IVR Revenge

Seth Godin mentions in his blog a company that has found a way around those interminable phone trees we get when we call a large company. Fonolo is in beta with a service that "spiders" phone trees for, say, your bank, and then allows you to "deep dial" the number you want. You bypass the language choices and the inane "Please listen carefully because we've changed the options" speeches we always get and you get directly to the number you want.

Fonolo is an example of consumer backlash against companies that place operational efficiency ahead of a positive customer experience. It will be interesting to see if the large companies fight this or accept it. The excellent companies will take a lesson and make getting to the right number quickly a normal part of their process.