Don't Let Voicemail Antagonise Your Customers

When asked what aggravates them most about modern phone communication, the majority of people will say that it is voicemail. Pressed for details, they explain that it is the automated answering process that companies use to screen and direct calls that bugs them, not the basic messaging-taking function.

According to Gordon Matthews, the inventor of voicemail, he never anticipated that his automated message system would be used to confuse and frustrate business callers. He didn't foresee how many ways businesses could devise to misuse his system. "There's not anybody who really cares about using voice messaging the way I envisioned it," he says.

Advantages and drawbacks of voicemail