Message On Hold
3quote - The Telecommunication Experts
Music, Phone, Business
Many businesses spend thousands of dollars each year on advertising designed to attract only new customers. Doing this costs businesses as much as 10 times more to attract these new customers than it costs to keep existing customers spending money.
Message on Hold allows you to promote products and services to your existing database of customers for a fraction of the cost and that on average you can expect a 14% increase in new product sales and a 12% increase in service requests from message on hold. The reason why most businesses see such a significant increase in sales or service is because most customers are not made aware of the extensive product ranges or services businesses offer after they have made an initial purchase.
APRA is a body that charges as much as $4000 to utilize licensed media such as CD’s and radio as an on hold source. There are large penalties currently being handed out to businesses that utilize these mediums without holding a license to do so. Message on hold services are usually royalty free, meaning licensing costs and penalties can be avoided once implemented.
Customers are put on hold up to 70% of the time in Australia when calling a business. Up to 60% of these customers will hang up before they are answered when played internal chimes or when they hear silence and up to 30% of these people won’t call back. The reason is because the customer’s perception of hold time when offered chimes or silence is over 100% greater than it actually is. Simply put, your customers think they have waited a lot longer than they have.
A customer that hears both music and a recorded message will wait on average 3 minutes before hanging up. Up to 3 minutes is a significant time to have a customer’s undivided attention and why message on hold is so successful. It allows your business to promote your products and services to your customers and also allows you an opportunity to provide additional information to your customers which can sometimes reduce costs in initially answering the phone.
By informing your customers of operating hours, location details, alternate ways to order products or log service calls (through web forms etc) can mean less time required handling enquiries and you get the added benefit of informing them of your other product and service ranges at the same time increasing revenue.