Why ‘Your Call Is Important to Us’ Has Never Been Less True
My dear mother-in-law died a year ago, and despite her best-laid plans to get her affairs in order before she passed, she didn’t quite manage it. That means I’m constantly on the phone these days with everyone from the IRS to attorneys to CPAs. And because everything bad happens at once, I’m also on the line with doctors for various family members, including our beloved one-eyed cat.
Due to these endless calls, it seems like every day I’m dealing with one of the deepest circles of hell, the automated phone menu. You know what I mean — you call a number for help and you’re thrown into an endless loop of recorded messages that don’t assist you at all. I can’t even tell you how much time I’ve wasted stuck in this never-never land lately. Generally, the stress is already high for these calls — no one ever looks forward to calling the IRS, or a doctor. Being stuck in a phone menu reminds me of a state fair funhouse where you think you’ve found the way out but just keep slamming into walls, over and over again.
Some phones, like Google’s Pixel series, help you avoid these menus or even wait on hold for you, but there’s clearly room to improve these menus for everyone. Here’s how automated phone lines could make life easier for their callers.
We need a universal way to get to a live human
Maybe the most important thing: There needs to be