welcome message

Trust me, I’m a professional…

Sometimes it can be difficult completely letting go and putting your trust in a professional service – even when you’ve parted with money for it.

For me, this is never more apparent than when I’m sitting in the hairdresser’s chair. Usually I have a rough idea of how I want my hair to look but I’m very particular about my hair so it takes a lot for me to put my trust in someone changing my ‘do. As I’m sitting nervously in the chair though, I relax a little bit when I remember that the hairdressers creating my stylish new look are professionals and they’re there to make me look my best. I know I want a full fringe and a few highlights to take me into summer, but I’m happy to accept they’re going to make me look better than I would if I hacked into my hair myself.

Trusting professionals never hurt anyone, especially Ferris Bueller

Trusting professionals never hurt anyone, especially Ferris Bueller

I’m taking a risk because I’m trusting someone to know better than I do. When we employ the professional services of those around us we’re basically paying them to know more than we do about whatever it is we want them to do.

When my kitchen sink breaks I have to trust that the nice man who’s come to fix it for me knows more than I do about plumbing. When my throat hurts I have to trust that the doctor I speak to knows more than I do about medical science. And when I order a meal I’m going to trust that the professional chefs cooking my dinner know way more about how to cook my pasta al dente than I could hope to.

It’s the same when it comes to marketing your business. You probably have a rough idea of what you want the outcome to be but what’s the point in blindly fishing around, and possibly making mistakes, when you can rely on professionals who can help you reach your goals?

Sometimes people are unsure about trusting a team of copywriters to write their on hold productions, and that doesn’t surprise me. After all, most business owners know their business inside out so it makes sense they’d know best how to explain it. But knowing how to effectively sell your business is a different kettle of fish altogether.

Here in the copywriting department, we want you to rely on our expertise. When you trust us to write your production, you’re trusting that we know how to sell your business and your products effectively… and to be honest, we do! Just like my hairdresser listens to my thoughts on what I want out of my new haircut, we’ll listen to yours on what you want from your on hold production and use our skills as professional writers to give you a production which is going to be as effective as possible. All you need to do is sit back and enjoy your fresh new look… I mean, on hold production!

– Sophie

Telephone Audio: A Sound Way to Influence Customers

As a business owner or operator you probably set aside a budget for building your customer base. Odds are a lot of this spend is designed to get your phone ringing. But have you given any thought to how you handle those calls when they’re answered or the caller is placed on hold?

Every incoming call has to be handled exactly right if you want to convert that enquiry into positive action. If you’re guilty of advertising with the aim of increasing caller enquiries, but then forgetting about the experience you deliver over the telephone, here are a few ways you can influence customers, drive sales and reinforce your brand promise by delivering a superior caller experience.

Welcome Message
The Welcome Message is the most important (and often most neglected) recording inside your phone system. Rather than bore callers with a bland greeting, work in a positioning line, some music or mention an upcoming event or promotion to make a favourable first impression that has immediate impact.

Menu Prompts
Menus, for the most part, are monotonous lists designed to direct callers to the correct department. Factor in grammatical errors, poor syntax, industry jargon and an unprofessional voiceover, and callers end up confused and frustrated. With some expert help it’s easy to relax callers, put them in a better frame of mind and get them where they need to go, faster.

On Hold Messages
If you place callers on hold or transfer calls between departments, this is a modern must. A well written messages on hold production not only makes the wait time seem shorter, but warms up leads and prompts callers to act. Think of it as having your best sales or customer service representative speaking one-on-one with every waiting customer.

After Hours Messages
Just like your on hold messages, an after hours message must be powerful if you want callers to act. After all, if they don’t leave a message or call back in the morning, what’s the point? If you don’t know how to script and voice a powerfully persuasive after hours message, you can expect potential buyers who rang outside of business hours to forget you entirely, or even worse, hang up and call your competitor.

Voicemail Messages
How come everyone’s voicemail is so dreary and monotonous? “Hi, you’ve called John Smith. Unfortunately I can’t come to the phone but leave a message”. What’s wrong with adding some personality? Boring voicemails do nothing to encourage the caller to leave a message, and in most cases drive customers to call the next business on their list.

There’s a lot to think about, isn’t there? The good news is, our team is here to help you decide what you should be promoting on hold. Your Creative Coordinator will also be in touch regularly with message ideas and seasonal scripts to help you make the most of what’s happening in your business. Getting started is easy, just follow this link and fill in your details!

Messages On Hold: Steroids for VoIP Systems

In April we posted here on what it takes to create a fantastic-looking and highly-effective web video. Today I’d like to share with you the finished product.

voip

As per usual, Messages On Hold MD Kym Illman stars in our latest video production.

