WOW! Customer Service has a solid reputation of always being there for you and promptly answering calls with a live agent 24/7. Sometimes though, customers prefer to conduct their business in an automated fashion rather than person-to-person. If that’s you, then you’ll want to learn more about our automated attendant.
In Call Center terminology, we refer to our automated attendant as our IVR system. IVR stands for Interactive Voice Response. The IVR is a technology that allows a computer to detect voice or DTMS (touch tone) inputs. By pressing digits on your phone keypad when prompted, you can call our automated attendant into action.
In order to interact with the automated attendant, it first has to identify you, and it will, if you are calling from your account telephone number. If not, it will prompt you to enter your 10 digit telephone number. If identification fails, it’s most commonly because customers are entering a “1″ before their telephone number or omitting the area code. If the system needs additional information, it may prompt you to enter the last four digits of your account number, which can be found on your billing statement.
What exactly can the automated attendant do? I spoke with Elaine McGuffin, our Sr. Telecom Manager, to make sure I understood all the tasks the automated attendant is able to perform. Here’s what it can do for you:
- Check appointment dates and times.
- Cancel trouble call appointments and notify the technician.
- Provide payment information, date of last payment, and amount due.
- Take a payment via credit card, checking, or savings account.
- Send a signal to your digital receivers which can resolve no picture or blue screen scenarios.
- Order PPV programming such as major wrestling or boxing events. You can even order several days in advance.
- Provide troubleshooting tips when you’re calling in for service support.
- Occasionally asks you to take a quality assurance survey.
The automated attendant also makes outbound calls, so if you see our 1-866-496-9669 number come up on your caller id, it might be our automated attendant calling to:
- Remind you of scheduled appointments.
- Notify you of important messages from us.
WOW! is proud of the personal person-to-person service we offer and we’ll always have a live agent for you to talk to and we’ll make it easy for you to get to one. But, if you don’t need to talk to a live person or just don’t feel like talking to a live person, feel free to interact with our ubiquitous rep, the automated attendant.
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