Dos and Don'ts for On-Hold Music and Messages
The on-hold music you choose can help increase the chances of a customer not hanging up and potentially influence their emotions while waiting.
Lighthouse Technology Solutions wants you to pick music and on-hold messages that will enhance your brand and offer a clearer option for your customers. Of our many technology solutions, voice services are one of the most prevalent and widely used for our customers across the country.
Here are some dos and don’ts for on-hold music and messaging!
Do: Prepare Your Customers
The truth is that anytime an individual has to sit on hold can be seen as time wasted, so it is crucial to help adjust this perspective if possible.
Reminding the customer that they need specific pieces of information through a recorded message will help them in a few ways:
● It can help them get prepared for the contact with the customer service representative.
● It may reduce the chances of feeling like they have wasted their time.
● It can make the process faster when they reach a customer service representative.
Don't: Remind Them Your Company Is Busy Constantly
One way to cause frustration is by reminding the customer that the company is busy and there is no one available. This can make them feel undervalued, and the truth is that the customer already knows why they are waiting so there is no reason to remind them of this.
Help remedy this by acknowledging that their time is valuable and thank them for holding!
Do: Keep Your Content Fresh
One part of staying ahead of your competitors is offering new and updated content for your clients. With the amount of advertising available on the market, another critical factor to include in your on-hold messages is updated and current information.
The fresh content shows you are fully invested in your business and your clients will value the new content, making your company a more attractive commodity to do business with.
Don't: Use Improperly Licensed Music
When researching on-hold music to incorporate, you also want to ensure that the content is licensed correctly. If you use someone else's song without permission, you will be infringing on their copyright and can face penalties and fines.
Do: Keep Them Entertained
Depending on the kind of clients that call, you may want to consider creating more tailored messages for the customer base.
Offering helpful tips, telling stories, or even giving how-to explanations can help them feel more engaged and stay on hold.
Don’t: Make Your On-Hold Messaging Too Short
Another important consideration is to avoid having looped messages. When there is a 60-second or longer message that is repeated to the individual on how long they've been waiting because it can increase frustration.
The target time is around 4 minutes, and if the customer has already been through the entire message and it's beginning to repeat, that's an indicator they've been on hold for a while, so do your best to alter the information coming to them.
Do: Use Qualified an Established Providers
When choosing your provider, you want to ensure they are qualified and established to help you meet your company's needs. This means listening to samples of their work, researching their about us section, and considering other customers' experiences through their online reviews.
Do: Pick the Right Music for the Situation
Choosing on-hold music services is another essential part of customer satisfaction, and you want to have a variety of options. In most cases, you want to pick music that will help calm any customers who are upset.
This is why it’s important to have a system that can be adjusted with various music selections, allowing you to better accommodate customers and help distinguish your brand.
Don't: Forget to Incorporate Other Language Options
Our world is diverse, so another crucial consideration is not to neglect customers whose preferred language is not English.
This means providing multilingual messages that are not only in their language but are culturally appropriate, so you know that regardless of their preference, they will be able to successfully navigate the phone system and get the support they need.
Do: Use the Right Script
If you ever had clients hang up in the middle of a call, the on-hold script can help prevent this.
Developing the perfect on-hold script will consist of targeting specifics about the business while offering compelling conversational approaches that exhibits your company's credibility and helps foster a feeling of connection with the client.
Do: Offer FAQs
The last recommendation is to provide helpful information. This can be basic knowledge about the company, and it may answer the question before the customer service rep even gets to them.
Trust Our Professionals for Quality On-Hold Music & Messaging
Choosing the right on-hold music and recordings can positively impact your customer's experience and help your company's production.
Choosing experts to help you get your installations done right is crucial, and Lighthouse Technology Solutions is your number one choice for personalized business phone solutions.
We are also business Internet providers and video surveillance system professionals, depending on your organization’s needs, with trusted results in Minnesota.
Enhancing your customer's experience is our mission, so message us online or call us at 612-345-9177 today!