If you\u2019ve ever called a business and heard \u201cPress 1 for sales, press 2 for support\u201d…you\u2019ve used a phone menu (also known as a \u201cphone tree\u201d or \u201ccall menu\u201d). And if you run a small business, you\u2019ve probably thought: do I need one of those? And how hard is it to set up?<\/p>\n\n\n\n
Well, luckily for you, setting up a phone menu doesn\u2019t have to be complicated. You don\u2019t need a big call center or an expensive system. In fact, many different phone platforms and services allow you to create a simple, professional phone menu in no time.<\/p>\n\n\n\n
We\u2019ll walk you through how phone menus actually work \u2014 and how to build one that helps<\/em> your callers, instead of frustrating them.<\/p>\n\n\n\n Sounds a bit complex, but an auto attendant is really just a phone menu. It\u2019s often called an auto attendant<\/a> though, because it\u2019s basically a system that answers your calls and routes them based on what the caller selects. (You\u2019re definitely familiar if you\u2019ve ever called basically any business ever.) <\/p>\n\n\n\n For example:<\/p>\n\n\n\n And yes, literally anyone can have one! (With some phone providers, you could even set one up with your personal number, if you were feeling fancy.) Phone menus help you:<\/p>\n\n\n\n There are multiple ways, actually! 2. Through VoIP providers<\/strong> 3. Through number marketplaces<\/strong> For most small businesses, the goal is clear: get a system that lets you build a call routing menu for your business without adding unnecessary complexity.<\/p>\n\n\n\n When looking into phone menus, you\u2019ll usually come across two terms:<\/p>\n\n\n\n Yes, IVR systems can handle more intricate setups, but they\u2019re often overkill for small businesses. And let\u2019s be honest, most people don\u2019t love talking to a robot. For most use cases, a clean, button-based menu does the job better.<\/p>\n\n\n\n You don\u2019t need to overthink this! Here\u2019s how to keep it simple.<\/p>\n\n\n\n Before you touch any settings, ask:<\/p>\n\n\n\n \u201cWhat do I want this menu to do?\u201d<\/p>\n\n\n\n Usually, it\u2019s one (or more) of these:<\/p>\n\n\n\n If your goal isn\u2019t clear, your menu won\u2019t be either.<\/p>\n\n\n\n Next up, consider who’s actually calling you. <\/p>\n\n\n\n A few common examples:<\/p>\n\n\n\n Now ask:<\/p>\n\n\n\n Now you need to start spotting patterns. Look at your last week (or month) of calls:<\/p>\n\n\n\n Typical small business categories can include:<\/p>\n\n\n\n The answer to these three questions typically resolves what your menu options need to highlight.<\/p>\n\n\n\n Before setting anything up, map it out. Seriously, draw it on a piece of paper and see how it all lands.<\/p>\n\n\n\n It can be as straightforward as:<\/p>\n\n\n\n 1 \u2192 Sales<\/p>\n\n\n\n 2 \u2192 Support<\/p>\n\n\n\n 3 \u2192 Hours (recording)<\/p>\n\n\n\n 0 \u2192 Speak to someone<\/p>\n\n\n\n If your business is more complex, you might have a second layer:<\/p>\n\n\n\n 1 \u2192 Technical issue<\/p>\n\n\n\n 2 \u2192 Account help<\/p>\n\n\n\n 0 \u2192 Agent<\/p>\n\n\n\n Mapping your menu beforehand will save you time later. It\u2019s much easier to adjust a rough sketch than redo an entire live system.<\/p>\n\n\n\n To determine the right type of menu system for your business, consider this:<\/p>\n\n\n\n Most small businesses should stick with an auto attendant. An auto attendant menu is:<\/p>\n\n\n\n You don\u2019t need voice recognition to route just a few types of calls.<\/p>\n\n\n\n To alleviate unnecessary confusion for your callers, try not to overcomplicate your script. It\u2019s best to keep it short and clear.<\/p>\n\n\n\n \u201cThanks for calling Flowers To Order \u201cHello and thank you for calling Flowers To Go, your trusted partner in outdoor excellence, and home of the spring daisies. We have many new arrivals and we can help you with anything you\u2019d like. We\u2019re located at\u2026\u201d<\/p>\n\n\n\n While fun and friendly, it\u2019s good to remember that, most people just want to get where they\u2019re trying to go!<\/p>\n\n\n\n You don\u2019t need it to be perfect, just avoid the common frustrations.<\/p>\n\n\n\n Try to stay within:<\/p>\n\n\n\n The deeper or longer the menu, the more people drop off.<\/p>\n\n\n\n Say what the option does<\/em>, not necessarily the name of the department.<\/p>\n\n\n\n After you finish the options, set up the following:<\/p>\n\n\n\n Even if it just returns to the main menu, people tend to need that option. If you have too many menu options, callers can get feel lost and forget the corresponding numbers to press to get to their desired destination.<\/p>\n\n\n\n If 70% of calls to your business are about scheduling, make it option \u201c1,\u201d not option \u201c4.\u201d<\/p>\n\n\n\n If your menu starts feeling like a maze, it probably is. When in doubt, simplify.<\/p>\n\n\n\n These problems come up a lot, but they\u2019re easy to fix.<\/p>\n\n\n\n If callers are forced to listen to an entire menu where each option begins with\u2026.<\/p>\n\n\n\n \u201cPress 1\u2026 press 2\u2026 press 3\u2026 press 4\u2026 press 5\u2026\u201d<\/p>\n\n\n\n \u2026they may stop listening. Begin each menu option with the name\/task first, rather than \u201cPress #\u201d.<\/p>\n\n\n\n Nobody needs a 20-second greeting. Short and functional always wins.<\/p>\n\n\n\n Even if you prefer automation, some situations need a person. Blocking that path frustrates callers quickly. If you\u2019re setting up a phone menu for a large organization, it\u2019s tempting to rely on fully-automated solutions, but do consider having a human option.