Please welcome the newest member of our team, we call him Robbie. You can speak to Robbie by calling us on 1300 678 699, and he’ll automatically answer your call 24 hours a day, 7 days a week. He doesn’t get much time off, mainly because he’s our new IVR recorded by superstar Robbie McGregor.
We recently had our IVR set up as part of our new Customer Service model aimed at increasing the level of service provided to customers and building on the experience people have had with Chombo in the past with our email support. We decided things should be awesome from the moment the call is answered, so we decided to have the calls answered by someone who would be recognisable to everyone (even if you don’t know him by name!).
When you call you’ll be presented with varying options depending on when you call. If you call during our trading hours of 8.30am to 5.30pm AEDT, Monday to Friday you’ll be presented with an options for Sales, Support, and Accounts. If you call after hours, you’ll be told you’re being put through to voicemail but given the option to Press 1 if you need urgent Technical Support. This is only for critical or urgent technical queries, if it’s not urgent please just send through an email. 
The best part of the whole thing, is that you’ll never wait on hold for more than 3 minutes. We don’t believe we should waste your day with terrible music. If IVR works out that you’d wait for more than 3 minutes, you’re redirected to voicemail and you retain your position in the queue. If you’re really in a hurry, as soon as you get put on hold you can just press 1 and be put through to voicemail as well (I’d suggest waiting 10 seconds first in case we aren’t busy).
Hopefully this makes everyone’s lives a little easier and just a little bit cooler as well, now that we’ve got Robbie on board.