Instead of calling a business and hearing an automated voice system you are forced to talk to, we should be able to quickly identify ourselves via established parameters. No, I’m not talking about “name” and “account number.” The system should track my phone number, read my response time, already know that my younger age suggests a higher aptitude for technology, my historical engagement with the company, and most importantly, what I might be calling about.
I’d rather wait on hold for 2 minutes if I know the system is reading the context of my situation than stumble through a series of pointless questions that ultimately result in a frustrated version of me pounded “0” to speak to a human.
Know me as a customer. Then personalize my experience. Anything else will always be too painful to even call about.
