I get why companies use autoresponders (press #1 for sales … press #2 for accounting … etc.). They can make communication and call routing more efficient, and can reduce the labor required (read “reduced payroll”) to manage incoming calls.

But what about those insanely complex, multi-tiered, non-intuitive systems that make you feel like you’ve been thrown into autresponder purgatory?! How do you explain the huge amount of time and energy it takes to keep the “Get Human 500” database current? Yes, people are willing to endure a simple and intuitive autoresponder system, BUT if you’ve made it to the Get Human list, you’ve clearly missed the boat and your brand is taking a huge broadside hit!

People will do just about anything to not be annoyed and to ask a real live person a real live question … hoping to get a real live answer. I know I’m kinda funny that way!

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This entry was posted on Sunday, November 5th, 2006 at 1:25 pm and is filed under Einstein-esque. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.