February, 11 2011
Time drags for customers on hold especially when all they hear is dead air. On-hold messaging can be a powerful two-for-one tool for a business, because it blends marketing with customer satisfaction. These concepts make on-hold messaging useful and popular amongst the famous Hooter’s Restaurant chain. Well known for their, big, juicy, delicious….. ‘uh- em! wings (and other items) ...
Hooter’s is using on-hold messaging services to update customers about specials or upcoming events. On-hold messaging can be viewed as one element of marketing. It lets a business speak directly to its customers and prospects while they're waiting on hold. As a marketing tool, on-hold messaging can't be beat. The customer on hold is a captive audience. And unlike with advertisements and commercials, the company has paid nothing to get the customer's attention. On-hold messaging gives companies a chance to show their stuff and shape attitudes. Hooter’s always has something tasty happening on hold. Making on-hold messages a part of their broader marketing efforts has shown increased value to using hold time marketing. Music with creative and informing messages adds variety during customer hold time can reinforce product branding, and it has proven to increase the average take-out order by promoting additional take-out items or daily lunch or dinner specials which drive up customer purchases.
With it, they can:
• increases customer satisfaction
• callers perceived hold time goes by faster
• Announcements about upcoming sales and other events can build foot traffic.
• Product introductions and special offers can increase orders
• Answers to frequently asked questions may solve the customer's problem, saving time and steps.
On-hold messaging can be a great marketing and customer satisfaction tool. It replaces irritating silence and also helps to increase sales! Message on hold equipment is easy to install with most phone systems and is virtually maintenance free.