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When we call a big company, first thing we never expect is to be kept on hold. That is the most irritating part when we are kept on hold against our choice. Lately one of my good friends narrated me his experience. He called his insurance company for some assistance regarding policy that he had bought recently. After going through a long multiple choice menus, he was put on hold for more than 10 minutes. Along with that, he was, made to hear a boring tune, and in between a monotonous voice kept on trying to convince him that he was a valued customer, but the waiting period reflected just the opposite. After 5 minutes of his ordeal, the line went dead. He tried again and this time he managed to hear a voice from the other side after 7 minutes of waiting period. He got so frustrated that instead of getting the information he required, he straightaway asked for portability option for his policy, through which he chose to move to other company. What is the lesson to be learnt here? First the Insurance Company did not realize that making customer wait for such long time is not a justifiable act. It is their duty to recruit more call center guys. Customer can’t be put on hold for such long periods just because the company does not want to expand their own customer service team. Just because that company failed to realize this, it lost a valuable customer who would have paid premium to that company for his whole life, had they treated him as an important customer. Insurance is not a onetime business opportunity. It is a lifelong connection. By mistreating the customer this company lost a long term business. There was a time where companies in sectors like insurance or telecom would play low on service, as customers had no choice but to stick to them. But today times have changed. Portability option has really made customer the king. If your company will fail to provide a service, or if your company will treat that customer without respect, he has got a choice to move to someone else who will cater to his needs and make him feel like the king. Now let us assume that you manage to keep your waiting period to minimum, it is that quality time which arises out of compulsion, which has to be converted into a informative and pleasant experience for customer, and business for your company. A progressive company will try to utilize those couple of quality minutes to empower the customers with information about the latest products or plans that would mean a better service to the customer and better revenue for the company once the customer avails such offers that are delivered by the company in those on hold minutes. By doing so companies can save big time on advertisements on different media where they make a deliberate effort to reach their customers. In this case, the customers are trying to reach the company and when they make that effort, they are more receptive to the information that the company will deliver during that on hold time. These few minutes are valuable, because they are generated without having to spending extra money on it. We at global, on hold messages enable companies make the most of this quality time available to them by making them provide a solution to the customer that will effectively convert into one business or another, and thus increase the revenues. By doing so you can make your customers feel like king, and by capturing major market share, you as a company can become king in your field.
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on hold messages, on hold marketing,
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