Do you value your customers and want to keep them happy and engaged? Do you want to help them through any questions, concerns, or difficulties? You can do this by creating quality on-hold messages.
An on-hold message is a powerful way to leverage technology for your business. Messages have the power to represent your organization in the best way possible. But, a well-crafted message encourages your customers to keep coming back.
So, how can a simple message create so much value? Read on to learn 7 on-hold message tips that can help to transform and grow your business.
1. Your Message Represents Your Business
When a customer picks up the phone, they are usually expecting to hear a voice on the other end. As a business, you have a few seconds to adjust this expectation of immediacy. Your goal is to keep the customer informed and inclined to wait for a representative. Or you must deliver the client the necessary information as quickly as possible.
In those few seconds, you have an opportunity to represent your business positively or negatively. The on-hold message becomes the replacement for human contact. It must speak to your brand’s identity, your business view, and your services.
Capture and Convert
The message must also sound professional and reliable so the customer feels assured they have contacted the correct business and will be serviced appropriately.
Remember first impressions are not always fleeting. Your on-hold message is the most important representation of your business. It can determine if the customer will want to work with you.
2. Phone Calls Still Matter
If you believe customer service phone calls are outdated, think again. The phone is still a tremendous part of the customer’s experience.
Remember that a good part of the population is more comfortable using the phone instead of the internet. This especially is true for the aging subset’s experience and preference for customer service. These customers are in favor of the phone because they want a human connection.
Online emails or chat boxes cannot replace the connection and power of a human voice.
Leverage a Connection
Your business has the opportunity to leverage that connection through an on-hold message. By crafting a voice and script that connects the caller, you make them feel comfortable. But, you also are appealing to their expectations.
By satisfying these expectations you increase your chances of the caller continuing on the line and hopefully converting them to sale.
3. Make Technology Work
Have you ever felt frustrated listening to an on-hold message?
The message may have prompted you to voice your concerns or press any key to communicate. You may have missed that message prompt and end up in a circle and swirl of information, without ever getting anywhere. I just want to get this solved, you may have thought.
Making sure your on-hold message technologically works is an easy and expected fix. You don’t want to lose customers because of a poor recording system or frustrating message prompt.
4. Provide Value and Direction
The importance of an on-hold message is to help your customer. You do this by providing value and direction. Your on-hold message should have valuable, insightful, or necessary information.
For example, if you own a store, it would be helpful to include your hours of operation. You should also adapt to any holidays or irregularities of opening or closing times. Your message must direct the customer to action.
Continuing with the store example, if the customer is calling during a busy time, does your message include other directions? You want to direct the customer to buy from you. Consider adding information to your on-hold message about your website or social media to keep your customers engaged and encourage them to peruse or purchase through alternative methods.
5. Customer Engagement
Did you know that up to two-thirds of a brand’s profits could come from customer engagement? To engage your customers, you must provide valuable information that meets or exceeds expectations. Understanding your customer’s needs and pain points will help you craft a message that is effective.
For example, if your customer is a busy professional with little time, a lengthy on-hold message with confusing prompts or excess information will not satisfy. Consider your on-hold message to be an extension of your customer service and customer engagement business plan.
How to engage your customers? The right message could create repeat clientele.
6. Opportunity to Customize Your Content
An efficient on-hold message is an opportunity to showcase your company’s best attributes and impress your customers. Custom on hold messages are great ways to differentiate your company and create a lasting impression.
Maybe you have a particular voice recording you know your customer will love. Or perhaps you want to give customers the option to choose their own music during the hold time.
Custom hold messages offer the creative license to show the customer what your brand is all about. Leave them with a favorable impression!
7. Avoid a Hang Up
The consequence of a poorly crafted on-hold message is losing the customer forever. A hang-up or disconnection is not only damaging for your business, but it can also affect the reputation of your entire brand and future earnings. A frustrated customer is an unhappy customer.
If the customer cannot get through recording prompts or feel they are being neglected on the phone, their instinct will be to hang up. While some clients may try alternative methods like emailing, you may have to accept the possibility of losing them forever. With a detailed and effective on-hold message that keeps your customer engaged, you are lowering this risk.
What Does Your On-Hold Message Say About Your Business? Keeping Customers Engaged.
These on-hold message tips demonstrate the importance of creating messages that support your customer service efforts and overall company. If you put in the time to create a helpful and informative on-hold message, your customers will be more likely to work with you in the future.
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