Telephone Trees for Transportation Information

I am looking for research that has been compiled on the type of telephone trees formats that are more user friendly for people seeking transportation information. While we get a lot of people looking at our website for information (which we are also in the process of redoing--and I welcome any social marketing strategies as well), we do get quite a number of people who call our office. The market we serve are employees, students, visitors, disabled and seniors. Our agency is looking at doing away with the tree and providing a live person to be more on hand to assist with the individualized trip planning etc. We want to increase our customer service, increase the number of people who select transportation choices without breaking the bank. Does anyone have vendors, ideas or suggests of systems/formats that seem to have worked well with their agencies?

Thanks.
Lisa Quinn

Program Coordinator
SLO Regional Rideshare
1150 Osos Street, Suite 206
San Luis Obispo, CA 93401
805.781.4462 phone
805.781.1291 fax
[email protected]