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The benefit of custom on-hold messages

What does your business do to manage customer relationships? Do you have a great customer support experience? Do you tailor your products or services to each individual customer? At YTL we have a way for you to enhance your customer experience before you even speak to a customer or prospect. It’s called on-hold messaging.

What is on-hold messaging?

On-hold messaging is a simple service that can make a huge difference. When callers dial into a business that doesn’t use this service, they are met with a dial tone, or some dodgy music while they wait to be answered. At best it’s a robot voice telling them to wait in a queue. Naturally this doesn’t set up for a great interaction. Many potential customers will hang up there and then.

On-hold messaging is designed to revamp this experience. Instead of having to rely on your customer waiting in a queue, you can tailor the experience to them. With our service, you can choose from a wide range of license-free music and professional voice talent to deliver your messages. This can be from a series of pre-recorded messages, or customised ones for greater personalisation.

There’s a wide variety of options available for your messaging. So we’ve put together a list of our favourite uses of custom messaging, and how they can benefit your business.

Seasonal greetings

At the time this blog comes out we’ll be approaching yet another bank holiday weekend. It’s vital your business can effectively communicate what your working hours will be over the break. This usually means that your customer service team will be bombarded with calls, even if your website and social media are kept up to date.

On-hold messaging provides an effective alternative. If you know that your opening hours or service will change at any time, you can record a custom message. This will greet any customers who dial in. This keeps them informed, and means that you might have answered their query before they even reach your team.

We’ve seen this put to great use in schools, but also for businesses who provide special offers over long weekends and over Christmas.

Secure your next sale

Without an answer, 90% of callers will hang up after 40 seconds of waiting on hold. Additionally, 34% of callers who don’t get an answer on the first attempt will never call back. In some industries, like property, these lost callers can potentially be worth hundreds of thousands.

Tailoring the on-hold experience to these prospects allows you to keep them on calls longer and give them a positive impression of your business. Everything from the music, to your choice of promotion is important in keeping these prospects engaged. At YTL we can guide you through the process from start to finish.

Stand out from the crowd

For many potential customers, it can be incredibly difficult to differentiate between businesses who all claim they can meet their needs. Often this can lead to smaller companies missing out. On-hold messaging gives your team the professionalism you need to compete.

Instead of poor-quality music that hasn’t changed in decades, on-hold messaging gives you the same tools used by multinational corporations. This allows you to not only provide a more pleasant waiting experience, but gives you the opportunity to stand out. It’s the perfect time to highlight special offers or anything else that sets your business apart.

It also helps to diversify your own messaging. If you’re in an industry where customers are likely to call multiple times a week, it’s easy for them to get bored of the same on-hold experience. With our service you load multiple messages into your system for a more varied offering.

Cross-sell and up-sell

If you’re launching a new service alongside the one that your business usually offers, how do you get the word out about them? Social media helps, but it’s difficult to reach a truly wide audience when you’re only using online touchpoints. On-hold messaging is perfect for getting the word out.

You can customise your messaging to include professionally recorded marketing for your additional services. This helps you to reach a whole new audience, and rewards customers for their patience while they wait for a member of your team to answer their call. We’ve seen this service used amazingly by dentists who offer other cosmetic services and hotels that use it to advertise spas and other facilities.

If you’d like to find out more about our on-hold messaging service, get in touch. We are currently offering a free 30 minute consultation on our range of communication services. This covers on-hold messaging, but also the rest of our portfolio including analytics, call recording and mobile apps. You can speak with our team at 01924 249 299.