A phone system that actually worked!
Normally I hate phoning large companies and getting put through their phone systems. T-Mobile is an ideal example of this - everytime I call them they make me listen to their menu options, push 3 or 4 numbers and then I get put straight through to the business team who have no idea which buttons I have pressed.
Today was different though. I called Black Horse for the first time, they asked me 3 simple questions which I answered by voice instead of key presses. It got every single one right first time even in the car, on the motorway, and on handsfree. Once I had done that a nice lady answered the phone - ‘Hi Mr Stride’, I was taken back at first but I assume from my date of birth and phone number they were able to verify who I was.
The rest of the converstation was very much in taken in awe at how well the IVR had worked and that they knew who I was before I even spoke to a person.
Well done Black Horse, an excellent example of using technology just the right amount, not losing the personal touch, and not irritating your customers.
Adrian Steele said the following at May 21st, 2008 at 9:10 pm :
no technology, just people. Try First Direct, real geordies on the end of the phone, never let you down, no bull, just genuine service.
Thanks for sorting our zimbra service today Jake!