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Cool service! Too bad my power company hung up on lucyphone instead of doing whatever is needed for me to get a callback. How is monetization planned? Targeted
by sophacles 17y ago
Cool service! Too bad my power company hung up on lucyphone instead of doing whatever is needed for me to get a callback.
How is monetization planned? Targeted ads based on who is being called? Selling lucyphone service to companies to manage wait queues? All of the above?
On a related vein, why doesn't any company sell an asterisk add on that says "your menu choices have been noted.You will now be put on hold A csr will be w/ you in approximately X minutes. Alternatively our csr will call you back at $calling-number as in that same time frame -- press foo"
edit: if they do, how come no big companies buy such a thing? doesn't the cost of callback get absorbed by the reduction in idling "wait queue" lines?
- wrs 17y agoSouthwest Airlines has started doing optional callbacks. I hope it spreads.
- s3graham 17y agoShaw (Canadian cable) does csr callbacks too. The software must be out there somewhere.
- thechangelog 17y agoMy credit union (Coast Capital) and telco (Telus) both do this.
- brown9-2 17y agoT-Mobile in the US too.
- tomeeo 17y agoThanks for the feedback. Some companies are not as "lucyphone-friendly" as others. We are working on this as we get the word out. Your tweets on twitter can help us spread the word and make these companies more aware. Why this problem has not been solved before is a mystery to us. It is a HUGE customer frustration. Some companies are using an internal solution called VirtualHold - Southwest, T-mobile, and other utility companies -- but Lucyphone solves the problem without any internal integration.
- Dilpil 17y agoCynical answer: by making you wait, they encourage many people to hang up, reducing volume at peak hours, and allowing the company to hire fewer CSRs.
- sophacles 17y agoDoesn't callback do a similar thing. Most people wouldn't mind a longer wait if it wasn't "on-hold" time. The frustration usually has more to do with "holding wastes my time" not "they aren't answering now"
- tomeeo 17y agoAgreed. The value proposition for LucyPhone for business is potentially reduced support costs while improving the customer experience. Customers feel empowered when they invoke LucyPhone to hold their place in line. Once they are connected, the CSR has a happy customer ready to have their needs met, rather than an angry customer who has to vent for two minutes about the egregiously long hold time.