Imagine this. You’ve got a question or you need to schedule an appointment, so you Google the phone number, call the company and after a familiar greeting, what’s this? You’re placed on hold. All of a sudden you’re wondering how long it’s been. You soon realize that there’s no friendly tone to let you know you’re still on hold. Are you even still connected? Do they even know you’re still here? You hang up just to try again later and deal with the same frustrations.
Now let’s try this again. You’ve got a question or you need to schedule an appointment, so you Google the phone number, call the company and after a familiar greeting, what’s this? You’re placed on hold. All of a sudden, you hear an advertisement for a service you’ve been considering. You think to yourself “I’ve been needing to get that done anyway, better take care of that today.” Next you’re being reminded of the hours of operation and you’re thinking “wow, I didn’t even know they were open that late! How convenient!” After a few more quick messages, you’re on the line again with the business and everything is being scheduled. What’s different about the second call? There’s less frustration and less wasted time. Not only has the caller forgotten they were on hold, they received important information and the business utilized that time to give their customers that information.
One of the most precious things that we cannot get back is time, so why are so many people wasting it? On-Hold messages are the best way to utilize the time spent waiting on the phone for both the customers and the business. As a customer, valuable information is streaming to you while you wait, or perhaps you are solely being entertained. As a business, every phone wait is an advertising opportunity or a chance to make your customers happy. Best of all, the customer’s happiness translates over to the conversation, making it a much smoother business transaction. Businesses are always looking for ways to keep their customers satisfied and On-Hold messages are a win-win. If there is silence during a phone wait, then there is a missed opportunity.
By: Courtney Baggett
Courtney is currently pursuing her Master’s degree in sound design at the Savannah College of Art & Design. This summer she was our audio intern 😀