<\/p>\n\n\n\n Make sure:<\/p>\n\n\n\n The menu is only as good as what happens after the button press.<\/p>\n\n\n\n If you do end up using a more advanced system, a few IVR best practices are worth keeping in mind:<\/p>\n\n\n\n For smaller teams, though, this is exactly why auto attendant menus are so popular, as they skip the complexity and just get callers where they need to go.<\/p>\n\n\n\n Once your structure and script are ready, implementation is straightforward.<\/p>\n\n\n\n Most systems let you:<\/p>\n\n\n\n If you\u2019re starting from scratch, you\u2019ll need a business number and a platform that supports call routing. You can get a business line<\/a> and configure routing without needing a full phone system.<\/p>\n\n\n\n If you want something lightweight, you can get an auto attendant menu through NumberBarn and use features like call forwarding to build a setup with up to ten forwards, around your existing phone.<\/p>\n\n\n\n There, you can:<\/p>\n\n\n\n If you\u2019re curious, you can explore how to get an auto attendant menu<\/a>, browse available numbers or look into other number boosting features<\/a> depending on how you want calls handled.<\/p>\n\n\n\n Most phone systems that offer menus include: <\/p>\n\n\n\n You might also see features like:<\/p>\n\n\n\n You don\u2019t need all of this on day one, but it\u2019s useful to know what\u2019s possible as your setup grows and scales.<\/p>\n\n\n\n Again, a phone menu doesn\u2019t need to be complicated to be effective.<\/p>\n\n\n\n If it:<\/p>\n\n\n\n \u2026it\u2019s doing its job!<\/p>\n\n\n\n Start with a basic structure, keep your script tight and adjust as you learn what your callers actually need. And that\u2019s really it. A straightforward and thoughtfully planned menu can help you have happier callers, and a happier team!<\/p>\n","protected":false},"excerpt":{"rendered":" If you\u2019ve ever called a business and heard \u201cPress 1 for sales, press 2 for support\u201d…you\u2019ve used a phone menu (also known as a \u201cphone tree\u201d or \u201ccall menu\u201d). And if you run a small business, you\u2019ve probably thought: do I need one of those? And how hard is it to set up? Well, luckily…<\/p>\n","protected":false},"author":21,"featured_media":10436,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-10434","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ask-the-pig"],"yoast_head":"\nWhat\u2019s an Auto Attendant?<\/strong><\/h2>\n\n\n\n
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How Do You Set Up a Phone Menu?<\/strong><\/h2>\n\n\n\n
1. Through your phone carrier<\/strong>
Some traditional carriers (i.e., AT&T, Verizon, T-Mobile) offer basic auto-attendant setup as part of business plans. These are usually bundled with contracts and device-based systems.<\/p>\n\n\n\n
Many VoIP platforms include automated call system setup, letting you build menus, route calls and manage everything from an app or dashboard.<\/p>\n\n\n\n
You can also start with searching for the number yourself<\/a>, then layering in features such as menus and call routing on top. This gives you more flexibility, especially if you don\u2019t want to tie everything to one provider.<\/p>\n\n\n\nIs there a difference between \u2018IVR\u2019 and \u2018Auto Attendant\u2019?<\/strong><\/h2>\n\n\n\n
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How to Create a Phone Menu <\/strong><\/h2>\n\n\n\n
1. Start with your goal<\/strong><\/h3>\n\n\n\n
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2. Think about your callers<\/strong><\/h3>\n\n\n\n
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3. Identify your most common call types<\/strong><\/h3>\n\n\n\n
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4. Sketch your menu <\/strong><\/h3>\n\n\n\n
Main Menu<\/strong><\/h4>\n\n\n\n
Support Menu<\/strong><\/h4>\n\n\n\n
5. Choose the right type of menu<\/strong><\/h3>\n\n\n\n
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6. Write your menu script<\/strong><\/h3>\n\n\n\n
Some good examples:<\/strong><\/h4>\n\n\n\n
Press 1 for new service requests,
Press 2 for existing customers,
Press 3 for office hours,
Or press 0 to speak with a representative.\u201d<\/p>\n\n\n\nNot-so-good example:<\/strong><\/h4>\n\n\n\n
Best Practices for a Phone Menu That People Don\u2019t Hate<\/strong><\/h2>\n\n\n\n
1. Keep it short<\/strong><\/h3>\n\n\n\n
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2. Use clear, direct language<\/strong><\/h3>\n\n\n\n
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3. Always offer a way out <\/strong><\/h3>\n\n\n\n
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4. Put the most common option first<\/strong><\/h3>\n\n\n\n
5. Don\u2019t overuse submenus<\/strong><\/h3>\n\n\n\n
Common Mistakes to Avoid<\/strong><\/h2>\n\n\n\n
1. Too many options<\/strong><\/h3>\n\n\n\n
2. Long, rambling intros<\/strong><\/h3>\n\n\n\n
3. No human option<\/strong><\/h3>\n\n\n\n
4. Poor routing behind the scenes<\/strong><\/h3>\n\n\n\n
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A Quick Note on IVR Best Practices for Businesses<\/strong><\/h2>\n\n\n\n
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Setting A Menu Up in Your Own Phone System<\/strong><\/h3>\n\n\n\n
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Tools And Features to Help Create a Menu<\/strong><\/h2>\n\n\n\n
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