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How to improve public-service phone menus - Bradley Lehman
Everyone has met automated phone systems that have usability problems.
This short video offers strategies to improve those systems.
Good design requires an ear for conversational style and paci...
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The system must retain gentle control of the conversation--guiding it toward deliverable features, in efficiently focused service. BUT, at the same time: the caller should get the illusion and feeling of being in charge. The caller initiated the call to get some specific service, or the answer to a question.
A good style makes it clear BY EXAMPLE ALONE that the company genuinely values the caller's own time, attention, and continued business. Carefully craft every word!
Have you considered that there are many companies that deliberately write/design their automated systems to be non-user friendly? Why pay a claim, provide costly service, correct a bill etc., when you can frustrate the hell out of a customer until they figure it's not worth resolving their issue.