June 08, 2018

Reinforce Your Brand Every Little Moment

Every moment you have with customers and prospects is an opportunity for you to reinforce your brand, educate the market about your value proposition, and deliver unique and personalized offers and experiences. And those moments include the time your customers and prospects spend on hold waiting to touch base with contact center agents and other resources.

So use those moments to your advantage, and consider creating customized messages for on-hold callers.

For best results, make sure any music you might employ with the message aligns with your brand and what use on your website – which these same individuals may have already visited.

Also, don’t forget to tailor your message to address the specific behavior of your on-hold caller. If you can leverage customer data to create various customer profiles, and then prepackage on-hold messages to match those specific profiles, you’ll be ready to serve up the greatest value to those callers when the time is right.

CallSpace is among the suppliers that can enable contact centers to make the best use of caller on-hold time in this way. The company’s solution engages customers by delivering advertising, coupons, customer loyalty offerings, and promotion to customers while they’re waiting on hold with call centers. That can both keep them on the line, expand their knowledge of the company, and encourage them to increase their wallet share with the company with which they’re on hold.

Customers spend a billion minutes waiting on the phone every day. And time is money. So it makes sense for businesses to use this time to their advantage – and to do it in a personalized, target way. Delivering branding messages and offers to on-hold callers is one way to do that.

Edited by Maurice Nagle

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