STM Blog —
April 2, 2008 @ 9:31 am 
Blogging has been sporadic this week; we’re closing the May issue in a few days so we’re completely slammed.
I’m finishing a feature on localization and translation for speech systems. As part of my research, I spoke with somebody about the Men’s Wearhouse IVR.
In the interests of good journalism, I pulled a list of phone numbers from the Men’s Wearhouse Web site because I wanted to listen to the Spanish language IVR. Online Shopping Customer Relations, Store Relations, Perfect Fit Program. I figured they’d all route me into an automated contact center.
Except every phone number I dialed, I got a customer service representative. I hung up after calling the first two numbers, then felt bad (these people are human after all) and apologetically told the last three reps that I’d mis-dialed.
I called the number for the store locater, certain I’d get some directory assistance application. Instead, I got a guy named Tony. “Ah,” I said. “Wrong number.”
I dialed customer relations again and a rep answered. “This is an odd request,” I said. “But can you route me to your IVR?”
“The what?”
“The interactive voice resp–the little robot contact center thingy?”
“Uh. Let me transfer you to another representative.”
The other representative answered immediately.
“I’m trying to reach your automated contact center,” I said. “Do you guys have one?”
“But, ah…why. Why would you want to do that?”
“That’s a really good question,” I said. “I just want to hear the prompts I guess.”
“The what?”
“The…I just want to hear the way it’s worded.”
“Let me transfer you to somebody in telecommunications.”
My journey ended in someone’s answering machine.
So I basically spent thirty minutes on the phone talking to real people in an effort to access a speech IVR.
I think I need a vacation.
Ryan–
In the words of Men’s Wearhouse…
“You’ll like the way you look.”
And you’ll like our IVR.
Comment by Lauren — April 2, 2008 @ 4:17 pm
Or, try just the opposite – everyone probably hated their IVR, hence the move to put real folks on the line. In the meantime, I wonder who they are looking at that has better technology for future lower TCO … and, I also wonder how long it will take to debunk the perceptions that all IVRs generally suck? The technology is only going to have to get better, but adoption may not be quick because of this very stigma that it has…?? Thoughts?
Comment by Kristen — April 2, 2008 @ 8:54 pm
It is hard to replace call center agents for a guaranteed delivery of service. The adoption of IVR will only work for callers and senior management when the experience problems are mitigated, this is why the hybrid or hidden agent approach make so much sense.
Comment by llance kezner — April 7, 2008 @ 1:05 pm
In response to both Kristen and Llance’s statements [hey, Llance!], I’d have to say that I consider it annoying that MW doesn’t even offer any kind of IVR. FIRST of all, they are ignoring their Spanish-speaking customers! What happens when someone calls in who doesn’t speak English, or is uncomfortable using it in conversation? No nationwide company today can run an IVR without at least “Prime dos…” in their first prompt.
Also…a store locator cannot be automated? Like, seriously? No one is going to call Men’s Wearhouse’s 800-number [who would memorize that?] when they can use GOOG-411. In addition, two words: WEB. SITE.
Companies without self-service options are ultimately, in my opinion, not only suffer in the long-run [unless their business is built around a model of personalized service for gold-star customers, or they're a small business], but also fail to react to the changing face of customer service. I’ve said it a million times before and I’ll say it again — customers today come to the contact center having searched multiple sources [Web, friends, etc] before making that call. They demand more than simple answers to simple questions.
Comment by Lauren — April 8, 2008 @ 9:37 am
I don’t know to what extent the current constraints are technological. I still find that many IVRs seem designed specifically to keep customers away from the enterprise. Regardless of how excellent the speech rec engine is, this is incredibly frustrating.
I wonder if enterprise customers need to acknowledge themselves what the IVR can and can’t do. I have no problem accessing one to learn my account balance, but if I have an issue that I KNOW won’t be resolved through self-help, I want a surefire way to access a human rep.
Additionally, those human customer service reps should be empowered to offer assistance. It’s annoying when you finally get one only to find they don’t have the authority to help with certain requests (ie they’re not allowed to confirm a seat on an airline).
Comment by Ryan — April 8, 2008 @ 9:49 am