Please Hold for This Customer Touchpoint Reality Check!
Why this Customer Touchpoint Is So Important!
Mattersight Corporation surveyed more than 1,000 consumers throughout the United States.
Survey Findings at a Glance:
66%: Two-thirds of consumers are frustrated before they even start talking with a customer service representative.
The #1 complaint: Long wait times, coupled with poor on hold experiences are among the number one things that annoys customers when contacting a company for customer service.
75% of consumers said they leave calls frustrated, even if their problem was solved…
Not a part of this survey, but covered in a previous post we felt it was very much worth mentioning that; bad customer phone experiences can also lead to bad online reviews and directly impact your bottom line.
By implementing the necessary tools and technology to improve this valuable customer touch-point you’re able to win new customers, increase loyalty and grow your business.
In the case of a customer calling your business, while they don’t expect you to answer as soon as the phone rings, long response times and on-hold times quickly become aggravating for customers. The longer they are on hold, the more frustration builds up and engagement is reduced before an agent even handles the call. Add in poor call routing, confusing IVRs, and agent turnover, and good service calls quickly go south, leaving your customers frustrated and your business in jeopardy.
Excellent customer service is the lifeblood of any organization. And, since we have discovered that the telephone still plays an integral role in customer service, if you want to separate yourself from a very crowded and competitive marketplace. Implementing a professional on hold messaging service drastically improves this crucial customer touch-point, and has a positive affect on the customer experience and your bottom line. How?
While on hold messaging is often viewed as a useful marketing tool, it also greatly aids in providing a better customer service experience. In fact, Research firm Jefferson Deandrus, found when callers were presented with messages on hold, they were less agitated versus waiting in dead-silence or music.
Better Customer Service Experiences Are Better for Your Bottom Line.
It generates new customers. A great customer service reputation is a powerful differentiator in a competitive market where consumers have a lot of product/service options.
It generates return business. A happy customer is much more likely to come back and buy.. In fact, 58% of consumers are willing to spend more on companies that provide excellent customer service.
It generates referral business – 87% of customers will share a good experience with others.
Customers of today expect more from brands, so we should take the cue. Given the fact that customers today have lots of choices who they do business with, and literally can find what they’re looking for and have it delivered right to their doorstep with a few simple clicks, you need to be able to differentiate your brand and not only give them a reason to choose your brand, but give them reason to keep coming back.
Great customer service means not just meeting, but exceeding expectations. So, including message on hold as a part of the customer service experience avoids problems such as irate customers waiting on hold, plus it’s beneficial in fostering relationships with customers, and can significantly increase the likelihood of exceeding their expectations, turning them in to advocates of your brand.