February 07, 2018 22:01
Published: April 24, 2018 19:09
If you have a business that has phones, and you get more than one call in a day, then we have two very important words for you:
One of the most infuriating experiences that any business’s customers are having (and yes, that means your customers, too…) is getting put on hold. And while there are a certain number of people that are willing to wait through elevator music, or worse yet, no music at all, a staggering 60% of people placed on hold disconnect within the first minute.
Just let that sink in for a second. We’ll wait. If that statistic doesn’t scare you, it should. After all, the next move for that caller is likely to call a different company. Business lost, and money with it. Not ideal. The silver lining is that, if your business phone systems utilize VoIP, you can get some of those people back by tweaking just a couple of settings.
First of all, pick the right music for your customers. This is such an important step that so many businesses miss. For example, classical music is probably not best suited for your skateboard shop. While there might be a few fans of Bach who board, it’s likely going to bore the bulk of your audience to tears. So too should a dental clinic probably avoid hardcore deathmetal. Your customers are frightened enough, trust us. Your Hosted PBX provider can walk you through how to set up appropriate hold music that’s catered to your business demographic in no time flat.
Second of all, it doesn’t just have to be music! You could record a custom message that will go over your monthly specials or tell the customer a little about the industry… the list goes on. Recording a custom track aimed at capturing the attention of your customers when they’re on hold can make them feel that they aren’t sitting on hold as long, and that can be priceless. This is an area where a business can get seriously creative and really make this an integral part of the customer experience.
Lastly, keep making things fresh and new with these options. It really doesn’t do you any good to set up a hip pop song on your hold music if that’s the only song played on a loop. You can add multiple tracks or have a messagemusic combination that keeps the caller engaged while their on hold. Take the time, guys. Seriously. You can gain so much from doing so little that it’s actually comical.
And we get it. No one likes to be put on hold. And yes, no matter what you do, there are going to be people that hang up on you even if you put them on hold for a few seconds. But wouldn’t it be great if you could take that 60% hangup rate down to even 50%? 40%? How much would that change your business?
Don’t worry. We’ll hold.