Everyone hates being placed on-hold. Especially when time is short and your customers are busy. If you run a popular company but you care about your employees, you know the importance of an excellent on-hold message.
Your on-hold message can be the difference between a hang-up and a customer that stays in it for the long haul. What’s more, on-hold customers present you a unique opportunity in today’s world– a highly engaged audience.
Marketing experts fork out millions every year to target engaged audiences. But you’ve got an entire queue-full for free. That’s why we’re here to make sure you don’t mess up this incredible opportunity by presenting out top tips for engaging on-hold messages.
Want to know how to keep customers on the line, satisfied, and excited to engage with your business? Keep reading for the 7 things you need to create the perfect on-hold message every time.
1. Start With a Greeting
To set the stage for your customer’s on-hold experience, you need the perfect greeting. Any good business greeting should include the business name. And if you have the right call-in software, you may also prefer personalizing the greeting to include the customer’s name.
But many companies also enjoy creating short slogans to highlight their business expertise.
For example, companies that are a local staple might mention how long they’ve been in business. Similarly, if your company has won awards for your products or services, you can mention it in your greeting.
2. Set Your Customers’ Expectations
Once you’ve greeted your incoming caller, it’s time to let them know what to expect from the call-in experience. Are queues full and will there be wait time? If so, make sure to tell the customer how long they can expect to wait or even what number they are in line.
Does the customer have other options aside from speaking with a representative? Then it’s time to list those other options now. And one of those options should always be the next tip on our list: an FAQ on-hold message.
3. Offer FAQs to Save Time
One of the most useful options in your on-hold message is a list of frequently asked questions. Your customer’s question may be on this list, saving them from having to wait in a long queue just to discover the answer is more simple than they might’ve thought.
Common FAQs include:
- Company business hours
- Business location or address
- Your website
Including directions to your website is an excellent idea for companies that offer services that can also be done online. Is your customer calling to schedule an appointment? Direct them toward your website where they can set up a time online.
4. Make Wait Times Worthwhile
Once a customer is well-informed about their options, you may want to offer something useful to them. After all, the number 1 reason people hang up while on-hold is because they have better things to do than wait. Make their wait time worth it to avoid premature hang-ups.
Include details on upcoming promotions, sales, or exclusive offers. This may also be a good time to plug new services or products your customer may not be aware of. That way, your call-in customer will feel less like they’re wasting time and more like they’re getting something in return for waiting patiently.
5. Educate While They Wait
While on-hold messages can be an excellent time to up-sell, don’t make your customers think it’s all about your business. Take the time to remind your customer you care with short educational content in your on-hold message.
Gone are the days of playing boring and monotonous elevator music while they wait. Instead, customers want to be educated through your on-hold message.
One of the best ways to do this is by offering little tips and tricks that pertain to your business or industry. For example, a credit card company might offer advice on how to improve credit scores or find the best deals on interest rates.
6. Remind Customers to Leave a Review, Like, or Comment
In today’s totally online world, a review can be one of the most valuable customer interactions for a business. Not to mention getting customers to engage with you online. These things build your social proof with prospective customers and go a long way to help improve your business’ visibility in the community you operate in.
But don’t just plug your social media pages and ask for a review full stop. Make sure to let customers know that you value their opinion. Use this time to also let them know if they’ve had a negative experience in the past, you’re more than happy to speak with them about it and resolve your negative feelings.
And when possible, offer customers something in return for leaving a review or following your social media accounts. For example, many companies offer future discounts or free items in exchange for a review on Google or another popular review platform. This will not only incentivize the process but it will also show your customers you really do value their opinion.
7. Be Gracious– Say Thank You
Just as you should never begin an on-hold message without a warm greeting, you should never end a customer’s experience with anything but profuse gratitude. No one likes wasting time on hold. But when you let your customers know you recognize their time sacrifice, they’re more likely to feel like waiting is worth it.
Get a Custom On-Hold Message For Your Business
Searching for an affordable, custom on-hold message to start engaging customers at your business? Killerspots is here to help. Check out our On-hold Message Services and find out you can start improving customer satisfaction while on-hold today!