4 ms·

It's likely that these are for company itself. Ain't no one got time to deal with questions that are already explained on the website. This is made to filter mi

It's likely that these are for company itself. Ain't no one got time to deal with questions that are already explained on the website. This is made to filter mindless or lazy drones who don't want to search and its totally fair.

emodendroket 8y ago
In other words, paying customers
mpweiher 8y ago
So make getting to an agent at least as difficult as figuring out the web interface?
Bartweiss 8y ago
I've noticed that companies without IVR lines have switched from hold music to recordings that repeatedly list all the things you can handle online instead. It's annoying when my issue isn't on the list, since I'll have to hear it 50 times. And it's incredibly aggravating when my issue is on the list, but the website doesn't actually work right. But it's not hard to understand why it happens.
- mighty_atomic_c 8y ago
  Oh my Goddess, there is nothing worse than hearing: "It's on the website". Yeah, that's unhelpful if "the website" is a sprawling, vast wasteland. Finding a specific thing on an obese, convoluted site is like trying to find the bucket of ice cream in Siberia. I always check the site first, so if I am calling... it's because your website is pretty bad. So if I do find the thing I need and it is broken, then I call and dodge the idiot AI, and the beleaguered agent or offers the pathetic advice of: "It's on the website". I tell them it doesn't work, and this has led to two outcomes, either the agent tries to do it and it is so broken and fucked up that they tell me that's it's down and I have to call back or try the website days or weeks later, or I am lucky and the agent has to do a tedious task that I would have preferred to do myself online.
- lotyrin 8y ago
  I was on hold with my insurance to file a claim, the IVR loop said for the third time "Did you know? You can file your claim online!" so I gave in, hung up, went online and all the form asks for is my contact information (phone + email) and my preferred method, so I enter email. I get an email "Hey, I need to contact you so we can proceed, what method would you prefer?" I reply "Email, please" provide the information I assume the rep needs and which the online form should have been able to ask me and offer "What else do you need". "Is there a time I can call you and [go over the script and fill out a form on my computer, as if you'd just stayed on hold hours ago]?" 10/10
  - behringer 8y ago
    I see you too have had to deal with AAA.
dangrover 8y ago
This is always annoying because the only reason I would ever call is if I've exhaustively tried every way to use the website and encountered some sort of roadblock/edge case where they tell you to call in.
- gear54rus 8y ago
  This is stacked against power user just like anything else in this world. Technology is dumbed down for the average user whereas I believe we should strive to make the average user smarter instead. Not happening tho it seems.
dawnerd 8y ago
Like when you call an ISP because your internet is down and their recorded message goes "check our website...." well I'd love to but...

emodendroket 8y ago

In other words, paying customers

mpweiher 8y ago

So make getting to an agent at least as difficult as figuring out the web interface?

Bartweiss 8y ago

I've noticed that companies without IVR lines have switched from hold music to recordings that repeatedly list all the things you can handle online instead. It's annoying when my issue isn't on the list, since I'll have to hear it 50 times. And it's incredibly aggravating when my issue is on the list, but the website doesn't actually work right. But it's not hard to understand why it happens.

mighty_atomic_c 8y ago
Oh my Goddess, there is nothing worse than hearing: "It's on the website". Yeah, that's unhelpful if "the website" is a sprawling, vast wasteland. Finding a specific thing on an obese, convoluted site is like trying to find the bucket of ice cream in Siberia. I always check the site first, so if I am calling... it's because your website is pretty bad. So if I do find the thing I need and it is broken, then I call and dodge the idiot AI, and the beleaguered agent or offers the pathetic advice of: "It's on the website". I tell them it doesn't work, and this has led to two outcomes, either the agent tries to do it and it is so broken and fucked up that they tell me that's it's down and I have to call back or try the website days or weeks later, or I am lucky and the agent has to do a tedious task that I would have preferred to do myself online.
lotyrin 8y ago
I was on hold with my insurance to file a claim, the IVR loop said for the third time "Did you know? You can file your claim online!" so I gave in, hung up, went online and all the form asks for is my contact information (phone + email) and my preferred method, so I enter email. I get an email "Hey, I need to contact you so we can proceed, what method would you prefer?" I reply "Email, please" provide the information I assume the rep needs and which the online form should have been able to ask me and offer "What else do you need". "Is there a time I can call you and [go over the script and fill out a form on my computer, as if you'd just stayed on hold hours ago]?" 10/10
- behringer 8y ago
  I see you too have had to deal with AAA.

dangrover 8y ago

This is always annoying because the only reason I would ever call is if I've exhaustively tried every way to use the website and encountered some sort of roadblock/edge case where they tell you to call in.

gear54rus 8y ago
This is stacked against power user just like anything else in this world. Technology is dumbed down for the average user whereas I believe we should strive to make the average user smarter instead. Not happening tho it seems.

dawnerd 8y ago

Like when you call an ISP because your internet is down and their recorded message goes "check our website...." well I'd love to but...