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 create an extensive menu with an option for every scenario. But simpler is always better. Here are five rules to keep in mind:

1. Use words your customers use

Avoid internal jargon. If customers say “returns” do not call it “post-sales processing”. Use the language your callers actually use.

2. Less is better

Aim for 3 to 5 options per level. More than that and callers forget the first options by the time they hear the last.

3. No more than two levels

If callers have to navigate more than two menus deep, they will hang up. Keep it shallow.

4. State the choice first, then the number

Say “For sales, press 1” rather than “Press 1 for sales.” This way callers hear what the option is before they need to remember the number.

5. Avoid loops

Make sure every path leads somewhere. Do not 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.