November, 13 2009
On hold messages are a great way to get your marketing message out to your clients. Instead of your callers sitting on hold in silence, use this time to educate and inform them of your products and services. Consider an on hold message as a reliable method to keep your callers on the line and as an infomercial about your business.
So how should the message on hold be structured and what are the key areas to include?
The first area is Educational: Tell your callers about any new products or services you have introduced. Also let them know of any improvements you may have made to existing products and services. Consider using this opportunity to cross-sell related products and services by calling attention to other related business areas. Point them in the direction of your website or catalogue to show the full range available. Impress on your callers the benefits of using your products and the flexible solutions your services provide.
The second area is Informational: This area can really help your customer services department. Use the on hold message to answer frequently asked questions, inform callers of your business opening and closing times. Let them know of any changes of business hours during holiday periods. Give you callers directions to your business premises and the full business address. These standard queries can save your customer service team time and resources and make them more efficient.
The third area is image and brand builders: Tell your callers about your companies achievements. Mention any award or endorsements your business has recently received. Now is the time to blow your own trumpet – don’t be shy in coming forward. Make sure your clients know what they are becoming a part of when they purchase from your company. Use the opportunity to tell your clients your commitment to quality and standards and give them evidence. This information can really help build trust and credibility.