Holding . . . Holding . . . Holding  . . .

What’s Are Your Customers Listening to On-Hold?

Silence . . . elevator music . . . radio . . . commercials?

^{The On-Hold Problem}

Silence on hold leaves your customer or prospective customer wondering if they have been disconnected or forgotten.  Elevator music can be offensive as can the radio.  And worse yet, the possibility exists that they may hear a commercial for your competitor while on hold.

Using hold-time to promote your business is one way to make sure you’re taking advantage of every opportunity to introduce customers to all of your products and services.  Fortunately, creating a customer hold message is not difficult.  

^{The On-Hold Solution}

Convert your hold-time into a resource that impacts your bottom line!

Carefully worded messages can be designed to reduce caller impatience and frustration, therefore keeping that important caller on the line.  Not only does this reduce the perceived waiting time, but gently reinforce your advertising message, promotion of product lines and services, and improves your company image.

- Increased product/service sales

- Improved efficiency

- Enhanced company image

- Friendly customer service

Here are some ideas on how you can take advantage of phone hold-time to promote your business:

Product and service overviews.

Use hold-time to introduce callers to your entire product and service line.  An added advantage of doing this during your hold message is that it may prompt callers to ask questions about your products and services when a live person returns to the phone.

Make certain your staff, including receptionist/operator, knows who can answer product/service questions and that the appropriate people have the necessary product knowledge to do so.

Special promotions.

Announcing special deals on the products or services you offer can entice callers to buy more.  Don’t presume that your customers know about all of the products and services that you have to offer – they probably don’t!

Mention how these products or services are of value to the customer.  Why should your customer purchase your product/service?

Advice.

Use hold-time to create additional value for your customers.  Educate them on things they can do to conserve energy.  You might address the benefits of a surge protector. 

Offer free information to callers, such as booklets or your web address.

Company news.

Announce upcoming events that involve your business.  Let your callers know how you are involved in their community.  If your company is sponsoring a community event, promote it.

If someone from the company is speaking at a public setting or meeting, invite the callers to attend.

If your Annual meeting is upcoming, educate your callers as to where, when and what to expect.  Let your customers know that you value their business.

Messages of this kind let callers know that your company is successful, growing and worthy of their support.

There are many companies offering easy-to-use technology that makes this process simple and affordable.  They provide options that allow you to write your own script and make your own recording, or if you prefer, they have professionals to assist.

So don’t miss these incredible opportunities to further impact your customers!

Measure-X
888.644.5499 
www.measure-x.com
The Customer Service and Sales Experts for the utility industry!

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