How On Hold Messaging Reduces Perceived Wait Times, Improves Satisfaction and Increase Sales
When it comes to running a successful business, providing exceptional customer service is paramount. One crucial aspect of customer service often overlooked is the average wait time on hold. In this blog post, we will explore the disadvantages of not having on-hold messaging and the benefits of implementing a custom hold message for waiting callers. However, most marketers and business owners have no idea about the stats of AHT (Average Hold Time) or why it even matters. So, let’s dive in by first looking at AHT across difference industries.
Caller Abandonment Costs Business Billions Yearly! Custom On Hold Messaging is the Secret Sauce to Keeping Callers On the Line.
The Disadvantages of Not Having On-Hold Messaging:
1. Loss of Engagement: Imagine being put on hold without any form of engagement. Silence can be quite frustrating and may lead customers to believe that their call has been forgotten or abandoned. This lack of engagement can result in caller abandonment (customers hanging up), leading to missed opportunities and potential loss of business.
2. Perception of Poor Customer Service: Customers judge a business based on their overall experience, including the wait time on hold. Without on-hold messaging, customers might perceive your business as disorganized or indifferent to their needs. This negative perception can tarnish your reputation and discourage potential customers from doing business with you.
3. Missed Marketing Opportunities: While customers wait on hold, it provides a unique opportunity to promote your brand, products, or services. Not having on-hold messaging means missing out on this chance to engage with customers and provide valuable information about your business. It’s a missed opportunity to showcase what makes your business unique and set yourself apart from competitors.
The Benefits of Having a Custom Hold Message:
1. Engaging and Informative: A custom hold message allows you to engage customers by providing relevant information, such as current promotions, upcoming events, or new products/services. By keeping callers informed, you demonstrate that their time is valued, leading to a more positive overall experience.
3. Reduces Perceived Wait Time: Time seems to pass more slowly when waiting without any form of entertainment or engagement. A well-crafted hold message can help reduce perceived wait time by providing interesting and useful information. This can help keep customers engaged, make their wait feel shorter and has proven to keep them on the line up to 3 times longer.
3. Reinforces Brand Identity: Your hold message can reflect your brand’s personality, mission, and values. By incorporating your brand’s tone and voice, you create a cohesive experience that aligns with your overall brand identity. This helps customers feel a stronger connection to your business.
4. Cross-Selling and Up-selling Opportunities: A custom hold message can be an effective tool for cross-selling or up-selling products or services. By highlighting additional offerings, you can generate interest and potentially increase sales. This approach allows you to maximize the value of each customer interaction.
The average wait time on hold can greatly impact customer experience and satisfaction. By not having on-hold messaging, businesses miss out on opportunities to engage, inform, and promote their brand. Implementing a custom hold message not only reduces perceived wait time but also reinforces your brand identity and provides valuable marketing opportunities.
In fact, check out these statistics about increased sales as a direct result of on hold messages:
- Providing interesting information retains callers up to 3 minutes.
- Callers are interested in what they hear: US West found that callers remember 40% of the information that they hear, and that
- 12% of callers actually requested the products and services they heard about.
- Bottom Line: Cellular Marketing Magazine concluded that 85% of callers prefer messages on hold over silence.
It’s time to enhance your customer service, increase sales and make the most of every interaction! Getting started is easy with our risk free custom on hold messaging demo offer.