Voice Mashups that provide customer delight
07/22/2008
I received a call from a ubiquitous, giant, drug store chain and I am delighted.
Although it wasn't perfect, this call provides a beautiful example of a voice mashup that works on so many levels.

My home phone rang about 2pm. Given that I work from home, I typically ignore this phone but walked by and noticed the caller id listed the name of the local pharmacy chain. I picked up the phone and said hello. Unfortunately, the first automated response stated "I don't understand what you said." However, immediately after that mistake, an automated voice asked me by name if I wanted to renew a prescription. I laughed, went over to my kitchen sink, shook the little bottle of tablets and noticed there were only 2 left. Within 30 seconds, I followed the phone prompts, ordered a refill, and was told that 24 hours later the refill would be ready to pick up.

This phone call probably saved me one car trip to the store and an hour or so worth of my time. This is good stuff. Multiply how this type of call can help busy families, senior citizens, or anyone with a chronic condition. It helps by saving money, saving time, and keeping people up to date on their prescriptions.

Yet, there are at least 4 ways the contact could have been better.

1. I rarely answer my home phone especially during the day. It needs to become standard business process to ask permission to use mobile numbers or texting for these type of calls. Personalize the call for me.
2. This call came from one of those drug store chains with thousands of stores. My first reaction after getting off the phone was do I know which of the three local stores has my prescription? Give me relevant local information. Remind me of the store location and the store hours. Localize the call for me.
3. Given the POS swipe card that is requested every time we buy something why not use my purchase history and prompt me to buy something with a mobile coupon. Give me a coupon code and save me money.
4. Before filling the order there was one, simple, security question prompt. My hope is that if a more powerful drug refill is being updated stronger security prompts are requested. I am not devious enough to think through how this type of call could go bad. However, the security question felt weak. Perception drives consumer acceptance.

From the pharmacy chain's perspective these 30 second calls easily improve work flow and staffing, make cash flow projections stronger, and delight customers.

Any store or vendor that I regularly frequent is encouraged to contact me by phone if they are going to save me time and money.