Interesting thoughts here. As disruptive entrepreneurs, we are well aware of the fact that no good deed goes unpunished . That being said, we would love to share our perspective on some of the issues highlighted in this blog post.

First, the issue of privacy. As our privacy policy states, Lucy is not listening to or recording your phone conversations. The core mission of our consumer offering (LucyPhone.com and the iPhone app — Android app on the way !) is to empower the consumer in their customer service dealings. We would be foolish to undermine this core mission by invading our user’s privacy.

Secondly, the issue of security/vulnerability. VoIP/SIP, as with any technology, is only as secure as the environment in which it is deployed. We have complete confidence in our security architecture and our ability to deliver on our privacy policy.

Thirdly, you mention that companies are grumbling about LucyPhone. Our experience has been quite the contrary. In fact, some companies have made “Lucy-friendliness” a formal policy for their agents. It makes customers happier and the 5 – 20 sec callback time is often more than compensated by a more pleasant customer, ready to transact without need of an apology for their hold time. New features we’re unveiling include making good functional use of this short period of the CSR’s time. Stay tuned!

What VHT has done in the virtual queueing space is certainly laudable. However, many contact centers these days have complex and disaggregated environments which necessitate an “outside-in” solution like our enterprise LucyPhone offering. Our efforts are always aligned with maximizing the efficiency of contact centers and leveraging VoIP technology to achieve telco savings, thereby creating ROI. All in a SaaS format. This minimizes the initial capital outlay associated with more complex internal solutions.

We certainly are brethren in the effort to improve the customer experience. Whether companies choose to implement Virtual Hold technology or a solution like ours, in the end the consumer wins, and that’s a good thing.

Eric, by the way, if you don’t yet have an iPad, consider using LucyPhone to make your next customer service call – you might win if you save the most hold time on a single call! Hurry up – only through Labor Day.

These are all equally valid ways to respond to that question:

* “No, I couldn’t find the mouthwash.”
* “No, these raisins have mold on them.”
* “No, two thirds of the lights in this place are out, it smells like excrement, and I was bitten by a rat in the cereal aisle.”

Great point on “half-way” customer service. I’ve been there myself and typically don’t let the clerk know when I couldn’t find everything … usually because I just want to move on and don’t expect them to do anything about it if I tell the truth.

In the Minneapolis area, there’s one place I will let them know when I don’t find everything: Byerly’s grocery stores. I know that they have people waiting near the check out area who will run and get whatever is needed, but not found.

Even Byerly’s falls short, however, because few people know that they will do something about it. They have the systems in place but lack the communications to let their customers know that they will be helped.

I got lucky and found out by accident.

As you rightly pointed out, we often tend to maintain a relationship by mentioning only the good things. The consideration and desire for process improvement takes a back foot because of the fear of losing a customer. Again, When we strengthen our expertise to serve,it definitely results in customer delight. For that we need to be open and honest in providing as well as getting feedback. And yes, that’s the key to long term relationships.

Thanks for this great post.

Best regards,
Kiran