Yes 3.30 Reach a CSR 84 3 For everything else » Other » "Please hold while we transfer you to a ComEd customer service representative" » You may continue to hold to speak with a customer service representative Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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You want to call your utility and reach a person to speak with as quickly and painlessly as possible. Off Navigation 3 I liked how the menu was short and clear. However I felt less than happy with the navigation because of all the questions the IVR asked. I think it was unnecessary and the system should have connected me to an agent. That way I would have felt more engaged with the company, because all I wanted to do was to speak to a representative regarding my issue. So fast service is a must. Overall, it was a moderate experience for me! 210111 Functionality 2 I would like to see a system can keep the same IVR type. This IVR had two different types, first was touchtone and second was speech recognition. Also I would like to suggest the IVR actually has an option to speak with an agent. I would feel providing that option is more clear than "for everything else". Plus I would like them to opt out of asking about my account info so everything will be faster; for security purposes, an agent can ask for my account info. I think the company was complicating their IVR! Bad experience! 210111 Delivery 5 I liked how loud and clear the female system was. Great experience! 210111