We live in an era where getting help from customer support is increasingly difficult. You may end up spending hours on hold waiting for someone to pick up or be transferred from one department to another without having your problem solved.
Furthermore, studies show that the average American wastes 43 days on hold during their lifetime. Given the circumstances, it is understandable why a recent survey showcases that 24% of Americans would prefer to shave their heads rather than call customer service, 30% of them would rather do their taxes, and 28% would go to the dentist – which is quite telling.
Why IVR systems are not the solution
While some companies rely on IVR (Interactive Voice Response) systems to elevate their customer service experience, they have a handful of significant flaws: customers still despise them, perceive them as highly outdated, and view them as yet another obstacle in the way of reaching out to a human operator.
Customers simply hate waiting on hold and navigating through automated menus that force them to listen to irritating hold music. They are often so frustrated by such experiences that they are willing to go out of their way to get a human representative as soon as possible. 83% of customers have abandoned a company for good after having to navigate an IVR menu, resulting in a loss of $262 per customer.
What about Voice Bots?
Voice bots are a better solution for many companies because they eliminate some of the problems associated with IVR systems. Instead of forcing customers through prompts, voice bots allow them to communicate naturally with an automated assistant that understands what they’re saying and can respond accordingly.
However, the core problem remains: users do not want to engage with a bot when calling customer service but with a live agent. Even though many voice bot players in the market claim that their solution is as efficient as humans, that is not true yet. Voice bots utilize natural language processing technologies and speech recognition, which are far from 100% accuracy. This means that the bot is highly likely to misunderstand users and lead to the same level of annoyance as IVR systems.
A user encountering a problem does not want to repeat the same phrases ten times in the hopes of being understood by a bot, nor does he/she want to rely on a solution that can do the same thing a human can do – but slower and less efficiently.
Enter Day – a simple solution for your customer service hurdles
The good news is that there are companies out there trying to tackle the customer service contact problem, offering users what they actually desire: a way to connect with a customer service representative as quickly as possible.
Day is one of the clever solutions available on the market, enabling you to skip annoying hold-time songs and save precious time. All users have to do is download the Android or iOS app or use the web application to browse the extensive directory of companies like Amazon, Apple, Burger King, Chanel, Disney, Chevrolet, or FedEx.
You can go about your day and responsibilities while the app takes on the long waiting time, enabling you to skip the endless button-pressing time altogether. You are notified when a human representative is ready to answer or return your call.
“The team behind Dayapp.net is comprised of like-minded individuals united by a common goal: to make people’s lives easier and enable them to save valuable time. We are fully aware of how frustrating it is to be put on hold or have to go through prompts when you have a pressing problem that truly needs human intervention. We’ve set out to change the customer service experience through a simple solution that connects humans to humans,” Maxim Litvinov, the founder of Day App, said.
Sometimes, such a solution does not exclusively boil down to saved time and costs. It may also help avoid conflicts with customer service representatives due to the frustration accumulated while waiting for someone to pick up for an hour or more. According to Hubspot, 57% of customers believe the most annoying part in dealing with customer service is the long waiting time, followed by 21% who despise talking to a bot the most. Solutions like the Day app solve both issues.
“I believe too many companies undermine the importance of customer service and end up losing many clients yearly due to this fact. However, it is not always about a lack of interest – some companies can not afford to hire enough customer service representatives. Our solution can prove itself extremely valuable for both the user and the company,” Maxim Litvinov also stated.
The Bottom Line
We have established that IVR and voice bots are not enough to tackle the “talking to a human customer service representative ASAP” issue. However, utilizing the Day App, which puts you in touch with human customer service agents as soon as they’re available, is an efficient way to handle support issues. In a world where every second counts, we are excited to see how they will help people make the most of their time. The future of technology and support is truly limitless, and we can only wait and see where it goes next.
