When callers call in to your company to reach a customer-service professional, they may only have a quick question to ask, one which may already have an answer somewhere else. How about directing those customers to different ways to connect with you and find out those simple answers?
If your customers’ calls are important to you—and, of course, they are—you want to resolve the reason for their call faster rather than slower. What if the answer is on your website in the FAQ section? Or they can reach an associate via social media during your high-traffic phone times? You can utilize your on-hold messaging to provide those alternative ways to reach you to give them even better customer service.
Some businesses may find that a message on their on-hold system can be a great way to answer those common questions. For instance, an electricity provider may let callers know which areas don’t have service while they’re waiting to call in the outage. If you receive questions that frequently, incorporating them into your phone system is one solution.
Remember that your on-hold messages are just one component of an integrated marketing campaign, which may include social media, direct marketing, website, and advertising. The more closely you can link all of those—and create a reason for customers to interact with you on multiple levels—the faster your efforts will pay off.
So, when you script your new on-hold message, consider adding the different ways your customers can reach you quickly to find out the answers to their questions. You’ll see that your customer service level and the customer experience will get better and better!
Have a question about creating your new on-hold message campaign? Contact America On Hold at 877.239.HOLD.