All too often companies underestimate the power of their telephone system.
On average, 20% of a caller’s time on the phone will be spent on-hold or in queue and it’s clear that the last thing you want to do is waste that valuable customer interaction with silence, or dreaded clichés.
We believe that in-queue and on-hold audio is about much more than just making a good impression. When used well it can be an incredibly effective marketing tool which can add significant benefits such as improving business efficiency, and enabling greater visibility of your products and services.
Ensuring Maximum Impact
So how do you use on-hold time more effectively? What’s going to add the greatest benefit to your business, and your customers?
First of all, review what you’ve currently got in place. Does your voice artist accurately represent your brand? Does the tone and language match other customer contact points? If your website uses a lot of modern terminology and conversational language, does your on-hold audio match? All these things should be consistent, so when a customer decides to pick up the phone, they immediately recognise who you are as a business.
Next you need to decide what you want to achieve. In-queue and on-hold audio provides the perfect opportunity to boost sales, provide additional info, and build your brand! You have a captive audience, and while they might switch off, or do something else while they’re waiting, they’ll certainly be listening for their call to be picked up. And if you create an engaging experience they’ll be sure to listen more closely.
So put your biggest offers at the start, when your callers are most keen. But be careful; the way you word your messages plays a huge part in their success. Too pushy and you’ll lose your caller – not enough benefit, and their interest is lost. The right script can build your brand, which is why A1 IT Solutions Ltd already has 10,000+ professionally scripted messages that can be filtered by industry and message type, and then implemented instantly.
Next you’ll need to think about how your callers will hear your messages. Some phone systems start your caller at the beginning of your audio compilation, which allows you to guide them through each step of the journey you want them to take. Each message can act as a steppingstone to build on the previous one and slowly build your caller’s awareness of your products, services or whatever you choose to focus your messages around.
Other systems play your compilations constantly, and callers join the playlist at random points. So they’re unlikely to hear the same message if they make multiple calls, which means you have the opportunity to introduce and upsell multiple products and services.
Finally, put yourself in your callers’ shoes – listen to your on-hold experience and make sure it’s relevant, and helps improve a caller’s experience.
A1 IT Solutions Ltd is an intuitive new service which allows you to order prompts for IVR menus, as well as music and marketing messages to play callers while in-queue or on-hold. It’s configured by you using a simple-to-use web portal.
Watch this short video to learn how our service can help you: Music On Hold
For more information, don’t hesitate to contact us directly on 01323400300