·3 min read
Why we never built a phone menu
"Press 1 for service" is the worst single design decision in business phones.
IVR menus exist because the technology to listen to the caller did not exist when phone systems were designed. That excuse is gone. Customers hate menus. They mash zero and end up in voicemail anyway.
From day one we shipped a system that listens and decides. No menus. No "if this is an emergency, please hang up." Just a sentence from the caller and a response.