What customers want when they call in? Is a timely response! Your phones auto attendant can help with that. It doesn’t matter if you’re in a store, on the phone, or online – no one likes to wait. What customers want is a timely response and even more today than 50 years ago.
What’s reasonable, of course, depends on your customers. . For example, one study shows that on Twitter, 53% of customers expect a company to answer the call in under 5 seconds. That number jumps to 72% when they have complaints.
When it comes time to doing something about wait times, remember that technology can be your ally. For example, On-Hold Messaging can help eliminate hold time, while also reducing abandon rates. Having a good Auto Attendant message helps get the customer connected faster with your phone system and the right person than having a live person answering the phone system. A live person might not be able to get to each call at the same rate but your phone system can answer each call in under 3 seconds with multiple lines. People will hang up 65% faster with a live person than with an Auto Attendant.
What customers want when they call in? Is a timely response! We have all been there. Placed on hold and hung up. Yep. There was nothing of substance to hold us on the line. There was nothing to learn about the company. No specials to listen too. No testimonials to learn from and relate too. So what were we to do but hang up!?
For such a cheap monthly price are you willing to risk losing a customer….a customer that can recommend other customers to your company? Do you have so many customers you can afford to lose hundreds tens to hundreds a year? Let your on-hold work for you!
A good thing to always remember is…..What customers want when they call in? Is a timely response!