Do Messages On-Hold Enhance Customer Experience?

Do Messages On-Hold Enhance Customer Experience?  When a caller contacts your business the customer service they experience will undoubtedly affect the likelihood of them using your services in the future.

Need some rock-solid proof?

Take a look at this: The Customer Experience Leaders in the Customer Experience Index at Forrester Research are the top ten rated public companies. At the end of the period between 2007 and 2013, the S&P 500 Index was up 14.5%. The performance of equity-weighted, annually readjusted stock portfolios of the Customer Experience Leaders was up 43%. The performance of the Customer Experience Laggards—the bottom ten rated public companies—was down 33.9%

What does that mean in plain English?

The stock price of a public company literally falls when customers are disappointed with their experience with that company. The stock price of a public company rises when customers are delighted with their experience.

Do Messages On-Hold Enhance Customer Experience?

A customer’s experience is made up of every interaction your company has with them: face to face, via email, and, of course, on the phone. If a caller experiences long wait periods on-hold listening to bland music or—shudder—silence, isn’t directed to the right department, or isn’t given the information they need quickly, then they have not had a good customer experience.

On hold messages offer a hassle-free avenue to enhance your callers’ experiences. They provide the opportunity to use the time a caller is on hold for productive and entertaining purposes with fun marketing messages. They ensure your caller knows exactly what menu options to choose or how best to reach you if you’re currently unavailable. They can even be used to provide answers to commonly asked questions. All of this genuinely enriches the customer’s experience and leaves them with a positive impression of your company.

Do Messages On-Hold Enhance Customer Experience?  You will have to make up your on mind but the stats back up the fact that well scripted and produced Auto Attendant and On-hold messages do significantly increase customer satisfaction and bottom line profits.

The phone’s messaging system is growing in relevance each day.  What does your 5 messaging interactions say about your companies products and services?

1. Auto Attendant
2. Transferred
3. Department
4. On-Hold
5. After hours message.