Critique of automated responses to tech calls
|Tech companies need to quit with the automated voice replies to calls about service or accounts.
Pick a provider or reason for call, the exchange typically goes something like this.
Voice: "Thank you for calling about your (insert company name) service. Is the account you're calling about associated with the number (my phone number)?
Voice: "Please state your address, so I can pull up your account information."
Me: (I give the requested information.)
On a particularly bad day, we'll go through one more step before the voice says: "Sorry. I did not hear you. Please speak louder. Is the account you're calling about associated with the number (my phone number)?"
After each voice prompt, I hear clicking, as if someone were typing on a keyboard. Actually, sometimes it sounds more like an old teletype machine.
After a few minutes of this, my call is forwarded to a human.
Human: "To whom am I talking?"
I want to say: "Look at your computer screen, dummy!" But I don't. Instead, I go through all the steps all over again, including PIN or SSN verification, and home address.
Why is this even part of the process? If the computer is checking my account, why isn't that information fed to the human who eventually picks up? And if it isn't, why ask in the first place?
If I'm going to waste three minutes waiting for a customer service or tech support human, I'd rather hear ads or music than have to go to my keypad and press 1 multiple times.