Hi Onto Community,
We are looking to implement a new IVR menu in the next couple of weeks and I’d really appreciate your feedback.
Let me say this first. NO ONE likes IVR’s (Interactive Voice Response). I know I don’t but until we can proactively recognise customers calling us, predict why you are calling and route them to the right agent with the right skills, training and permissions to resolve your call the first time, it’s a necessary evil.
We have tried to simplify the menu options and make it more intuitive to select the most frequent reasons for your contact. What do you think? Does it make sense? Can we make the wording better to make it clearer? We’d really appreciate suggestions on the new IVR (constructive please )
Why are we asking? Firstly because we value your feedback and secondly we are working on the design and implementation of a new state of the art new CS system (coming this summer). This will help us resolve contacts on first contact.
Our goal is no more of ‘we will get back to you’, if our CS agent can’t solve your contact we will transfer you to the team that can and only in the most complicated situations will we need to get back to you. You will hear more about this mid to end of June. Watch this space.
Thanks in advance. Look forward to your feedback.
p.s. Something we haven’t shouted about (yet) is Onto CS are now 24x7 (so not just out of hours support for breakdowns/accidents/tyres/glass). We have Onto CS agents who can deal with the majority of your general queries between 2000-0800 on Phone/Chat and Email. Give it a try and let us know what you think.