Absolutely. There are a few startups doing this, ranging from hardware that companies install to software to "outside in" solutions like we're working on. As far as I understand this industry, the challenge is that they've all got massively complex dedicated IVR systems, and changing them is hard.
Some solutions will detect when call volumes are high, and allow you to put in your phone number to be called back. That's pretty cool, but you still have to call in, press buttons and wait to see if you get that message.
I agree though, in principle it's an area where companies could innovate. Unfortunately, customer service is typically approached as a cost to be minimized rather than an opportunity to be maximized. Zappos is the exception, etc.
Some solutions will detect when call volumes are high, and allow you to put in your phone number to be called back. That's pretty cool, but you still have to call in, press buttons and wait to see if you get that message.
I agree though, in principle it's an area where companies could innovate. Unfortunately, customer service is typically approached as a cost to be minimized rather than an opportunity to be maximized. Zappos is the exception, etc.