Cool service! Too bad my power company hung up on lucyphone instead of doing whatever is needed for me to get a callback.
How is monetization planned? Targeted ads based on who is being called? Selling lucyphone service to companies to manage wait queues? All of the above?
On a related vein, why doesn't any company sell an asterisk add on that says "your menu choices have been noted.You will now be put on hold A csr will be w/ you in approximately X minutes. Alternatively our csr will call you back at $calling-number as in that same time frame -- press foo"
edit: if they do, how come no big companies buy such a thing? doesn't the cost of callback get absorbed by the reduction in idling "wait queue" lines?
Thanks for the feedback. Some companies are not as "lucyphone-friendly" as others. We are working on this as we get the word out. Your tweets on twitter can help us spread the word and make these companies more aware.
Why this problem has not been solved before is a mystery to us. It is a HUGE customer frustration. Some companies are using an internal solution called VirtualHold - Southwest, T-mobile, and other utility companies -- but Lucyphone solves the problem without any internal integration.
Doesn't callback do a similar thing. Most people wouldn't mind a longer wait if it wasn't "on-hold" time. The frustration usually has more to do with "holding wastes my time" not "they aren't answering now"
Agreed. The value proposition for LucyPhone for business is potentially reduced support costs while improving the customer experience. Customers feel empowered when they invoke LucyPhone to hold their place in line. Once they are connected, the CSR has a happy customer ready to have their needs met, rather than an angry customer who has to vent for two minutes about the egregiously long hold time.
During the signup process it wasn't particularly obvious that I had to choose an account type. After I clicked continue my account seemed to be properly created however I couldn't continue through the registration process on screen because both my email and username were now taken.
On the bright side I love the idea, I wish I had then when I had to wait on hold with United for 1 1/2 hours over Christmas.
I'd make it a little more clear in the video that you get a call back when Lucy gets a person. That's what I assumed would happen, but I had to dig to actually confirm it. Just add something to the last sentence of the video. "And Lucy does the waiting for you" ... "calling you back when she gets a human". Something along those lines.
Also, just wondering, what VoIP service/whatever are you using?
How is monetization planned? Targeted ads based on who is being called? Selling lucyphone service to companies to manage wait queues? All of the above?
On a related vein, why doesn't any company sell an asterisk add on that says "your menu choices have been noted.You will now be put on hold A csr will be w/ you in approximately X minutes. Alternatively our csr will call you back at $calling-number as in that same time frame -- press foo"
edit: if they do, how come no big companies buy such a thing? doesn't the cost of callback get absorbed by the reduction in idling "wait queue" lines?