change prepaid IVR message to indicate no charge for questions or tech support.

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  • Idea
  • Updated 5 years ago
  • Not Planned
Looking at both the forums and the facebook page I've noticed a trend of frustrated customers having problems with their phones or accounts who are too scared to speak to customer service because they believe they will be charged to do so. Change the message to clearly indicate that there is no charge for helping them to use self serve or for speaking to technical support.
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Timo Tuokkola, Mobile Master

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Posted 5 years ago

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MatB

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Good idea!
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Zaphod Beeblebrox

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+1
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Chris Petersens

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The IVR doesn't say that you would pay for anything anyways, so I don't know where the confusion comes from.
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Chris Petersens

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I didn't say he did. :-) I am curious where people get the idea that koodo charges for every call that's all.
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Sherlock Holmes

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Most likely from Koodo reps charging for changing things on an account at the customer's request. From here, people assume that anytime they call in, there's a charge. It's like the telephone game.
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MatB

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Good Point! that's what's happening in customers mind, because everytime they call they're told they'll pay charges for change, what Timo wants to correct is adding some message that'll tell customers Tech support & customer service are free if it does not include service change.
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Chris Petersens

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Ok, when I called in the past the reps were pretty clear the charges are for only what I can do myself for free online. Maybe it's time for a refresher.
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Zaphod Beeblebrox

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I totally agree, Chris. I remember helping some new agents who were going to charge for general information...

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