Israeli App 'Speedy' Holds the Line for Users Waiting for Customer Service
An Israeli app called Speedy has been developed to eliminate the frustrating wait times customers experience when trying to reach service representatives. Gilad Bruchson, the app's founder, was inspired to create Speedy after his own prolonged waits for customer service following his military discharge. He found himself repeatedly waiting over half an hour for various services like health funds and banks, prompting him to seek a technological solution.
Speedy functions by dialing the desired company or government office on behalf of the user, navigating automated menus, and waiting on hold until a human representative is available. Once connected, the app transfers the call to the user, allowing them to speak directly with the agent without having endured the wait or dealt with the phone menus themselves. Bruchson highlighted that the app handles finding the correct number, managing the automated system, and enduring the often-annoying hold music.
Currently, Speedy boasts tens of thousands of users who utilize it daily to connect with thousands of companies and government offices. Bruchson shared an anecdote about an elderly individual who, after two weeks of trying, successfully resolved an issue with their health fund using Speedy. He noted that wait times vary significantly, with some exceeding an hour while others are around ten minutes.
The app also offers a scheduling feature, allowing users to set a preferred time for Speedy to initiate the call, useful for times outside of service hours or when the user is unavailable. Bruchson stated that Speedy plans to keep the service free indefinitely, aiming for broad accessibility. The business model relies on partnerships with large companies rather than charging users.
Regarding privacy, Bruchson clarified that Speedy uses user-provided information solely for initiating the call and identification with the service center. Once a human agent is on the line, Speedy disconnects from the call, ensuring the conversation remains private between the user and the representative. The longest recorded wait time for Speedy was three hours for a call to an airline's customer service line.
