According to a 2020 study, callers to SMEs spend approximately 20% of their call time on hold. This presents an opportunity to engage callers, provide information about your products and services, and ensure a seamless experience in finding answers to their queries. By leveraging your phone system, with OnHold Express, you can enhance customer experience and achieve your objectives.
Simplify the Process of Getting Answers
OnHold Express offers professional prompt recordings that improve customer experience by creating helpful interactive voice response (IVR) menus. These menus guide callers to the right person who can efficiently address their specific queries. Additionally, in-queue messages, delivered with empathy and informativeness, can direct callers to alternative communication channels better suited to their needs. This reduces caller frustration, especially during periods of high call volumes, and alleviates the pressure on your team.
For example, imagine a scenario where a local travel agent is inundated with calls due to flight cancellations to Spain and Greece. With OnHold Express, you can easily create and deploy a text-to-speech message that informs affected customers about the cancellations and assures them that a team member will reach out soon. By doing so, these callers can end their calls feeling satisfied that their concerns have been acknowledged, thus minimizing frustration and reducing queue lengths for other callers. Such tools directly contribute to higher customer satisfaction (CSAT) and Net Promoter Score (NPS).
Deliver Relevant and Timely Marketing Messages
When callers are placed on hold, they become a captive audience for promotional and marketing messages. OnHold Express enables you to leverage this opportunity by playing marketing messages that keep callers informed about your latest promotions and offerings. This not only keeps them engaged but also increases the likelihood of additional purchases. In fact, 93% of customers are inclined to make an extra purchase with companies that provide excellent experiences (source: Help Scout’s customer service statistics).
Enhance Brand Presentation and Improve Customer Experience
A consistent brand presentation can boost revenue by an average of 23% (source: Oberlo’s branding statistics). With OnHold Express, you can easily extend your brand identity throughout your phone system using customized recordings. Our extensive bank of over 300 professional voice artists allows you to create a local presence, regardless of your operational location. This service is conveniently included in your telephony bill, ensuring a seamless and cost-effective solution.
By leveraging the power of OnHold Express, you can align your phone system with your customer experience objectives, resulting in higher CSAT/NPS scores and increased revenue. Contact us today to learn more about how OnHold Express can help you achieve your customer experience goals.
Sources:
- Help Scout’s 2022 article – ‘111 Customer Service Statistics and Facts You Shouldn’t Ignore’
- Oberlo – ‘10 Branding Statistics You Need to Know’
