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Your phone menu decides where callers land. Here is how it works, and how to ask us for a change that gets done right first time.
What a phone menu is
The recorded greeting callers hear, and the options they can press. Press 1 for sales, 2 for support. Behind each option sits a destination: a call group, a person, a voicemail box, or another menu.
We build and change phone menus for you. The structure and the recordings sit with pluscloud. What you decide is where callers should go.
What you can change yourself
Two things that affect callers just as much:
- Timetables. Your opening hours, and therefore when callers hear the open or closed version.
- Call groups. Who is behind each option, and how calls are distributed among them.
A lot of what looks like a menu change is actually one of these, and those you can do today without asking anyone.
Asking for a change
Send us what should happen rather than how to build it:
- Which number the caller dialled
- What they should hear
- Which key goes where
- What happens if nobody presses anything
- Whether it differs outside opening hours
Send us a request with those five answers and it can usually be done in one pass.
What makes a menu work
Worth deciding before you ask:
- Four options at most. People cannot hold more than that while listening to a stranger's voice.
- Most common option first. If eight in ten callers want support, support is not option 3.
- Always a route to a person. A menu with no human at the end sends callers to a competitor.
- Under fifteen seconds. Longer and people press keys at random.
Recordings
Record the greeting yourself if you want your own voice, and send us the file. Write the script first, read it aloud and time it.
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