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!
Thanks for posting!
I does SUCK. It was much easier using the prompts and I hate that stupid typing in the background!
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.
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.
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.
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.
This is a complete waste of time and very frustrating
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.
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.
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.
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.)
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?
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.
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.
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.
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.
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!!
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!
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