How To Make Being Put On Hold Even More Annoying: Pipe In Some Ads
from the why-didn't-somebody-think-of-this-before dept
The success of advertising-driven business models on the internet continues to foster a belief among some people that everything can be made better with ads, like the AT&T exec that thought it might be a good idea to put ads in people's cell phone ringtones. Now, a company hopes to make a frustration with which we're all familiar -- being put on hold by a business -- just a little more annoying by replacing hold music with targeted ads (via MocoNews). So while you wait for that tech-support person to pick up, or you get shuffled around from department to department, you can be treated to context-sensitive advertising. The mind boggles at the possibilities: ads for bookkeeping services when you call to straighten out a billing error, or for anger management classes when you get fed up. The company says that callers would have to opt in to hear the ads when they're on hold (and it's hard to imagine many people would), but they could also be played without any caller approval when they call free services like directory assistance. Up next: ad-supported bankruptcy filings...Thank you for reading this Techdirt post. With so many things competing for everyone’s attention these days, we really appreciate you giving us your time. We work hard every day to put quality content out there for our community.
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Not News
Carlo, just because some company plants a story in an industry trade rag claiming that its product is new doesn't mean that it necessarily is. Research.
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Re: Not News
Read the post again. He's not saying that ads are new, but that *specially targeted* ads are what's new, based on the specific context of the situation and the caller.
Also, most of the ads that you probably hear are for the business you're calling. That's pretty standard -- but this is for totally unrelated ads.
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Re: Not News
Also, most of the ads that you probably hear are for the business you're calling. That's pretty standard -- but this is for totally unrelated ads.
Of course. Those are the ads the company you're calling are most interested in you hearing. They have control over those, and this has been going on for a long time.
A third-party controlled targeted context ad service is likely to give you results like, when you call Visa, you start hearing ads telling of the benefits of Discover or Mastercard (oblig: Priceless!) Or, worse yet, the context service gets to look at your purchase history and start feeding ads for Wal*Mart, Amazon, and Barb's Secks Shoppe.
There are lots of ways this could be a very bad idea.
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Re: Re: Not News
How are they targeted if they're "totally unrelated" to the situation? If you mean that they're related to the situation but "totally unrelated" to the company does that mean that they are promoting a competitor's product instead? I can't imagine any companies going along with something like that.
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Re:
Most times, when I call, I have a problem with something (more often than not, their fault), and I don't need to be belittled by a company, because they can't get their act together. :)
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Could be funny
The mind boggles at the hilarity.
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Not news.
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Not too bad
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Ads
And I strongly suspect that even though the recording comes on and says "All operators are busy assisting other customers right now..." the reality is that the system is programmed to put you on hold for a set period of time regardless of whether the operators are really busy or not-- just so they can blast a few ads at you while they have you captive.
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Tech call
Customer: Yeah, I am having loads of problems. I can't get connected to the internet, IE keeps crashing, I keep getting a blue screen with lots of useless info and then my machine reboots.
Tech: Let me put you on hold while I investigate this, please.
Targeted Ad: OS bloat and instability gotchya down? Sick of paying half your life's earnings for upgrades? [Favorite Linux Distro here] is what you have been looking for, etc, etc.
Tech: Hello sir, thank you for waiting. Could you please tell me again your situation?
Cust: Never mind, I just figured out the problem.
Tech: Glad I could be of service. Have a nice day.
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Old habits die hard...
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Ads = EVIL!
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No Peace
I activally fight ads. I call the ones I get in the snail mail and tell them to remove me from their list. I figure if I waste some of there time, it will cost them. And if companies put more ads on hold, I'm sure I'll comment about it.
On a side note, one time I heard the song "I can't get no satisfaction" while on hold with Sprint. So True!
If companies were smart, or cared about their employee's they would use psycology and play soothing music to calm the upset people on hold rather than making them more upset with ads.
freak3dot
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Not a bad idea...
Then just watch those wait times drop in half.
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911 ads
While I was on hold during this transfer, I was greeted with ads telling me about exciting and lucrative opportunities with the California Highway Patrol.
I really wish this were a joke...
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The longer I'm on hold, the more annoyed I get - usually. I don't take to 'suggestion' well when I'm annoyed like that - I am usually more rebellious.
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You think this is over the top?
I feel like just closing my eyes to shut it all out ... but then someone would find a way to flash ads onto the insides of my eyelids ...
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You really think corporations are going to stop including tech support in the price of your gadgets? Hahahahaahaaaaaaaa. Very funny, ads while you are on hold will just be one more revenue stream for them.
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Double-dipping
Some examples:
"Enhanced cable" stations:
Stations like Discovery, A&E, Sci-Fi Channel, MTV, etc charge a fee to cable providers (Time Warner, Comcast) who then pass the charge onto the customer. So, viewers are paying to see these channels.
Yet all of these channels run just as many commercials as the "free" networks (NBC, CBS, ABC).
So, the stations are getting money from the subscriber fees AND from advertisers.
Movie theaters:
Once, it was good enough for theaters to only take in money from the customers' tickets and concessions. Now, many (if not all) movie theaters run commercials paid for by advertisers.
Many times, these commercials are the exact same commercials that are shown on network TV.
So now companies want to get money from advertisers so commercials can be played to customers who are on hold?
I suppose the next way to make money is to charge customers $4.99 a minute for the priviledge of being put on hold and listening to these ads! Oops, I shouldn't have given these companies any ideas.
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or what would actually happen staying on hold for ever if u don't opt in for adds
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