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Let’s face it: Telephone customer service generally sucks. Most companies fail to delight customers who are calling in to speak with an agent for a number of reasons, ranging from housing agents at off-shore call centers to simply being unhelpful. Before we customers ever get to an agent, however, we often have to wait on hold, sometimes for an extended period of time, listening to 45 seconds of music before the automated “Your call is very important to us, an agent will be with you as soon as possible” message plays.
With every minute that you wait on hold, you get more irritated, so mad in fact that you’re probably snippy with the customer service agent you eventually speak with. We don’t need to wait on hold, and thankfully, a company called FastCustomer is aiming to solve the pain of holding.
FastCustomer has released an app for iPhone and Android that will call into a customer service line of any number of companies, wait on hold for you, and then call you immediately after connecting with an agent. According to TechCrunch, the company is handling about 1,000 customer service calls a day right now, but that number is sure to pick up as more and more people become aware of the app.
To make things easier, FastCustomer is creating a telephone number service that handles the same purpose of getting you in touch with customer service at a company without waiting on hold. The number will be 1-855-DONT-HOLD. TechCrunch reports the process of putting in a customer service request and getting connected with an agent at the company you want to speak with takes about an hour.
In the future, FastCompany reportedly will work with companies to work into the service, allowing individual companies to customize the customer service experience of registering a request for customer service and receiving a call. Ultimately, it really could mean the end of waiting on hold to talk to someone, and that’s a great thing for consumers.
