Human vs. Robot – Cooper knows what they prefer

Thank you for calling. Please state the reason for your call. For example, if you have a question about billing, say billing. If you have a question your internet connection, say internet.

Operator.

OK. I heard you say billing. Is that correct?

No. Op. Ah. Ray. Tor.

OK. I heard you say you wanted to speak to an operator. To best help you, please state the reason for your call. For example, if you have a question about billing…

Operator.

OK. I heard you say you wanted to speak to an operator. To best help you, please…

Operator!

OK. Let me transfer you.

All our representatives are busy helping other customers. Your call is important to us. Please stay on the line and the next available representative will help you.

5 minutes later.

All our representatives are busy helping other customers. Your call is important to us. Please stay on the line and the next available representative will help you.

5 minutes later.

All our representatives are busy helping other customers. Your call is important to us. Please stay on the line and the next available representative will help you.

***

It’s hard to express how maddening it is when you get stuck in the loop of doom that is so frequently encountered when trying to get customer service for just about anything these days. Your paying for a service from a company, and you have to spend your time waiting for them? For Aaron, it’s one of his pet peeves. That answering machine tree that takes you round and round. All you want to do is talk to someone.

One of the things he prides himself on at Cooper is that you always talk to a live person. You might even talk to Aaron if no one else answers the phone, and if you do get an answering machine, everyone’s completely busy or they’re in a meeting. And you’ll get a call back instead of having to wait on hold forever.

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