A call to customer service usually involves an automated phone tree and punching in a sequence of numbers—a Social Security number or an account number—before a human gets involved. There’s almost always a maddening and perplexing moment when the representative asks for more numbers—addresses, pins, frequent flier, whatever. In the age of drones, sentient vacuums, and self-driving cars, we still haven’t figured out how to store a digital dossier for grumpy customers.
TeleTech Holdings, a Denver-based customer-service giant, is hoping to change all that. It just introduced a wholly owned subsidiary, Humanify, marketing an app-based platform to store a wide range of customer information. The app can efficiently route complaints to available and appropriate service representatives—be they in chat rooms, on e-mail, or at a telephone—without all the tedious input from you, the irate customer.
Read more at Bloomberg.com.