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4 Ways To Use On-Hold Time To Improve Customer Experience - Fusion BPO Services - ContactCenterWorld.com Blog

4 Ways To Use On-Hold Time To Improve Customer Experience

 

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-

  • Silence – in such situations after a call goes on hold, the caller faces complete silence. They don’t know if they’re still connected. No one likes to be left in the dark.
  • On-hold music – on-hold music is seldom considered music to ears. If the caller is not doing anything else, music can be ok. Most callers hate them.  It is also disruptive for people who tend to put on-hold calls on speakerphone so they can do other things while they’re waiting.
  • On-hold Message – automated messages such as “Your call is valuable to us. Unfortunately all our callers are busy. We thank you for your patience,” are fine for one or two times, but play that same message a third time and the customer loses his cool.

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.

  1. Provide important messages – provide important tips regarding your product, such as safety tips, simple fixes, or warnings as on-hold messages. These will interest your customers. For example – during rainy season many electrical appliances malfunction. If you are a seller of electrical appliances, you can warn them about using the appliances when wet and stress on taking safety measures.
  2. Customized messages - Some on-hold systems can recognize who is calling and match up messages to specific callers based on their buying history or other information. This may cause callers to pay attention to on-hold messages, become interested in purchasing additional offerings, and learn more about the company.
  3. Gamification – you can ask the customers to take part in a quiz while they wait and allow them to win movie passes, discount coupons and loyalty points. This will definitely elevate the mood and offer them a good customer experience. However, do not forget to offer them a chance to opt out.
  4. Offer on-hold discounts – for a hold time of more than half an hour you can offer your customers a special discount for their inconvenience. This too will be a great customer service tool.

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.

Source: http://www.fusionbposervices.com/blog/4-ways-to-use-on-hold-time-to-improve-customer-experience.html

Publish Date: September 4, 2018 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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