Time for some honesty here – I absolutely loathe sitting on hold. Unfortunately, it’s something that we all must endure at some point. In fact, when my business partner told me about his 2 hour call with a SaaS app provider, 30 minutes of which was on hold, I shuddered at the idea of listening to terrible hold music for that long. Sadly, we’ve gotten use to the horrific music that drones on when we are sitting on the line waiting for someone to assist us. Many take to social media to air their disdain, while Facebook users have even created a list of the 11 worst songs to be listening to while on hold (Cisco’s Call Manager Default Music made the list).
It’s time for a change, my friends!
As a business, it’s time to start thinking about how to make the time customers and prospects are on hold work for your business, rather than punishing them with terrible tunes. By changing the way you approach hold music/messages, you can open the door to a whole new world of marketing opportunities while giving your customers and hot prospects a better experience when they are forced to sit on the line and wait for a human being.
On-hold messaging is the perfect place to upsell, cross sell, and promote your solutions. Here are a few ideas:
1. Introduce customers to new solutions or services.
You may have sold a phone system or voice service to a client 3 years ago, and they are happy as a clam with the service. But while they are sitting on hold waiting to make a change to their account or ask a billing question, why not take the opportunity to let them know about the new services you’ve added to your portfolio.
“You’ve trusted us with your phone service, but did you know that we can also help you with your network solutions. Ask a representative about our SD-WAN and 4G/LTE solutions to keep your business operating at peak efficiency”
2. Showcase new hardware offerings.
Everyone loves having the latest and greatest when it comes to technology. I mean, it seems like I upgrade my smartphone more than my wardrobe! Chances are, your customers would consider an upgrade – if only they knew it existed!
“XYZ Company now offers Plantronics Voyager 5200 UC Bluetooth headsets, featuring the most advanced, adaptive noise cancelling with WindSmart technology to reduce disruptive noise. Ask a representative if you qualify for a free headset on your account.”
3. Announce upcoming promotions or discounts.
In many cases, the prospect waiting on the other end of the line is close to closing a deal with your company. So why not give them an added bonus with a promotion that might help them make their purchase decision. We all love to feel like we are getting a deal and saving money – especially with technology!
“Don’t miss out on January’s Mega Savings Event. For a limited time, new customers will receive free Plantronics Voyager 5200 UC Bluetooth headsets with any new service contract. Ask a representative for details on how you can get the most advanced noise cancelling headset for all of your employees.”
4. Promote trade shows, webinars, or upcoming events.
Whether you’re going to a trade show, hosting a webinar, or holding a lunch and learn, your events are only successful if you promote them properly. So why not let customers and prospects know where they can go to register or schedule a meeting with you!
“Are you headed to Vegas in April for the Channel Partners show? We’d love to meet with you. Stop by booth number 450 or schedule a one-on-one meeting by visiting our website. A representative can also book your meeting, so act now and get on the calendar before all time slots are full! See you in, Vegas!”
So, how do you do this?
Glad you asked! As marketers, we love tools that improve the customer experience – and Snap Recordings does just that! Quickly and easily get professional greetings, voice prompts, and messages on hold voice recordings that work with any hosted phone system – with 100+ voice-artists, including bilingual options.
Whether you want to update callers on new products and services or announce promotions, Snap Recordings is the perfect way to extend your marketing strategy in 2018. We even got a sweet deal so you can try it out for yourself at a discounted rate!
For a limited time, use the discount code SNAPCARVE18 at checkout and save 25%!
And Snap Recordings isn’t just for your business! By partnering with Snap Recordings, you can help your customers while new revenue opportunities for your business.
Let’s face it. Your customers and prospects are going to sit on hold at some point. Why not make that work for you!