Complaints

Put Your Ear To The Ground

Every morning after I boot up my computer and check my emails, I log onto Twitter to see who’s talking about our company. I do this because I want to be able to respond to potential leads and communicate with customers. In doing this daily ritual, I have found many companies are placing customers On Hold without a professional On Hold production… and the results speak for themselves – literally!

If you’re a business owner and currently place callers On Hold to listen to radio, chimes, or worse yet – silence, you’re in for a not-so-nice surprise. These potential customers are taking to Twitter in droves to complain about your service.

A little bird told me that chimes, radio & silence frustrate callers On Hold

A little bird told me that chimes, radio & silence frustrate callers On Hold

Here’s what some people are saying:

“ABBA, Bon Jovi, Queen, Blink 182, Michael Jackson, and a lot more ABBA. Just a taste of the Ikea hold music #onhold

“Someone really needs to do a remix of the Oregon courts hold music. Then again I think it may already *be* a remix. #onhold

“I dont think I can listen to Beethoven for another 9 minutes! #OnHold

You can bet for every one person voicing their frustration on Twitter, there are another 10 voicing it to their friends and family. That’s word of mouth advertising your business could do without!

Surprisingly, 80% of callers placed On Hold with silence hang up within the first minute. This is why having a professionally written & produced On Hold production is so important. On Hold messages have been proven to keep holding callers happier for longer and it’s easy to see why. If you’re actively engaging callers with relevant information, their mind isn’t on waiting – it’s focused on what you’re telling them!

So, how do you remedy people taking to the internet to complain about their phone experience? You can’t simply stop placing callers On Hold, but you can replace the chimes, music or silence with a professionally written production.

– Lachy