Juno Internet Assistance technique

Juno is a company that’s new to me. I learned that it provides Internet access services and security/privacy products for Internet users. Those products and services are some reasons to call Juno.

I called Juno's 800-654-5866 phone number to ask about an identity theft protection product. I listened to the automated voice response system. It welcomed me to the company and then offered a menu where I could get help. Since I was not a customer, I could press two to get help, which is what I did.

The voice told me the office was closed and that I could call back during their business hours of 10:00 a.m. until 7:00 p.m. It also gave me some options for online help. I could visit help.juno.com.

The voice said I could handle billing issues or cancel service on the website, and I would need to use my password and user ID to access my account. Since I was not a customer, that information did not apply to me, so I waited until regular business hours to call.

I called back during regular business hours, and the system welcomed me to Juno. It told me what services they offer through the customer service number. It had me wait for a representative while guitar music played.

The automated voice interrupted the music to explain the security products Juno offers. It encouraged me to ask a representative for more information. The guitar music continued, and the voice returned to tell me they valued each call.

The voice also told me how I could view my account status. I don’t have an account, so that information was useless. I guess the system provided that information to pass the time while I waited. The voice repeated some of Juno’s new features and returned me to the music.

The automated system interrupted the music again to tell me how they valued each call, and the music would resume. Suddenly, the background music stopped for several seconds, and I heard only dead air. I thought that was a sign that a customer service representative was preparing to answer my call. Still, the silence continued for almost two minutes. Since it seemed the system had dropped my call, I hung up.

If you tell a potential customer their call is important, but there’s silence that leaves them wondering if the system dropped the call, that’s a problem. I understand that customer service representatives can be overwhelmed with the call volume. However, if the automated system can’t offer a callback, it could at least ask a customer to call later.

Throughout this call, the system provided an overview of Juno’s new products, which sounded interesting. Unfortunately, I did not get to speak to anyone who could explain how the products work or how much they cost.