Calling a customer care is deemed a little old-fashioned and yet according to a study by Google, 61% of mobile users call a business when they’re in the purchase phase of the buying cycle. People love talking to fellow human being while making important purchasing decisions and turn to them when in problems. This is the reason calling customer support is still a popular choice as a customer communication channel.
However, there are a few glitches that tick people off the phone. The major issue with phone calls is being on hold for a lot time. Studies indicate that Americans spent 13 hours a year on hold.
If being fo-rev-er on hold is irritating, that is nothing compared to what happens during hold time. Here’s a few example-
These are the reasons people hate staying on hold or calling customer support. But if you come to think of it, on-hold time can be put to use to inform, educate or even engage your customers.
There are a few ways you can make use of hold time to provide a better customer experience.
Don’t waste the valuable time you have with callers by playing a boring old “your call is important to us” message. Use that time to benefit both the business and the customer. After all, 88% of callers prefer messages on-hold to other hold options. And it provides your company with the opportunity to educate and even upsell on-hold callers. It can also be used as a tool to deliver a positive customer experience.
Publish Date: September 4, 2018 5:00 AM
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Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
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ActivDesk Help Desk Software
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