Comments on: Is Voice Mail Killing the Economy?

By: Kevin M

Kevin M — Tue, 18 May 2010 17:16:21 +0000

They save money on the staff they aren’t paying to answer the phone. But my question is ‘are they losing more in customer revenue than they’re saving in unpaid wages?’ I wonder if anyone ever studies such things??? In this environment, a customer can take his business elsewhere, and he’ll often take it to where he can get a sympathetic voice to hear his concerns.

By: FinancialBondage.org

FinancialBondage.org — Tue, 18 May 2010 14:54:08 +0000

I hate the automated answering systems that companies use now. It’s difficult to get a person on the line. Annoying to say the least. How can they save money using this stuff? Seems like a time and money waster to me.

By: cna training

cna training — Wed, 17 Feb 2010 13:09:13 +0000

nice post. thanks.

By: Kevin M

Kevin M — Fri, 12 Feb 2010 22:25:31 +0000

Ken – Back when I was in college, taking the requisite two computer courses we had to take back then (BASIC and COBOL programming) the professors told us that it was important to recognize that the computer is the slave and not the master. I think we’ve lost sight of that in the business world, not just with computers themselves, but with all sorts of technology.

I’ve worked for some companies that were virtually beholden to dysfunctional systems that were costing them business. I have a feeling that more than a few companies are in that same situation. When a company holds a system to be more important than people they’ve lost sight of what their in business to do.

Properly used, technology can only enhance business. Put on a pedestal, it can have the oposite affect.

By: Ken

Ken — Fri, 12 Feb 2010 21:42:41 +0000

You identify a major issue here. The companies that make customer contact a prioritiy will be the ones that thrive and survive. I CAN PERSONALLY attest to quality of GoDaddy and Verizon...both reps have been patient, knowledgeable and well trained on people skills. A company can succeeed with voice mail as long as they connect you with a human (that knows something) in a very short turnaround. Great post! .-= Ken´s last blog ..Weekend Roundup =-.

By: Kevin M

Kevin M — Fri, 12 Feb 2010 18:36:44 +0000

Jason – Actually it really isn’t so much the technology itself, it’s the over-reliance on it, or the sole reliance on it.

Technology makes a great supplement to human contact, but unless the business model is a simple one with a very simple product, human contact can’t usually be removed from the process without hurting customer service and with it, revenues.

By: Jason @ Redeeming Riches

Jason @ Redeeming Riches — Fri, 12 Feb 2010 18:20:44 +0000

I agree, it is very frustrating to not get returned calls etc. It seems like more and more companies forget to call back! I try to make every effort to call clients back same day, if not then at least within 24 hours. I also prefer email contact b/c it seems easier to get a faster response that way. People seem to type a response faster than dial a number and talk. .-= Jason @ Redeeming Riches´s last blog ..This Week in Personal Finance – February 12, 2010 =-.