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Opening Voice Auto System

sucks:-)
45 Comments
Moderator
Status changed to: New
 
Moderator

Thanks for this feedback, can you tell me more about what was happening while you were going through the system? Did it not understand you or were you directed to the incorrect place? Thanks!

Occasional Advisor
Please do not have an automated machine that answers calls. It is very difficult when I don't know how to explain what the problem is.
Moderator
Status changed to: New
 
Moderator

Thanks for posting!

New Member
OK, haven't called in for a while but where as before I had a woman's voice anwering my call-in (and this voice had a name, Mary Ann or something like this) who apologized for the delay but assured me that you folks were taking care of other subscribers and would be with me as soon as they could. Well, that lady's voice went away and now I'm talking to R2D2 ("who can understand full voice recognition ... ") and some other cyptologic intake verbage that was not at all very human. Efficient, yeah, but not warm, not friendly, not human? Constant Contact is about human, yes? So, your first line of customer service should be human and inhuman, that offends me. Solution? Bring back the other woman's voice merging that perceived warmth and hospitality with the boolean efficiency of the current 3PT0 ... now, you have the perfect disception. Or, you can bring back real people to take the call and route them the old fashioned way. People would then have jobs but I digress. Questions? Let me know. Thanks! Louie 305-796-2914
Health Practitioners & Centers

I does SUCK. It was much easier using the prompts and I hate that stupid typing in the background!

Member
It's very annoying that the automated phone system asks for your log in, company name and first and last name then when you reach a representative, they ask for the same information. You should only have to give that information once.
Consulting & Training
This is inconvenient for customers. It's wasting my time every time I call. You should have a menu with options for customers to select, not this voice machine that doesn't understand anything, specially when you have an accent.
Occasional Visitor
Much prefer your old recording! New fake person is not getting my info and it becomes very irritating! Please go back to old recording--Loved her voice!
Moderator
Status changed to: Voting Open
 
 
Established Member

I agree. I loved how easy and quick it was to get in contact with a person when you called Constant Contact. Now you wait a ton and have to go through a gatekeeper. Not the same experience.

Member
I strongly dislike your automated system. It is annoying. At least let me punch in my telephone number.
Visitor
Please get rid of this annoying feature.
Occasional Contributor

Please modify the auto attendant as everyone knows they are not real and so when "it" says "let me check" and you get a minute of clackity clacks from a fake keyboard in your ear, it is annoying.  Does you marketing department think your subscribers are stupid enough to believe that an auto attendant AI is using a keyboard to input my queries?  Auto attendants are an evil necessity but really, fake keyboard strokes?

While I'm here, can you add some kind of spell check on the form generator?  I cannot imaginge (see?) what kind of spelling horrors your people have to wade through on a daily basis.

 

Moderator
Status changed to: New
 
Moderator
Status changed to: New
 
Occasional Visitor

I would like your automated 'phone system to recognise customers from outside the US and Canada. In my experience the system does not recognise UK phone numbers and keeps asking us to repeat the number. It was more than 5 minutes before I could speak with someone having been asked for my 'phone number multiple times and then having it rejected. I am calling from the UK so it is expensive to have to deal with this and make no progress with the call.

Moderator
Status changed to: New
 
Occasional Contributor

You need to change the phone robot.  It takes forever to say what it is and how helpful it is - waisting valuable time - then it simply can't understand what is said.  There needs to be a way of bypassing it as most companies have.  You guys are worse with this than Wells-Fargo or ATT and that is saying something.  They are near monopolies and you are not.  I have been complaining about this for over 2 years and nothing is done.  The voice recognition is actually getting worse.

Bret Lyon

Member

This is a complete waste of time and very frustrating

Health Practitioners & Centers

1. I don't want to talk with your computer, she does NOT understand "complete sentences" and when I do go through the tedious process of talking with a computer, I have to repeat the entire process all over again when I finally reach a live agent. Why are you wasting my time?

2. I don't want to wait 20 or more minutes on the phone to finally speak with an agent about GIVING you money! I want to pay a bill, not sit here listening to elevator music.

Please, I beg of you, change that filler noise that plays when the robot who screens your calls is supposedly "thinking". That fake keyboard typing noise is irritating beyond belief. 

Occasional Visitor
I rarely have any complaints and I think your service is excellent. However, this new voicemail system is terrible. In the past, all I had to do was press two numbers and I was immediately put in touch with a technical representative. Now, I had to identify myself to a computer, then it was routed to another person who also asked me for my email address and then to the actual tech rep. This was very inconvenient and a waste of my time. Please fix this as soon as possible.
New Member

The automated voice attendant is a HUGE negative for Constant Contact. She does not understand ANYTHING. This service is bad -- not nearly as sophisticated or able as other voice attendants. Get rid of it, or get one that's better.

