just make the whole thing... you know, cooler. it needs to be 20% cooler.

Right? It's baffling. Like... what if someone is bilingual but is more comfortable speaking in Spanish? What if they're still learning English but aren't advanced enough yet to talk on the phone in it? What if they only speak Spanish and want some goddamned customer service? Why is the "inconvenience" of pressing 1 > their ability to get help when they need it? I HAVE SO MANY QUESTIONS AND NO ONE WILL ANSWER THEM. :(