I think I’m probably in the minority when I say that I don’t mind voice mail menus. I really don’t. However, I mind how they are implemented. I cannot count the number of times I’ve been in a maze of menus, heading down what I think is the right path, only to find that I’m presented with a list of options that have nothing to do with my call. What do you do then? Just hang up? Go back a menu? How do you do that? Why can’t I get out of this thing?
It would seem trivial to me to simply make things more clear. For instance, I’m on the phone now with USAirways, checking into some upgrades for the seats I purchased the other day. I have no problem wit this, and am happy to go through a few minutes of pain to try and score some first class seats to Jamaica.
What kills me is that I have no idea where to go. I’m calling the number that says “for awards and upgrades, call…”, but I’ve gone through at least four menus thus far, and not a single one of them has said anything about upgrading a seat. Am I now in the right place, or will I need to talk to someone else at an entirely different number? I have no idea. I guess I’ll find out shortly.
Comments
One response to “Simplifying Voice Mail Menus”
Voice menu systems (and call center systems) are like any other application — they need to be designed, their functionality needs to be planned, and they need to be tested. What seems to happem instead is that options are just thrown in willy-nilly with little thought of structure and zero “can anyone find this?” testing.
That said, I’d rather navigate a well-thought-out voice menu system than deal with a generic CS rep.