When an operator asks a client to put them on hold, what they’re saying is “Can you wait a short time not talking to anybody?” This lull used to be insufferable, but now you can improve customers’ on-hold experience with VoIP systems.
Voice over Internet Protocol (VoIP) makes waiting on the line bearable or even downright enjoyable via the sharing of fun anecdotes and info, playing on-brand music, and the conveyance of engaging messages.
VoIP systems Information
Providing customers with new information and intriguing anecdotes will keep them from thinking that they aren’t being served — when, in fact, you are hard at work addressing their concerns at the other end of the line! You can also initiate a playful trivia or “Did you know?” kind of contest where providing a correct answer once the call resumes wins them a prize.
Callers who hear music while on hold tend to stay on the line compared to those who experience silence. While traditional phone systems also have a music on hold feature, VoIP services enhance this feature and offer more options.
VoIP systems let you easily upload your audio of choice. Just a couple of tips: use music that suits your brand, and take your clientele’s demographics into account. The upbeat music that a sporting goods brand uses might not work for an investment bank.
With VoIP systems, you can customize the frequency and duration of a track when a caller is back on hold. You can also set the order of different tracks or randomize them for callers.
VoIP systems Messages
Customers on hold are captive audiences for your marketing messages. VoIP systems let you record a variety of messages for different numbers according to the purpose of the caller. For example, the on-hold message could inform them of current special offers, promotions, or sales.
“Hold message” scripts that utilize your company’s TV and radio ads might elicit an “I think I’ve heard this somewhere before” response. Conversely, you could put a totally new spin on the usual tone and style of your marketing messages and really get creative with humorous advertisements. A little bit of levity never hurt anybody!
For the service department, you can use messages that assure the customer that an agent is taking care of their concerns. Using a service-appropriate message makes them feel like they’re getting personalized care.
The rich on-hold functionality of VoIP systems allows you to turn the on-hold experience into a positive customer service experience. Get in touch with us today!
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