5 Lessons Learned from Customer Service Failures

This guest post is written by Erica Strother Marois, the Community Specialist at ICMI.  We’ve all been on the receiving end of poor customer service. Long wait times, annoying IVRs, unforgiving return policies, and a lack of channel options can all be maddening. And inevitably, these frustrations spill over to the front line employees. Customer service […]

I Tried To Text Domino’s for Pizza And Had a Horrible Customer Experience

Tired of ordering pizza over the phone? Domino’s understands—that’s why they’ve launched AnyWare, letting you “order your favorite oven-baked goodness on your favorite devices.” I’m not going to lie—this is a pretty awesome use case (in theory). With AnyWare, you can text, tweet and even use your Smart TV to order pizza and more, and […]

3 Challenges of SMS Marketing

How many marketing messages do you think you see each day? 100? 500? Try 5,000. Now how would you feel if some of those 5,000 messages were delivered directly into your pocket over text? It would be pretty annoying, right?

These Overused IVR Phrases Have Got to Go

Almost every IVR contains one of these frustrating phrases: “Please listen carefully, as our menu has changed.” “We are currently assisting other customers. Your call will be answered in the order in which it was received.” “You can find information on our website at…” When working with an integrated voice response (IVR) system, there are […]

Everyone Hates Phone Trees

“I really appreciate Company X’s large confusing phone tree!” – said no one ever. We all know the drill – we need something from Company X, but Company X can’t afford to staff an army to answer phones, so they wave the magic “phone tree” wand, spin us in a few circles, and hope that […]

Elitch’s Phone Tree of Doom

Had this experience yesterday: my wife and I had free tickets for our kids to go to Elitch Garden’s amusement park, but didn’t know if we could use them on a holiday. My wife called them up and got their automated voice system. Now she needed an actual person to talk to, but as is […]