Do you have a robot on-Hold? How professional is Mr. Robot for your on hold message?
Have you ever been on hold and heard “You are… ninth… in the queue”? Some of the world largest companies have some of the worst ever on holds experiences. I experienced one of these world class companies recently and had to turn down the bad music and then listen to where I might be in the queue. You know Mr. Queue?
It was a really unpleasant surprise that breaks the consistent branding that makes them unmistakably who they are. Sure, outside of their on hold, they’re industry leaders and pioneers, but in terms of phone service, they’re stuck in the Dark Age. And that’s bad customer service.
Do you have a robot on-Hold?
It’s very disappointing when a company of this size, innovators that take pride being in pole position their field but neglects the quality of their phone message service so dramatically. It’s even more shocking since there’s so much they could be promoting. Apparently, instead of generating more enquiries, reinforcing branding and cultivating potential add-on sales, this organization wants a robot to point out to callers how much longer they’ll have to wait.
Do you have a robot on-Hold? In other words, by taking the cheap option on hold, the company is missing out on opportunities every time someone is placed in the queue to enhance their reputation, inform customers of their product and service and make more money. How smart is that?