Buzz About Wireless
Buzz About Wireless (Sprint’s Blog) and Sprint Customer Care are collaborating on Sprint’s telephone customer service so that customers can get product and service information more quickly and easily. A brief automated phone survey will give Sprint customers an opportunity to influence how the automated phone system will work, making it easier to activate phones and get information about data and other services.
The survey is run by VocaLabs, a third party that specializes in usability testing, surveys and analytics for IVR systems and call center interaction. A forum participant comments that the online registration is not secure, so we’ll see how many customers actually sign up.
Have you ever been stuck on hold forever? Have you ever felt like a rat trapped in a maze when you try to call an 800 number?
-VocaLabs
A simple problem or technical question about a phone or data service that takes 20 minutes or more just trying to connect with someone who can actually help can be a deal breaker for some customers. A rep that isn’t able to answer for some reason is even worse, so Sprint is moving in the right direction with this idea.
New Palm Pre customers are bound to be calling in with questions. Hopefully Sprint won’t try to automate those calls!
[Link]
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