on hold marketing

When was the last time you called your own company?

When was the last time you called your own company?

I’m sure that no matter what sector your business belongs to or you work in, that you’re no stranger to calling other businesses. On hold marketing is where you get your first impression of a company, sure you can see their website but the likelihood is that they used a fancy web designer for that, it’s not a true reflection of their customer service.

If you’ve not called your own business for a while or if since you’ve had your on hold messages in place you’ve not really thought about them then it’s definitely time that you picked the phone up to yourself.

Why would I call myself I hear you asking…

  1. Do you know how your on-hold audio and IVR menus sound? Are they muffled, crackly and full of echoes? Do the voiceover and music track suit your business?
     
  2. Does your script make sense? Are you being as clear as possible in your messages about what your company does and the services that you offer?
     
  3. Do your menus make sense? Is each option clearly described and will it make navigation a breeze or will your customer select an option and still be passed around from department to department?
     
  4. Is everything up to date? Have you mentioned your opening hours and contact details, are these still correct? Do you mention a service you no longer offer or have you expanded to offer more that you should be informing your callers about?
     
  5. Can you navigate your own menus? Do you find yourself thinking ‘None of those options are suitable for why I’m calling?’ If your caller doesn’t find an option has been presented to them that reflects why they’re calling, they’ll likely press any button just to get to speak to someone. This means that callers for that department are in a queue and that the original caller will likely need to be transferred somewhere else, taking not only your customer’s time but also your team’s. You can accommodate these kind of callers by making sure you’re aware of the most common queries and addressing these in your on hold messages, or having an option for ‘all other enquiries’.
     
  6. Are your call handlers able to offer the best possible advice to your callers? You might think this has nothing to do with your on hold marketing or navigation, sadly you’re mistaken. If calls are coming through and your team aren’t able to help your customers, then you need to ensure training is topped up! This is a double edged sword, your on hold messages need to be organised in a way that quashes quick queries, by directing callers to your website as an alternative source of information. You also need to make sure if you have an IVR menu that when callers are connected to their choice, that the team has the ability to help them.

We hope this has given you something to think about, having up to date on hold marketing and menus is not only the first impression a customer will get from your company, but this also affects how they will perceive your customer service. Nail both of these and you’ll soon be as well known for your customer service as these guys

 

Eloquently Put

Last year saw the Oxford English Dictionary embrace the digital age, integrating numerous new marketing related words and phrases. This month they’ve added several new words and sub-entries. They may not be specifically linked to the digital age but they relate well to On-Hold Marketing.

A few of the new phrases include;

  • Ear-opening
  • Ear-popping
  • Important sounding
  •  Well looked after

Your On-Hold marketing shouldn't be ear-popping, tinny or several decibels louder than it needs to be. Before your customer has even had their call answered they’re likely to have formed an opinion about your company, based on your On-Hold messages. Some on-hold music delivers one simple message - that you’re still on hold. What if the message you send out to your customers was actually, ear-opening and sent out more than that?

On-Hold Marketing gives you a chance to be an important sounding company, one your customers want to do business with. Treating them to a better quality audio and On-Hold message can show your customers that you want them to be well looked after, before they even speak to anyone!

So why not have one of our professional script writers create an On-Hold Marketing Message for your company? You can request your free demo message by clicking here.

 

 

Take a leaf out of Tim Cook's book...

When an Apple customer emailed Tim Cook (CEO of Apple) to complain about the quality of Apple's call centre music on hold, he was slightly shocked to get a call the very next day to inform him things would be improved.

The Apple customer posted the message below on Reddit, in response to a thread about the Apple Maps team correcting incorrect address data.

I once sent Tim an email about the quality of music while on hold with Apple. It was super low quality, therefore an upbeat rock song sounded like pure distortion and really aggravated me because I was on hold for 20+ minutes for something so simple (iPhone didn’t turn on, needed to set up a repair as in my country no Apple Store = have to send it to another country).

Much to my surprise a lady from Cupertino called me up the next day, saying she’d received a concerning email from Tim about ugly distortion hold music while on the phone, that Tim had tested this himself and agreed that something had to be done. She assured me that the hold music would be tested to make sure it sounded pleasant on all types of phones and connections.

The next time I called Apple, the hold music was indeed very pleasant.

Cook has admitted in interviews that he reads hundreds of emails from customers everyday, and so seems is carrying on the tradition of acting on and replying to emails from customers just as Steve Jobs did as CEO.

Well done Apple and Tim Cook for taking action and improving their Music On Hold.

When did you last call your company to check what callers hear while on hold?

Request your free On Hold Demo here and we'll do it for you. 

 

by Steve Hindley - The Creative Director at iNarrator OnHold. You can find Steve on Google+

Content Marketing & On Hold Marketing

Content Marketing & On Hold Marketing

Everyone's talking about... Content Marketing

The term content marketing has been knocking around for years, but in the run up to Christmas it's something that's really taken off.

So what is Content Marketing and how does it affect you?

Basically it's any form of marketing that involves creating and distributing original, relevant and interesting content to existing and potential customers, with the objective of creating a connection. It's nothing new and you're probably already doing it in one form or another but it's not direct selling.