Since the customer is king, their satisfaction will decide the fate of your success! Customer satisfaction is what results in a business turning a profit. If you do not have satisfied customers, you can shut down your company even before it has started walking.
Reports show that businesses spend 96% of their advertising budget to get the telephone to ring, yet only 4% is dedicated to properly handling those calls. With that said, is there any question why most businesses fall short when it comes to the caller experience/customer service?
Message on hold is a common business convention. If you don’t know what it is, or can’t infer from the name (hint, it’s music and entertaining messages playing when someone is on hold), it is when recorded music is played when callers are put on hold. At successful businesses, this is a very common practice wherever customer service is involved.
While customers normally dislike being put on hold, there is no argument that on hold messages are very important in the operations of business. If you hold up a potential customer for too long, that customer will be frustrated and will hang up. He might choose to find another business alternative which would then turn out a disaster for your business and you would lose a lead.
To solve this big issue, businesses seek the help of professional Custom Music On hold & Message providers whom have seasoned copywriting veterans to develop interesting messages to keep their valuable customers’ wait interesting. In fact, studies show that callers on hold will wait up to 3 times longer with on hold messages (vs silence or radio) giving you the opportunity to serve them.
There is a common misconception when it comes to on hold messaging. It’s not about forcing yourself on the customer! It’s about improving the caller experience, providing a positive brand impression, and keeping callers from hanging up!
The value added benefit of a on hold marketing is also used to give customers other informative messages about your business, which has proven to generate leads and increase sales. While the main goal is ensuring a positive caller experience and satisfaction, they are after all a captive audience so you might as well market to them right?