Why Customers Dislike Voice Messages and How to Solve this Problem

by | Aug 12, 2013 | Customer Self Service

Most companies have reported loss of business to the competition when they can’t come to the phone either because they have few client service reps to match their incoming calls. In the wake of fact that customers don’t like listening to voice messages, this post tells you some of the reasons why customers hate voice messages and a solution to help you serve them well.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

The first thing people hate about voice messages is because they waste most of their time. Customers sitting there, listening to recorded messages in order for them to be served wastes not just their time, but desire to receive service from you

Customers also hate voice messages because most times, they feel confused when they have to listen and choose between numerous, confusing options.  This not only wastes time but also frustrates them when they press wrongful buttons, and have to start over.

Another common reason why customers hate voice messages is because customers have different needs. This means that they have different problems and thus, expect different, custom answers to their problems.

Luckily, you can avoid annoying customers with poorly prepared voice messages through our self service information publishing tools.  Apart from helping you serve better self service information on your website, Yonyx also helps you reduce the number of direct incoming calls so that impatient customers are served fast without having to listen to numerous recorded messages (When your customer service is too occupied to serve them).

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