May 11, 2011 09:46 GMT  ·  By

Canadian carrier Fido has just announced the availability of its FidoANSWERS service, which is meant to reduce customers' waiting time and errors activated by voice while looking for support.

This seems to be the first service available in Canada that offers customers the option to “talk to a live representative right away,” if they need urgent answers.

To prove the importance of the service, a recent survey conducted by Leger Marketing on behalf of the carrier showed that 89% of customers prefer talking to a representative when calling their network operator.

Obviously, the reason behind this is that most of the time self-serve automated systems are causing delays including long waiting times, complex navigation menus and call transfers, which further increases customers waiting times.

At Fido, we take our responsibility of providing customer service seriously and understand that each customer has individual needs and preferences on how they would like to manage their experience with us,” said Steven Sarfin, senior director of marketing, Fido.

With FidoANSWERS, our customers get quick and easy access to a representative who is able to answer or resolve almost any customer issue,” concluded Sarfin.

With the new FidoANSWERS service, the carriers eliminates long waits on hold or complex voice-activated navigation menus.

Apparently, Fido needed to hire 10% more staff to go live with the new support service, which shows the level of care that the operator provides to its customers.

FidoANSWERS is available in English, French, Cantonese and Mandarin and will surely help increase quick customer care resolutions by significantly reducing the average call waiting times and eliminating, or reducing, the transfers between customer service representatives.

Of course, customers who do not wish to speak to a real person will also have the option of choosing Fido’s self-serve automated menu, which is available 24/7.