Using LucyPhone to do your customer service bidding makes you a more empowered customer. If you get put on hold, you can press "**" at which point "Lucy" will hold your spot in the queue until a live agent handles your call. While Lucy waits on hold for you, you can do other things, like try on earmuffs. The app shows you the status of the call and your recent call history. While Lucy waits, you can choose to re-join the call or cancel it.