Hi everyone,
I wanted to give you a heads up and some background about some upcoming modifications to the phone menu options for Premier members.
In the past, Premiers had to go through a number of automated prompts before getting transferred to an agent. Since one of the benefits of a priority line is time to agent, were simplifying the process that it actually takes to talk to one. Starting this week, were streamlining the menu prompts that lead to the most popular options for Premiers:
Upon verification of your MileagePlus number, the updated menu will look like this:
The above menu has been shortened from five to three options, with Representative being the default if the other two arent selected. Flight Status will continue to provide quick, automated flight information, while MileagePlus Account Servicing ensures you get to a representative that can assist with these specific questions. The bottom line is that by filtering out the more redundant options upfront in the call, we can get Premier members to an agent or needed information quicker than before.
Weve just begun to roll out the new menu options across our systems, so you may start to notice them as early as today.
Aaron Goldberg
Sr. Manager Customer Experience Planning
United Airlines
I wanted to give you a heads up and some background about some upcoming modifications to the phone menu options for Premier members.
In the past, Premiers had to go through a number of automated prompts before getting transferred to an agent. Since one of the benefits of a priority line is time to agent, were simplifying the process that it actually takes to talk to one. Starting this week, were streamlining the menu prompts that lead to the most popular options for Premiers:
Upon verification of your MileagePlus number, the updated menu will look like this:
- Flight Status (or press 1) Real-time flight information
- MileagePlus Account Servicing (or press 2) Assistance with MileagePlus-specific issues, e.g. account questions
- Representative (or press 0 or Hold) Automatic transfer to a Reservations agent
The above menu has been shortened from five to three options, with Representative being the default if the other two arent selected. Flight Status will continue to provide quick, automated flight information, while MileagePlus Account Servicing ensures you get to a representative that can assist with these specific questions. The bottom line is that by filtering out the more redundant options upfront in the call, we can get Premier members to an agent or needed information quicker than before.
Weve just begun to roll out the new menu options across our systems, so you may start to notice them as early as today.
Aaron Goldberg
Sr. Manager Customer Experience Planning
United Airlines