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How do your business’s callers feel about you?
31-08-2021

How do your business’s callers feel about you?


Consider who answers the phone, what they hear whilst waiting, being put through or on-hold. All these elements will have an influence on the caller experience and have to be carefully planned.
If your callers are not engaged on the phone they will likely hang up, hence, it could mean you are losing customers. Spending marketing budgets to get customers to call your business is not enough.

Often when setting up a telephone system, messages are recorded to get the system working; with a view to coming back to later, and often these temporary messages can last years. If you haven’t thought about your telephone experience for a while, it might be time to revise and readjust your strategy.

Your customers could be thinking:

“This business doesn’t care about me.”

“This is very frustrating and a waste of time!”

“This company hasn’t moved forward in years.”

“ (A competitor) provides much better customer service.”

[... and many more…]

Think about it, is it possible that your customers are having this negative thought about your customer service? If you realise that it could be a possibility, it is time to make some changes.

Ensure that your on-hold messaging:

  • Doesn’t leave them in silence
  • Offers the information they are seeking
  • They are directed to any other contact channel if needed
  • Voice and music matches your brand image
  • The content of the message is related to your business' offerings, events, etc
  • They actually reach a real person and not only IVR
     

On-hold messaging has been proven as a very cost-effective solution to keep your callers engaged and our clients are noticing the results:

Mertrux has found the response from telephone messages very positive. We have found dealing with the Sound Marketing team, quick, responsive and professional. Although no company wishes to keep any customers on hold, we find the messages an effective tool to communicate the same message to a variety of customers and business sites. This has also led to a decrease in complaints on our phone system'. I would strongly recommend Sound Marketing to any busy business like ourselves.

Matthew Marshall
Mertrux Mercedes-Benz, Derby
 

Just a quick email to say thanks really, I have found the service that you personally and Sound Marketing have provided to be excellent!  To think it was only Tuesday I first contacted you to provide us with Audio prompts for our IP office telephone system and here we are Thursday and they have been recorded and are in use on the system - they sound very professional and patients have already commented on how good it sounds.  Once again, thank you so much for the amazing service! You lot have a business to be proud of!!!

Rob Walker
London Bridge Urology
 

'From the very first encounter with Sound Marketing, we have been provided with a professional and friendly service. The excellent quality of the productions, which we can change at any time, enhances our professional and corporate image. Sound Marketing is now a flexible key to our marketing campaigns, providing an extremely cost-effective tool and impressive form of communication. We continue to have accreditations from our clients about our 'on-hold service and have been happy to strongly recommend Sound Marketing as a company that provides a talented first-class service.'

Peter Isted
Hendy Motor Group Ltd
 

According to a study conducted by Accenture, 66% of customers will switch companies if they feel they received a poor customer experience. Thus, don’t overlook the calling experience since it is a major touchpoint between your company and your customers. Take advantage of this opportunity to wow your customers, improve your company image, improve the caller experience and ultimately increase sales.

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