The benefits of personalized on-hold calls for your business

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Defining personalized telephone waiting

Explanation of telephone hold

Call waiting is the time customers spend on hold when they call a company and wait for an advisor to take their call. During this time, customers may be exposed to a variety of audio elements, such as pre-recorded messages, music or information about the company's products and services.

Customize your on-hold time

Personalizing on-hold calls involves adapting these sound elements to match a company's image, values and objectives. This can include choosing specific music, writing informative or promotional messages, or even using the voice of a professional actor to record messages.

Here are a few examples of possible customization elements:

• Illustrative music adapted to the company's business sector and target audience
• Company-specific greetings and on-hold messages
• Information on opening hours, current promotions or upcoming events
• Estimate remaining waiting time to reassure waiting customers
• Instructions for accessing other communication channels, such as online chat or social networks

Improved corporate image

Professionalism

Personalized telephone waiting plays an essential role in the perception of your company's professionalism. When a customer calls for the first time, this is often their first interaction with your company. It's important to make a good impression right from the start.

First impression

A well-designed, personalized on-hold message shows that you value your customers and their experience. A clear message and pleasant, industry-appropriate music help create a positive first impression, reinforcing the customer's trust in your company.

Seriousness of the company

Personalized on-hold calls also demonstrate the seriousness of your company. A well thought-out greeting and useful information on hold show that you've invested time and resources in providing quality customer service. It also shows that you're a well-structured, well-organized company, capable of handling your customers' requests efficiently.

Consistency with brand identity

Personalized telephone on-hold must be consistent with your brand identity to reinforce your corporate image. This means choosing elements that reflect your values, your market positioning and your target audience.

Targeted customization

Personalizing your on-hold calls should take into account the preferences and expectations of your target audience. If your company targets a young, dynamic audience, opt for a more modern, energetic tone and music. On the other hand, if your target audience is more professional or older, opt for a more formal tone and more classical music. In this way, your customers will feel more at ease and in tune with the image you wish to convey.

The importance of tone and content

The tone and content of the personalized telephone greeting are also essential to reinforce your company's image. The tone should be consistent with your brand identity, warm and welcoming for a family business, serious and professional for a company in the legal sector, for example. Content should be relevant and informative, providing useful information to customers and anticipating their questions. It's also important to avoid repetition and vary messages to avoid fatigue and keep the customer's attention while waiting.

In short, personalized on-hold calls help improve your company's image by reinforcing its professionalism, being consistent with your brand identity and taking into account your target audience's expectations. Particular care must be taken with the choice of music, the tone used and the content of messages to optimize the customer experience and reinforce trust in your company. By setting up a personalized on-hold line, you demonstrate your attention to detail and commitment to quality customer service, which can help you stand out from your competitors and build a strong, consistent brand image. So don't hesitate to invest in this strategy to enhance your company's image and strengthen your market position.

Optimizing the customer experience

Reduce the frustration of waiting

When a customer calls a company, he or she is often faced with a wait of varying length. This can be a source of frustration, or even abandonment of the call. Personalized call waiting optimizes the customer experience by reducing this frustration.

Appropriate music and messages

One of the main sources of frustration for customers when they call a company is waiting on hold. By setting up a personalized on-hold system, you can reduce this frustration by offering music and messages tailored to your clientele. Music should be carefully chosen to match your company's mood and style, while being pleasant to the ear. Messages, meanwhile, need to be clear, concise and informative, to capture customers' attention and give them the impression that their waiting time is well spent.

Estimated waiting time

Another way to reduce waiting frustration is to provide an estimated waiting time. This lets the customer know how long he or she will have to wait before being taken care of, which can help reduce annoyance. What's more, this estimate can be updated regularly to take account of changes in the queue and provide more accurate information to the customer.

Useful information while you wait

During the wait, it's important to provide customers with useful information that will help them better understand your company and its services. This can also help to distract them and make them more patient while waiting to be taken care of.

Promotions and special offers

One of the most interesting ways of communicating information to customers while they're on hold is by highlighting promotions and special offers. By sharing this information, you encourage customers to take advantage of these offers and make additional purchases. It can also encourage them to tell their friends and family about your company, generating positive word-of-mouth.

