Create A Better Experience For Your Customer

Imagine calling a service company and you are put on hold, you are likely to feel frustrated! You choose to hang up or sit back to hear the repeated boring messages.”Your call is important, kindly wait for your turn” The fact is no one likes to be put on hold. Once, you are on hold, it seems you are on hold for time immemorial .But, sometimes it becomes necessary to be on hold, as you don’t have the time to call back or it’s urgent.

If you manage a company, you can understand the agony of your customers when they are put on hold. Once, you have experienced what it is to be like from the perspective of a customer, you can identify the problems and start working to improve it.

Here are some tips for you to create a better on hold experience for your customers.

Don’t make them Wait

One of the best things to improve customer relationship is to not make them wait for long. If possible, hire some more phone representatives for customer helpline to make sure the customers do not have to wait for long time.

Give them the Basic Information Right Away

Many customers give a call to know about the company website address, email id, hours of working, address and many more? You can prerecord such information on your phone system. When a customer calls, ask them to “press” 1 to know about the company working hours, or “press” 2 for web address or “press” 3 for directly talking with a representative.

This is also a get relief for the telephone representatives as they literally get tired repeating the same information for every customer.

Make it Short and Interesting

A customer put on hold can be of double advantage, both for the customers as well as the company. How? You can provide details about your upcoming events, product launch and new sales to the customer while on hold. This will acknowledge the customer and at the same time do advertisement of your company products. This can result in increase of sales and promotion without cost.
However, unprofessional and cheesy on hold message becomes too boring for the customer. Script your messages in such a way that it catches the attention of the customers in an entertaining way. Same with the voiceover, get the right people with the required tone do the job for you.

Do Change the Music

Suppose, a customer gives a call, he/she is put on hold to listen the sleepy “Muzzak’ music, they will probably sleep or hang up the phone. Another common mistake is to make them hear your favorite radio station. Well, this is interesting but your customer will get to hear the adverts of your competitive company.

This makes no sense, so invest for good on hold Music Company that can create good quality on hold music. Make sure the music is relevant and enjoying to the listener. So, have you assessed on hold music for your company? If not, give your customers a better experience anytime they call.