Occasional Visitor
 
Visitor

Your voice recognition software is far below par.  It took me several minutes to explain what I wanted and your computer could not understand.  It is very frustrating as a human would have recognized my request immediately.  CC voice recognition is not up to par.  Keep working at it, but don't experiment on your customers.

Member
Your automated call triage is a terrible nuisance - listening to it "type" and waiting for it to respond is infuriating. What I know from Constant Contact is that your staff are cross trained on email, list support, event development and more. Let your "next available" representative just answer the calls. Don't make your customers talk to an aggravating bot to get service. It's efforts at sounding human and welcoming are unnatural and more importantly - UNNECESSARY.
Member

The (relatively new?) automated attendant actually seems to waste time. After the auto attendant asks for user name and a description of the issue ("so we can route your call to an appropriate representative"), the human representative comes on and asks for our user name and a description of the issue. When I mention I already gave that into to the auto attendant, the human says he/she needs it again. So I don't understand the value of the auto attendant. (Perhaps it's to keep us occupied while we wait in the que? I'd rather wait than have to give all my info twice.)

Member

Virtual assistant continues to be bothersome. After giving my user name and description of issue, I'm connected to a human who asks my user name and description of issue. Duplication of effort and a big time waster, isn't it?

New Member

Really detest artificial voice answering phone and attempting to communicate with me.  Likely the wave of the future.  But I hate it.  Just a personal thing.  Everything else about your company and the way you do business is a 10.  Bruce.

Regular Visitor
This does not work well. It is far better to have a live voice than robot on the other end. AI is not completely intuitive and for the sake of consumers, I hope it never gets to that point. Please go back to having live customer service representatives = quality vs. incompetency.
Regular Visitor
VA can not hear the phone number and also can not understand the number entered into the key pad. Can not even get started.
Regular Visitor

FYI, I called the customer service line today.  While I eventually reached a pleasant, articulate customer service representative, it took some serious work.  The automated system repeatedly asked me to enter the phone number associated with my account.  Unfortunately, I don't have one.  I got in a dismal loop of the machine telling me over and over again that if I would only provide that number I could talk to someone.  Finally after almost 10 minutes of back and forth, the system finally transferred me to a live being.

 

SUGGESTION:  rework your call system to allow people to get to customer service through other security or filter questions.

 

Thanks!

Occasional Contributor
I just spent an eternity waiting for someone to answer my call. PLEASE STOP REPEATING YOUR MARKETING MESSAGES and simply continue the music and give the caller an estimate of how much time he/she may have to wait for a human.
Member
 
Health Practitioners & Centers

Just an idea here, but when calling in for support, your Answering Bot, upon stating what department I need, insists on doing this "fake tying" noise, ad nauseam, as if it's searching for your department!  And this goes on for several seconds. Really? Must I wait while your computer looks up "Email Support" ? Surely it knows. The typing thing is just plain hokey. 

Health Practitioners & Centers

C'mon, folks, I pay to have support, NOT to listen to your nauseating ads and music. MUST I listen to this when I call in? I'm not calling for info on anything but my issue, period. I don't want to hear ads orlisten to the same carp music for hours.

New Member

PLEASE get rid of the computer generated recording that activates upon calling the main number for tech support. (866) 618-5420‬ I ABSOLUTELY HATE CALLING BECAUSE OF THE RECORDING I GET. WANT A LIVE PERSON TO ANSWER THE PHONE WHEN I CALL - PLEASE!!

Occasional Visitor

Perhaps an easier caller ID based system that gets you directly to a representative would be an improvement. If I need to call several times as a new user the current system is a bit tiring. Otherwise- great service, knowledgeable advisors who speak ENGLISH! Great job!

Home & Building Services
there is nothing more insulting then playing a recording of someone typing when interacting with the robot answering the call. am I that stupid that I don't know its a machine.
Moderator

Hi @AlG173 thank you for sharing this feedback with us. What would you like to hear instead of this typing?

Moderator

Reply from @AlG173 

thanks for listening!!!!!

"please wait while we..." , or music anything would be better then the
make-believe typing


 

Contributor

Get rid of your automated phone assistant. It doesn't understand responses to questions like "what's the login or email associated with the account" and "tell me what you'd like help with". About a third of the time I seem to be routed to the wrong department.