I must admit to being torn as to which advanced technology causes me more angst: robocalls from Uzbekistan or becoming hopelessly lost in voice mail hell.
Since I was recently contacted by Clutch and asked to blog about the findings of their recent report on “phone menus”, I’ve opted to address voice mail hell.
Here’s their report.
Since the research told me what I already knew, I asked Riley Panko of Clutch what insights were gleaned from the findings.
She shared three:
1.) Keep phone menu options to three or less.
2.) Consider more creative ways to personalize phone menus without taking up a customer’s time. Kin Insurance, for example, routes an incoming call to the appropriate resource BEFORE the caller even speaks to someone. Good for you, Kin.
3.) Always include the option to speak to a living, breathing human being.
Pivoting quickly as we communication pros like to say, I wondered what the corporate purpose of the technology companies responsible for selling phone menu technology might be?
– “Making the world an even more intolerable place in which to live”
– “Further fanning the flames of an already furious consumer base”
– “Playing our bit in helping Big Pharma sell even more anti-anxiety meds”
Robo calls and getting lost in voice mail hell are just two of the more unfortunate realities of life in the year 2019.
Three cheers to Clutch for trying their best to ease our pain.
Now please press one if you’d like further information on anger management. Press two for the name and location of a stress management program near you. And don’t bother pressing three because there is no live person handling incoming calls at Repman.com.
It certainly becomes clear with certain companies that they have absolutely no desire to have a live conversation with customers. Gives a person such a warm feeling about doing business with them…