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


Userlevel 7
Badge +4
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.

9 replies

Userlevel 1
Good idea!
Userlevel 4
+1
Userlevel 6
The IVR doesn't say that you would pay for anything anyways, so I don't know where the confusion comes from.
Userlevel 4
Chris Petersens wrote:

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

Timo didn't say it did. He was suggesting to change the message to include the no fee scenerio
Userlevel 6
Chris Petersens wrote:

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

I didn't say he did. 🙂 I am curious where people get the idea that koodo charges for every call that's all.
Chris Petersens wrote:

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

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.
Userlevel 1
Chris Petersens wrote:

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

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.
Userlevel 6
Chris Petersens wrote:

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

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.
Userlevel 4
Chris Petersens wrote:

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

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

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