How On Hold Messaging Transforms Your Brand Image
What is On Hold Messaging:
The purpose of professional on hold messaging is to provide customers with information or entertainment while they wait. On hold messaging helps to reduce perceived hold times and improve the overall customer experience.
In addition, professional on hold messaging can also be used to provide customers with information about a company’s products and services as a proven method to increase sales with your most valuable prospects and customers. With the right on hold messaging platform, companies can create a more professional, informed, and consistent image for customers, helping to improve the customer experience and support their brand.
The Impact of On Hold Messaging has on Hold on Shaping a Brand’s Image:
On hold messaging is a powerful marketing tool that can transform a brand’s image in several ways. Here are a few ways in which on hold messaging can impact a brand’s image:
A well-designed and produced on hold message programming can project an image of professionalism and competence to customers.
On hold messaging an be used to educate customers about a company’s products and services, making them more informed and confident in their decision-making.
By repeatedly playing messages about a company’s products and services, on hold messaging can help to increase brand awareness and recall.
A well-designed messaging on-hold system can also improve the overall customer experience by reducing hold times and providing helpful information.
Ways to Enhance the Performance of Message on Hold Services:
Developing the right on hold messages for business can also help keep impatient customers calm and even engaged. Choose a message-on-hold provider that offers the right mix of services and quality for your business. While you do want to assure customers that their call is important to you and that you will answer them as soon as you can, these messages should express more than the basic or template language, “Your call will be answered by the next available agent.”
For best practices with keeping the call engaging, you could take the following examples into account for on hold messages:
- Messages should provide value. This could include the availability of other channels to seek assistance, such as a website or even social media accounts. “You can also chat with us 24/7 by visiting [URL],” for instance.
- Messages can also share promotional offers, such as, “For a limited time, we’re offering two-for-one pricing on selected items. Visit our website for more details.”
- Messages can provide answers to a few frequently asked questions, using plain language and even redirecting callers to online services when appropriate. For instance, “Many of our callers often ask about how to access their account information. Try logging on to our secure website and navigating to the ‘My Account’ tab at the top right of the main page.”
- Messages should be updated at least once each quarter to reflect details such as holiday offers, updates to frequently asked questions or tips to help solve common issues. For instance, “Do you need help finding the perfect gift? We’ve got all the ideas you’ll need in our online guide.”
In conclusion, on hold messaging can be a valuable tool in transforming a brand’s image and creating a more professional, informed, and consistent image for customers.