the Importance of Message on Hold Services
As any business owner knows, customer service is essential to success. Not only do happy customers help generate word-of-mouth marketing, but they are also more likely to make repeat purchases. One way to ensure excellent customer service is to control the messages that callers hear when they are placed on hold.
By using professional on-hold message services, you can reduce the amount of stress callers get when on hold by up to 25%. In addition, you can increase sales by up to 40% by using on-hold messages to promote your products and services. No matter what size business you are, when you place your callers on hold, what they hear affects how they perceive your business.
The Benefits of Message on Hold
Share Valuable Information With Your Clients
Many businesses will receive a high volume of calls with similar themes, and it isn’t always essential to interact with everyone personally.
You may answer a fraction of enquiries promptly and minimise the number of calls routed through to your personnel by adding vital information and updates to your on-hold message service. By freeing up your incoming operators, you may lower non-essential call volumes and wait times for consumers whose calls demand personal attention.
Product and service promotion
Customers on hold are eagerly awaiting the next stage of the call connection. This is an excellent time to tell customers about your company’s goods and services and the benefits they provide.
You will not only be able to generate initial curiosity, but you will also have an experienced contact centre operator who is only seconds away from converting this new lead into a potentially successful sale. The return on investment for this form of marketing is unrivalled.
Call Retention Figures Must Be Safeguarded
Keeping your consumers interested during a lull in communication is vital for growing sales and safeguarding your business from losing sales and perhaps hurting your reputation.
Nobody enjoys being kept in the dark, and the statistics show it. According to a telecom poll, 90% of callers would hang up after 45 seconds if there was nothing but quiet while they were on hold. An aftercare service can make or break a firm, and negative news from existing customers who have abandoned post-sales calls will have a significant impact on future sales. Often, just a small portion of marketing resources, particularly in small organisations, are set up for enhancing client retention. Is it time to start putting your message system to work to increase profits?
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Frequently Asked Questions About Message on Hold
On-hold messages are designed to be short and sweet. The average length of an on-hold messages is three minutes with two to three hundred words.
On-hold messaging is a must for businesses and organisations of all sizes, as it delivers information to their customers waiting on hold or being transferred. It’s also called “audio marketing,” which makes sense because that’s exactly what you’re doing when your customer hears your on-hold messages.
Eighty-three percent of callers who are routed into a queue without unique on-hold features will hang up after just 15 seconds. With customised hold messages, you can cut hang-up rates for your business and captivate callers while they wait. Smaller organisations can even utilise customised messages in tandem with auto-attendant services to present a bigger, more professional image.
Messages on hold are a wonderful tool for keeping callers and clients updated with corporate news and ongoing activities. Recordings can be utilised to alert consumers on changes to operating hours and schedules, service delivery information, daily events and much more. Instead of losing money via hang-ups and dissatisfied clients, you can leverage your phone system to generate business and make money.