company or organization in lost productivity while people untrained in this process attempt to figure out who can actually address the question. Customer satisfaction and brand loyalty suffer as frustration levels escalate.
CallCheetah is the solution for the customers and the companies.
Customers attempting to contact a company or organization which uses phone tree or IVR system can access the phone menu through CallCheetah’s web page and quickly get the correct menu sequence to the person best trained to address their particular issue.
Companies or organizations using a phone tree or IVR system can enter their phone menu data in CallCheetah’s system to ensure that calls are routed efficiently to minimize time spent on the phone, reduce telecommunications costs, and ensure customer satisfaction
CallCheetah is the only solution to the IVR/phone tree problem which offers real satisfaction to companies and customers alike.
Don’t just find a person, find the right person.
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