Making the Most of Your On-Hold Messaging

On-hold messages are ultimately about holding onto your customer, and every phone call is a business opportunity. Whether the customer is calling to buy a product or looking for support, you have a chance to make a connection. You can’t make every customer happy all the time, but you can engage and meet the immediate needs of every customer when they call.

CREATING A POSITIVE CUSTOMER TELEPHONE EXPERIENCE

Creating a positive telephone experience starts with carefully crafted on-hold messaging. Customers will often experience some wait time when calling a customer service call center. Even the most well-run customer service operations have occasional wait times during peak hours, which is why a thoughtfully designed on-hold strategy is critical.

An effective, engaging caller experience will retain customers on the line, prepare them for their upcoming customer service interaction, or engage them with entertaining content or a special offer.

LEVERAGING YOUR ON-HOLD MESSAGING

Not everyone is aware of their potential, but a thoughtfully developed series of messages can:

• Educate and motivate your customers or clients
• Effectively cross-sell products and services
• Highlight promotions
• Build brand awareness
• Focus on a targeted audience
• Increase sales revenue or conversion rates

CUSTOMIZED ON-HOLD MESSAGES

Mood Media’s team of experienced writers will brainstorm with you to develop custom on-hold messaging that will help you retain callers, eliminate hang-ups, and engage customers. When you provide relevant information that the customer is interested in listening to, then the wait time flies by, and you have a happy customer.

Mood has created effective, informative on-hold messaging for hundreds of businesses of all sizes. Let us show you how the right strategy can boost customer satisfaction and improve your call center operations.