October, 15 2011
Did you know that many companies are losing customers at a greater scale because customers are being put on-hold for a long time? Ridiculous? Not exactly. On hold statistics also show that you may actually be losing "60% of potential reveues!"
You can raise your eyebrows but this is reality. It may look like a simple problem but the impact on the overall sales is actually huge. Callers hangingup while on-hold is a serious problem and you need to understand the reason behind it and find the perfect solution before it’s too late.
Customers calling you mean they want to do business. But, who would want to wait for a couple of minutes listening to empty space? Chances are, they’ll surely hang-up on you and won’t possibly call again. Now, you didn’t only lose a potential customer, but also you lost a probable sale and if this keeps on happening, you’ll definitely lose customers.
This is the scenario we’re trying to avoid. That said, you need to make sure you have entertaining or informational on-hold messages to keep the customers company while waiting for you to get back to them. Message on-hold and music on-hold are proven marketing strategies that helped a lot of businesses in terms of branding as well as improved on-hold customer experience. A boring wait might turn into something worthwhile for the customer when you have on-hold messages: definitely a win-win situation. You can advertise your latest products and services, or simply tell the customers about your company and what you can offer to them.
Another benefit of having a message on-hold system installed on your telephone system is that it’s a good way create a good impression about your company’s brand. Ultimately, it’s a cost-effective marketing strategy which only needs existing resources (e.g. telephone). There’s no need for you to buy advertising spaces because you can market your company directly to your customers by doing this simple process.
Improving customer relations is the first step into having a successful business. After all, clients are the reason why you’re there.