On-Hold Messaging

When the phone rings at your organization, what happens?  Does someone answer it immediately? Are callers sent through a series of prompts before they can talk to anyone? Does someone answer the call and immediately place the caller on hold? How long do customers wait? What do they hear while they wait? Do you even…

Time is precious. We only have a limited amount, and we will never have more of it. So we don’t want to waste it… especially sitting on the phone on-hold. Yet, more than half of Americans say they spend about 10-20 minutes every week on-hold with customer service. That small increment of time may not seem…

You know exactly what your customers and clients experience when they visit your business. You know because you witness it day in and day out as you spend time at your office or store. You see it right before your eyes. But even if you spend all day watching customers in your location, it’s likely…

When you have a retail shop, you manage numerous customer touch points. As a store manager or owner, you probably spend most of your days making sure that customers have a great experience as they encounter each of these interaction points.  From the appearance of your store and displays to the presence of sales associates…

If you’ve ever recorded an automated hold message for your business phone line, you know how difficult it can be. Recording a message that sounds natural and welcoming while remaining professional isn’t easy. Usually, when a business asks an internal staff member to record the message, it comes out choppy and awkward or stale and…

The holiday season can be hectic. Between rushing to meet the seasonal demands of your business to setting aside time to spend with family and friends, business owners and managers have a lot on their mind at the end of the year. It’s easy to see how managers can get swept up in the hustle…

When was the last time you called your business and listened to the on-hold messaging? Don’t feel guilty or ashamed if the answer to that question is, “not recently” or “I don’t remember.” For business owners and managers, it can be easy to overlook and forget about hold messaging. It’s unseen, a hidden touchpoint that…

As we move further into the digital age, more businesses and marketers are turning their efforts toward creating exceptional online experiences for their customers. It’s great to see businesses utilizing the potential of an online platform, but at the same time, it’s a little worrisome. As businesses move their resources toward digital marketing, many begin…

 Branding is made up of many things — logos, colors, messaging, atmosphere, and even a voice. “Voice” in this sense isn’t the way you construct your words and sentences to deliver your messages. This “voice” is the literal sound — the pitch, range, speed, and auditory tone — of the person delivering your messages to…

If a customer calls your business and is placed on hold, what kind of experience are they having? Are they listening to silence? Music? A recorded message? Hate to break it to you, but if your customers are listening to silence or music,they are not having the best possible experience. Studies show that 88% of…

Take a second to think about the marketing you do to get customers to call your business. There’s the lengthy brainstorming sessions, the complex customer acquisition strategies, and of course, the advertising dollars. Most businesses spend about 94% of their marketing budgets on efforts to get people to call their business. They put almost all…

  When someone calls your business, the hard part is over. They likely know who you are, know what you do, and want to do some sort of business with you. They are a highly-engaged, interested customer, and you have their full attention. But so many businesses fail to use this connection as an opportunity…