Do You See What I am Talking About?
How often has it happened to you when you call up a large company, such as an airline or a phone company that you provide their electronic telephone system a pile of information about yourself such as: your account number; your balance; your flight number or something else, only to eventually be transferred to an agent who knows nothing about your case – and then you have to start the whole process over again? It is more common than any of us would like to admit and as hard it is to understand, it happens all the time. But it shouldn’t happen at all, because if we give them our phone number or our account number, shouldn’t that information just transfer to the agent? It seems to me like it should but from your experience, how often does it?
There’s a company I have just come across, from the Consumer Electronics Show, that has mastered the art of the visual.
Instead of listening to a terrible and frustrating interactive voice response menu that frequently tells you to hold on through the entire message because they’ve recently changed the menu, Radish Systems has come up with an application for the smart phone so that you can see the menu in real time.
The product is called ChoiceView and it offers a transformational approach to mobile communications that enables your callers to see the information they need – delivered to their smart phones while they talk to your service reps or interactive voice response (IVR) system.
As a customer, you can pick the selections you want; enter the data, and then ask for an operator as necessary. Once you ask for the operator, Radish makes sure that all of the information that you have keyed ahead is automatically transferred to that representative.
The applications for this are enormous; possibilities include improvements or enhancements to any company’s customer service. But there are also tremendous opportunities to improve sales and marketing opportunities. Imagine a customer being on the telephone, looking at, or wanting to make a purchase. If the company’s sales or marketing representative could show the person on their smart phone exactly what it is that they need to see in order to make a purchase, how many more purchases would be consummated? I have to imagine a lot. How many more opportunities would go without being missed?
This company, which is a start up company in Denver, Colorado, is working on a variety of applications as we speak. We are talking about putting together applications for small companies. I’m going to work with this company to develop a few templates, which we then can provide to you. As that information becomes available, I will share the information and push it along, but in the meantime be on the look out for ChoiceView from Radish Systems.
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