Should My Business Have a Phone Menu?

One of the great frustrations of calling a business is getting an IVR. IVR, or Interactive Voice Response, is that automated interaction that you will hear when you call any big business. Too often customers don’t like having their time wasted when they hear this, but there are good reasons why your business should have IVR or a Phone Menu.

A Phone Menu Efficiently Routes Your Callers

It used to be that businesses had a whole staff of people who would serve as switchboard operators. The advantage is that you would talk to the reassuring voice of a human being, and be transferred to the line that you needed. Since it is far less expensive to use a phone menu, switchboard operators are no longer needed. Your first sign that you need a phone menu is when you discover that having one person answering the phone all day just isn’t enough.

After all, most people who call your business should know the exact person that he or she should talk to. Therefore, using a menu that greets the caller with “if you know the extension, please enter it at any time” is actually comforting, even though the customer might need to wait a few seconds to hear the menu options.

Once you have set up your IVR system, people in your business can have their extensions on their business cards. A cloud based phone menu can send the caller to a mobile phone line as well as the businesses VoIP line. VoIP phone systems offer functionality and flexibility that make it easy for your customers to reach you anywhere.

A Phone Menu Can Provide Callers with Quick Information

In addition to phone menus that can direct a caller to the right person, sometimes a caller only needs a single piece of information. Chances are, you might have called the bank to check on your account balance, or the airline to check on a flight arrival, or a business to check for the address or opening hours. This might be information that can be checked online from a computer or smartphone, but some people may only have access to their phone and not the Internet, so they need the confirmation. A phone menu should be there for them, and just having this feature available shows that you care about their needs.

The Cost of a Phone Menu

An IVR menu also lends a certain air of prestige to the company. Callers who hear a phone menu know that the company is big enough to require an IVR system, so this creates an image that the company is doing very well for itself.

If your business is at the point where you need a functional phone menu, you should check and make certain it is set up for Conference Calls, Hold Music, and Call Recording. If you want to simplify this process, consider Telzio, where you can set up all those features for a very low price.

Jennifer is part of the content marketing team at Telzio, providing insight and tips on how Telzio can be used to optimize business communications and customer service.