6 ways to put an end to the ‘press 1 for…’ customer experience


Human beings have a love-hate relationship with automation. Some of the time we love it, and the rest of the time we absolutely hate it — without much daylight in between. We love DVRs, learning thermostats, and Dollar Shave Club. We hate subscriptions we don’t want, memberships we don’t use, and meaningless auto-reply emails. But if you’re looking for our most hated automated thing in the universe, that’s easy. It’s the Interactive Voice Response (IVR) system, better known as a phone tree. The biggest reason we detest them is that we typically reach them when are already frustrated, worried, or…

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