If you think your business does not need an on-hold message service, you may reconsider once you read about how an on-hold service can help you expand your marketing actions.
It is important to know why you should have an on-hold service before dismissing the idea altogether. Here are the facts that you need to know about phone answering services and why you need to include them in your marketing strategy.
What are on-hold messages?
Before we talk about the advantages of an on-hold service, it is important that you understand what this service consists of. On-hold messages are voice messages or recorded songs that play while your customers wait on hold to speak with you. The information that the recorded messages contain can vary depending on how you want to address your customers.
Prevent your customers from hanging up the call
On-hold messages keep callers waiting in line. A survey conducted by the ICM proved that 70% of callers who are on hold in silence hang up within 60 seconds; of them, 35% of them do not call back.
Silence confuses callers and creates a high sense of frustration. Losing 70% of sales opportunities is serious, and does not leave a good impression on your customers. On-hold messages will give your customers personalised attention and prevent them from developing a bad relationship with your business.
Marketing opportunities
Take advantage of your hold line. A good on-hold message is an invaluable marketing asset that can be very advantageous for your business. Your customers are going to judge your company based on their own experience and how well they are served. This is where the value of finding the balance between an on-hold message that explains the values of your brand and at the same time communicates business opportunities comes in.
Building your customer loyalty
Your client’s first impression of your business may be waiting on a call to speak with your team. What impression would you like to make?
Just like your website or logo, your voice message or music on your on-hold message is extremely important to your branding. When you design this message, think about how it can contribute positively to the image of your company.
Your client’s first impression of your business may be waiting on a call to speak with your team. What impression would you like to make?
Just like your website or logo, your voice message or music on your on-hold message is extremely important to your branding. When you design this message, think about how it can contribute positively to the image of your company.
What steps to follow to create an effective on-hold message strategy?
For your on-hold message to be completely effective, it is important that you consider the following steps:
Create a message that identifies with your business
When you are thinking of your main on-hold message, keep it simple. Here are some small ideas so you can do a complete brainstorm of your business and help you to identify your main message:
• What is the reason why your customers call your business?
• What information can you provide them, so they don’t hang up?
• Can you direct your customers to a website or contact form where they can get answers to their questions faster?
• Do you have any new products that you would like to promote that may be of interest to your customers?
Don’t overthink
When you have answered these questions and have a clear idea of what your customers would like to hear, then simply write your message. Do not overthink the message, the more natural the better.
Your message must sound natural, organic, a clear message that all your customers can understand. In any case, if your message does not convince you, you always have the option of hiring professionals to help you elaborate or perfect your message, to achieve more effectiveness.
Production plan
When you have defined your message, the next step is to choose the voice and music that will accompany your message. A Cloud Voice On-hold message service has several options to make your message incredible. You can choose between female or male voices, in addition to the perfect background music for your on-hold message.
