Successful companies understand how to take advantage of every point of contact with consumers. Many focus on making their websites and physical locations friendly and inviting to customers, but few extend those to all points of contact. Are your other points of contact with customers equally helpful and inviting? Instead of thinking of your phone as just another means of communication, consider your phone as an “electric lobby.”
Your phone is the first point of contact when customers call your business. Obviously, you should ensure the person representing your business is professional, courteous, and helpful. What happens when all your company representatives are on the phone with customers and incoming calls must be placed on hold? If you’re still thinking of your phone as an “electronic lobby,” how inviting is your company to on-hold customers?
If the answer isn’t “Very!” you are missing out on good impressions and valuable sales. How do you make your electronic lobby more inviting to consumers? Take advantage of on-hold messages! Sure, playing music while on hold is a step up from total silence, but surely, you can be more creative. When customers are on hold, they are a captive audience. Engage with your audience!
Use on-hold messages to share information about your company, current specials, other points of contact (email, social media, etc.), and so much more! On-hold messages are easy to change, so you have the option of testing different messages to see which garner a better response (for more information on testing different messages, click here).
On-hold messages are customized for every business. When customers call your business and receive a customized on-hold message, they view your business as more reliable. Many customers associate customized on-hold messages with larger corporations, so smaller businesses utilizing hold messaging have the added advantage of those associations.
On-hold messages allow you to connect and engage with customers in a customized way. Turn your dead on-hold air into an inviting “electronic lobby” and watch your sales increase!
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