Introducing Audio Intros and Record-Readiness

“May I ask why you’re calling?” politely asked Suzanne, the reservation agent.  [Take a deep breath.  Let it all out…. That was just the TENTH time you’ve been asked that question during this call!]  But let’s not take it out on Suzanne.  She is doing her best. 

Then why is this experience so infuriating?

People don’t like to repeat themselves, especially when they have to repeatedly tell the painful reason why they are calling customer service.

That’s why we launched “Audio Intros” ~ the latest of our Lucyphone features.  This feature has been active for a while in our enterprise solution but we’ve gone ahead and activated it for the consumer service as well.

So here’s what’s new… With audio intros, you’ll have an opportunity to record a short message for the Customer Service Rep before leaving Lucy to wait in queue.  For instance, I’m calling an airline and after I select “existing reservations” and that I need to speak with an agent, I press ** to engage Lucy.  Instead of her usual “I’ve got it from here,” she allows me to record,

“Hello, this is Mike Oristian; I need to change my return flight; my confirmation code is QXR245”.  

This means that when the customer gets a call back, the CSR could already have my record pulled up and be ready to help me with my issue.  Or perhaps the CSR pulls up my record and realizes there is a another agent that is better suited to handle the call.  In that case, the first CSR can just pass the call over to the other CSR.  Meanwhile, Lucy is as cool as a cucumber ready to re-connect or re-play the message.

When the agent finally takes the call (presses 1) they are re-played the audio intro so that they can be looking up the record during the callback to you.

When you receive your callback, the agent is “Record-Ready” and prepared to deal with your specific issue.

Ahhh…. that’s better.