There’s no denying VoIP phone systems are becoming more and more popular. In fact, we encourage all our clients to make the switch from traditional PABX system to VoIP because not only are they easier to manage, they also provide our clients with more opportunities to reinforce their brand image and market to their callers.

That’s because unlike a traditional PABX or commander phone system, which requires additional hardware, select VoIP systems are capable of playing:
• A welcome message
• Menu prompts
• Voicemail messages
• After hours message
• and more

Until recently, a client of 5 years had been playing On Hold messages through one of our digital replay units connected to their PABX phone system. When they told us that they were beginning to outgrow their system and considering alternatives, we advised them that a VoIP system would allow them to manage their inbound call traffic much more effectively and directed them to watch our video on YouTube. (It’s since been uploaded onto our homepage and downloads page.)

Although many businesses make the mistake of recording the audio themselves, our client understood from watching our videos that their welcome message and menu prompts were hugely effective at shaping callers perceptions. They also didn’t want to run the risk of sub-par recordings compromising the effectiveness of their professional On Hold messages. So they had us script, voice and mix their phone greeting, voice prompts and after hours recordings instead.

If you have a question about VoIP and how to leverage it to connect with callers and support your sales teams, post your question on our Facebook page or contact us today.

– Lachy

Welcoming a Happier Customer

I have worked in retail and hospitality, and in both industries I was instructed to always greet customers when they entered the store/cafe. “Customers feel more comfortable browsing for longer and are more likely to buy something” I was told. And they were right! Whenever I visit a store or approach the counter today as a customer and they don’t greet me, I feel as though I’m intruding or shouldn’t be there. A nice warm welcome is a really simple way to let customers know that you appreciate them visiting or calling your business.

Ever called a company only to be greeted by a receptionist who sounded half asleep, grumpy or just plain disinterested? It doesn’t create a great first impression. An automated phone greeting is a better way to ensure every customer is greeted in a warm and welcoming manner.

Is the phone always ringing off the hook in your office? Perhaps some days you’re understaffed and it rings longer than you would like. With an auto attendant set to kick in after two or three rings, customers aren’t given the opportunity to hang up before their call is answered/take their business elsewhere. They’re greeted instantly with a warm and welcoming greeting message. The auto attendant can then ask the caller to leave their details, play a menu directing the call to the right department, or place them on hold until staff are in a position to give their full attention to the customer.

I was out shopping recently and upon entering a store, I was not only greeted but advised “today we have 25% off everything in store!” Naturally, I bought a few things that I wouldn’t have picked up at full price, simply because she took the time to greet me and let me know about the promotion. What I also noticed however, is that when the same shop assistant answered the phone she neglected to mention the sale to her prospective customer. Now no one’s perfect. (I like to eavesdrop.)  But a professional phone welcome message that not only greets every customer but also mentions “Everything in store is 25% off” makes good business sense.

It’s a simple customer service principal that can be applied to any customer interactions, on the shop floor, in the waiting room, or on the phone. First impressions matter. With our professional scripting and voiceover services, you’re able to leverage your Auto Attendant to make callers feel valued and appreciated. And perhaps even make a few extra sales while you’re at it!

– Rachel McGeorge

Leave a Message

How come everyone’s voicemail is so dreary and monotonous? “Hi, you’ve called John Smith. Unfortunately I can’t come to the phone but leave a message”. I’m falling asleep just typing it. Boring recordings do little to encourage the caller to leave a message, and I hazard to guess, in most cases drive customers to call someone else.

Most people don’t realise just how important it is to keep your brand consistent throughout all communication mediums. Every recorded message, be it an after-hours recording or the voicemail on your mobile, is representative of your business. It should therefore reflect the same corporate image professionalism as your On Hold messages.

Just like your On Hold messages, your recorded messages require the caller to act: leave a message, visiting the website or call us back in the morning. If you put little effort into your message, you can expect the same level of effort from your caller. In short, they’ll hang up and call someone else.

What do we to improve your recorded voice announcements? As well as use a professional voiceover artist to voice them, we creatively script them to match the tone and style of your On Hold production. We also use language that drives callers to act instead of hang up so sales leads don’t go begging.

If you’re stuck for ideas, we’ll be more than happy to give you a hand. Just request a free demo if you’re a non-existing customer, or get in touch with us if you’re an existing customer.

A boring, poorly recorded message that lacks personality and professionalism is lost on callers, which means you could be losing a valuable marketing opportunity or sale. (For more detail watch this video – our executive chairman knocks himself out explaining how.)

So next time you go to record your voicemail or any other voice message for your business, take a moment to think about what it’s saying about your business.

– Dave Roberts