It’s too bad all travel days can’t be like the ones I had over the holidays this year. I liken those days to using a good IVR—no lines, no hassles, just in and out and on your way.
I’ve never actually flown on a holiday before, and I’d have to say it wasn’t anything like I expected. I had flights on Christmas Eve and New Year’s Eve, and I figured I’d be in the longest security lines of my life, but it wasn’t the case.
Christmas Eve was pretty festive and relaxed, actually. All of the lines for security had come earlier in the week, and I just scooted on through. And all the people traveling along with me or working were happy about the holidays.
There was a sense of comradery, of being in it together. Even the TSA people were wishing everyone a Merry Christmas or Happy Holidays. It was nice and didn’t feel like traveling so much.
On New Year’s Eve the airports were like ghost towns. I mean, there was literally no one in the airport for my first flight out. No one waiting to check in. No one waiting in the security line. It was awesome.
All in all, my travels over the holidays were breezy. It was like using a good IVR system. There were no long lines, no delays, no holdups—I got my business done quickly and easily.
From the customer perspective, an IVR system is supposed to help make things easier. Customers aren’t interested in the cost-saving benefits of IVR (the companies running the IVRs concern themselves with that, of course).
We just want do what we need to do with no hassles. Good IVRs pick up on the first ring, provide easy and clear navigation and get the information we need right away. Good IVRs are a breath of fresh air. Just like traveling on a holiday, evidently.
