While on hold, around 15% of callers hang up after only 40 seconds. This means that many businesses are losing out on potential sales or potential customers through this process. However, it is sometimes necessary to leave customers on hold for at least a little while, so how can businesses change the outcome?
One way to encourage callers to stay on the line is through a custom on-hold message. A custom on hold for business has the potential to make a huge difference! In fact, it has benefits that go beyond just retaining callers.
So, how does this work? Read on to find out!
Reassure Customers
Part of the reason customers hang up while they are on hold is that they have no assurance that they are even getting through to anyone. Many people have had experiences calling a business that resulted in them staying on hold for hours only to have the company disconnect them unexpectedly. Both TV and movies have even parodied this idea because it is so common.
This has led to a general disillusionment with the on-hold process. People do not trust it and, because of this, they give up on it.
This is where a custom on-hold message comes into play. Messages like this reassure callers that their call is being taken seriously and will be answered as soon as possible. Simply hearing this helps.
Prevent Boredom
With most generic on-hold messages, the customer is treated to an endless loop of repeating and annoying music. This becomes tiresome extremely quickly and is even more likely to lead to a customer hanging up in frustration.
With a custom on-hold message, you have the ability to extend the loop further than usual. This keeps customers from becoming too tired of your message too quickly. In fact, if your message is long enough and your customer service is responsive enough, customers may not even make it through a single loop before their call is answered.
Reinforce Brand Identity
In the modern business age, branding is more important than ever before. With branding, a company connects with customers and stays present whenever the customer needs them again. When it comes to business tips, finding and reinforcing an image is at the top of the list.
An on-hold message is always an opportunity to do this. It is a moment when the customer is trying to connect with the company and the company needs a way to connect back to them. Any moment like this is an opportunity to be capitalized upon.
With a generic on-hold message, this is difficult. A random song might match the vibe of a business but will struggle with anything beyond this.
Meanwhile, a custom on-hold message is more personal. It has the ability to be specifically tailored to suit the business.
This starts with music. For a business focused on fun, a bubbly jingle is perfect. For a business focused on relaxation, tranquil sounds are better.
This then extends to vocals. For the same business focused on fun, the bubbly jingle should be accompanied by an upbeat message. Meanwhile, the business focused on relaxation should pair their tranquil sounds with a calm voice.
In fact, with a catchy enough jingle, you may find that customers keep your business in mind far longer than you would imagine. After listening to your custom jingle while on hold, they may find themselves singing your tune days later, which means your business is still in their head.
A custom message should also include pertinent business details. It should remind customers of your business name, slogan, mission, and anything else that is important to your company. Hearing this information will further reinforce your brand identity in your customer’s mind.
Deliver Information
Regarding delivering information, one of the best features of a custom on-hold message is the ability to deliver additional information. We’ve already discussed how this relates to branding. However, custom messages go beyond just branding and extend into general marketing.
While on hold for business calls, customers and potential customers are a captive audience. They have to keep listening to their phone in order to find out when they will connect with an employee. This is an opportunity that should not be wasted.
Your business can use the time on hold time to alert your customers to anything you desire. This includes special sales, upcoming events, limited-time deals, featured products, and more. Basically, if you want your customers to know about it, this is the time to tell them.
This is even better than traditional marketing because you are directly interacting with someone who is already interested in your business. Instead of casting a wide net and hoping to reach a potential customer, you already have a customer or potential customer on the line. You simply need to deliver information to this individual.
Most successful business strategies rely on using every dollar of a marketing budget to its full potential. With a custom on-hold message, you have the potential to reduce hang-ups while simultaneously using a marketing opportunity. This is an effective combination.
Custom On-Hold for Business Benefits
There are plenty of reasons to consider a custom on hold for business. They retain customers, reinforce your brand identity, and even do a little marketing. When used properly, messages like these can make a large, positive impact on your business.
If you are interested in creating your own custom on-hold message, contact the Killer Spots Agency to get the process started.
