Netherlands
Belgium
Denmark
Germany
France
United States
Austria
UK
Spain
ItalyKeep it simple. A phone menu lets callers choose where they want to go: press 1 for sales, press 2 for support, and so on. Each option can connect to a person, a team, a recorded message or another menu level.
With so many possibilities, it is tempting to build a large menu with an option for every situation. A simple menu works better. Keep these five rules in mind:
1. Use the words your customers use
Avoid internal jargon. If customers say “returns”, don’t call it “post-sales processing”. Use the words your callers actually use.
2. Offer fewer options
Aim for 3 to 5 options per level. With more than that, callers have forgotten the first options by the time they hear the last one.
3. No more than two levels
If callers have to go more than two menus deep, many of them hang up. Keep the menu shallow.
4. Say the choice first, then the number
Say “For sales, press 1” rather than “Press 1 for sales.” That way, callers hear what the option is before they need to remember the number.
5. Avoid loops
Make sure every path leads somewhere. Don’t send callers back to the start of the menu without giving them a way to reach a person.
Need help designing your menu?
Contact us and our team will help you set up a phone menu that works for your business.
