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An informative custom on hold messaging program will encourage your callers to hold for a longer period of time than they might otherwise, allowing your business more time to retain more of your callers.
When the time comes to place a caller on-hold, and every company must do so at one time or another, you can take advantage of that time to introduce your callers to information about your products and services. By presenting a polished professional image, first-time callers will get a positive first-impression as they wait to speak with you or one of your representatives.
Most businesses tell us they want callers on hold for as short amount of time as possible… in many cases, we are told that :30 seconds is too long. With this mind, we help our customers make more money, while presenting themselves in a professional manner, with an effective on hold messaging program that is all about their business and what it can do for their callers.
From another perspective though, the only thing more valuable than a company’s on-hold time, is the caller’s time they spend on hold. A business can show callers they value their time by sharing content that may actually be of interest to them. Afterall, they called you, so they are already interested in your solutions. Why not peak their interest with more information on what they called about in the first place. Many of our clients tell us there are things about their business that the average caller does not know about, so on hold messaging is the perfect opportunity to disseminate this information.
Of course, you will also want to consider WHO is calling your business… customers, prospects or a mix of both. If most of your callers are prospects, are they just becoming aware of your business or are they ready to buy if you can provide the product or service they need? An on hold message program can tout the benefits of your product or service, instead of simply talking about your experience and years in business. If most people calling your business are already customers, this is a great opportunity to introduce promotions, run loyalty programs, and cross promote other products or services.
Remember that time spent on-hold is unique in that you have the caller’s undivided attention. If you want to make them feel satisfied with waiting, it is important to make that time on hold worth their while. What does the caller want to hear? Probably not a sales pitch, but they do what more information presented in a simple way they can easily understand and you can do so with a focused, professional on hold messaging program.
On Hold Messages serve an important purpose for any business receiving calls from clients and prospects who must be put on hold for various reasons. Normally, most companies return to those callers on hold in one minute or less, but that hold time is still a moment where the captive attention of those inquiring with your business is at it’s peak.
On Hold Messages are radio ad-like spots that center on promotion of your company’s products and services at the ‘point of opportunity,’ when customers may be only moments away from making a purchase decision and most likely, more receptive to affirmative and informative marketing messages delivered to them during their phone hold time.
On Hold Messages Focus Your Customers
On Hold Messages not only provide information to customers, they keep them focused on your business. Other audio, such as a radio on hold, or no audio at all, are a distraction for people waiting on hold and a lost opportunity.
For callers waiting in silence, only a few seconds on hold can seem like an eternity. By providing information through on hold messages, your company can improve the overall interaction experience for customers and prospects.
Conveying to callers that your business will take care of them starts with the first phone call. For many companies though, time on hold with the radio or dead air, strays from that idea and sends the exact opposite message.
With on hold messages, you will focus and enhance your business with a customer service tool that communicates to new or prospective clients, conciously and subconciously, how you prioritize customer service, along with the products and solutions you offer.
On Hold Messages Enhance Your Brand
Remember that marketing isn’t just about selling products or services, it’s about creating a memorable, positive experience for people, so they think of your business first the next time they need what you provide.
On Hold Messages help to portray the brand image you envision for your company, while delivering more value to your customers.
How many times have you contacted a business and were placed on hold only to hear dead silence? The first thing people normally say is, “Hello?” “Hello?” It’s human nature for them to think their call was disconnected when that happens and they may even hang up. They may call back… they may not.
When calling a business, the majority of people assume when they’re on hold that they will hear music or maybe some messages with information about that business. When they here nothing though, it can make the hold time seem like a lifetime as they wait for someone to come back to the line.
If this is you’re business, consider breaking the silence and using the phone on hold time to your advantage by providing your callers informational and promotional on hold messaging that may help increase your sales. For example, with music playing in the background, a professional voice talent can talk about your products and/or services, plus mention your website. Think about how powerful that is… prospects on hold also getting an immediate visual of your offerings because you provided them with your website address.
Image is everything and quality hold music with on hold messaging, allows you to present your company as a true professional in the eyes of your clients. In addition, a scripted presentation on hold, lets your customer know you value their time and the reason they called. Afterall, no one enjoys being put on hold, but customized messages and music thoughtfully prepared for your customers makes that time a little more pleasant.