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No, I don’t want to press 5 to repeat the main menu, you %*#&er!
Author: Bill Cusick
April 27, 2005
I know I just harped on this a few entries ago, but at what point are larger companies going to understand that they need to make it incredibly easy for customers to chat with a helpful customer service employee on the phone?
I recently called our mammoth health insurance company to report a recent claim 
(yeah, the marathon thing). I called the number that, according to my membership card, is solely dedicated to reporting claims. Of course, I was confronted with a laundry list of choices, none of which was reporting a claim. I could change my address on the account, check on the status of a plethora of details for my account, request a new card, blah, blah. No reporting a claim, no option to talk to a live, functioning human.
Once again, I must ask: How hard is this stuff? The problem, of course, is that the people who are the closest to the customer service processes are focused on the absolute wrong issues. They target technology, efficiency, etc. It’s a classic inside-out perspective, which will always result in the wrong customer strategy.
I guess the good thing for us at Vox is - opportunity abounds.
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