To say that I despise the new trend of automated answering services is an understatement, but I would like to make a distinction between those that work well and those that don't. If the system is easy to navigate and logical, then I have no problem with it. I do a lot of my banking over the phone: it's readily accessible 24 hours a day, it's very easy to use, and the more familiar I become with the system's features the more I use them. I would much rather use telephone or Internet banking than stand in line for half an hour waiting to see a teller.
The automated systems that bug me are those that aren't logical, where the options are confusing or don't seem relevant to my query, where it's difficult to hear, or where, if you make a mistake, you basically have to hang up and start all over again. While I don't consider myself to be a rocket scientist, I am reasonably intelligent and more than capable of following directions. Yet some automated systems simply defy all logic.
There is no doubt that automated systems have their place in our modern business world and that they are here to stay. However, if your business uses, or is planning to use, one of these systems, make sure that it is independently reviewed before you start using it and get some of your customers to trial it. The end user will always be the person that will pick up problems faster than the techno communications company that sets up the system. Probably one of the most common faults with automated systems is the use of terminology that may be very familiar to people in the business but is double-dutch to their customers.
During a recent meeting with a legal firm client, we were discussing the introduction of an on-hold system that could be used to promote the business while clients were waiting to talk to the relevant person. We decided to be unconventional and record lots of jokes about lawyers. Now, this tongue-in-cheek promotion says a lot about the legal firm. It shows that they have personality and confidence, that they are not afraid of laughing at themselves and at their profession. There is no doubt that they will stand out from the crowd and be remembered by anyone lucky enough to call them and to get put on hold.