News and announcements

On-hold calls are also an excellent way of informing customers of your company's announcements and news. This could include the launch of new products or services, the opening of new points of sale, upcoming events or any other news related to your business. By sharing this information, you create a sense of anticipation and excitement among your customers, and give them an extra reason to remain loyal to your brand.

Improved call management

Call routing

Personalized call waiting can also improve inbound call management by directing customers to the right department or contact.

Pre-screening applications

By providing voice menu options, you enable customers to select the service or department they wish to contact. This pre-selection of requests makes it easier to direct calls, and ensures that customers are directed to the right person from the outset.

Distribution to the right contact

Once customers have selected the menu option corresponding to their request, they are automatically transferred to the right contact. This reduces unnecessary call transfers and improves customer satisfaction, as they don't have to repeat their request several times. 

Reduced processing time

Personalized on-hold calls can also help to reduce call handling times, by making it easier for advisors to prepare and automate certain responses.

Better preparation for consultants

Thanks to request pre-screening and call guidance, advisors can have information on the nature of the customer's request before they even take the call. This enables them to prepare and retrieve the information they need to respond effectively to customer queries, thus reducing call handling time.

Automated answers to frequently asked questions

Certain questions asked by customers are frequent and can be answered automatically while they wait on the phone. By offering pre-recorded answers to the most common questions, you enable customers to get the information they need quickly, without having to wait for an advisor to become available. This also frees up time for advisors, who can concentrate on more complex requests requiring personalized assistance. 

Profitability and financial benefits

Adding value to products and services

Personalized on-hold calls can add value to your company's products and services, encouraging customers to buy and boosting sales.

Increased sales

During the telephone hold, you can present your products and services in an attractive way, highlighting their features and benefits. By informing customers about your offers, you create interest in your products and services, which can translate into increased sales.

Purchase incentives

Personalized on-hold calls can also be used to promote special offers, discounts or exclusive benefits reserved for calling customers. These incentives can encourage customers to place an order or take advantage of a limited offer, boosting sales. 

Customer loyalty

The experience offered by personalized on-hold calls can also help build customer loyalty, by improving customer satisfaction and increasing retention and referral rates.

Customer satisfaction

By providing a pleasant and informative on-hold experience, you show your customers that you care about their experience and satisfaction. This strengthens the relationship between your company and your customers, encouraging them to return to you for future needs and to recommend your products and services to their friends and family.

Retention and referral rates

Personalized on-hold calls can lead to higher customer retention rates, by providing a positive experience that encourages them to remain loyal to your company. What's more, satisfied customers are more likely to recommend your company to others, which can generate word-of-mouth and attract new customers. By improving customer loyalty and referrals, you can boost your company's profitability and growth. 

How do you set up a personalized on-hold service?

Analysis of business needs and objectives

The first step in setting up a personalized on-hold service is to analyze your company's needs and objectives. Identify the key elements of your brand and determine the messages you want to communicate to your customers while they're on hold. You should also think about the information you need to improve the customer experience and make call handling easier. 

Choice of customization elements

Once you've defined your needs and objectives, choose the personalization elements for your on-hold call. This can include background music, voice messages, announcements of promotions or special events, and information on products and services. Make sure the elements you select match your brand identity and meet your customers' expectations. 

Working with a specialized service provider

To guarantee the quality and efficiency of your personalized on-hold service, we recommend working with a service provider who specializes in this field. This professional can guide you through the design process, help you choose the right elements for your business, and ensure flawless technical implementation. By working with an expert, you'll maximize the benefits of personalized phone waiting for your business. 

Conclusion

Personalized call waiting offers many advantages for your company. It enhances your corporate image, optimizes the customer experience, facilitates call management, increases profitability and builds customer loyalty. By adapting the music, messages and information delivered to suit your brand and objectives, you can offer your customers a unique experience.

Don't wait any longer to set up a personalized on-hold service and benefit from all these advantages. Analyze your needs, choose the customization elements and work with a specialized service provider to offer your customers an unforgettable on-hold experience that's profitable for your business.