Compelling On-Hold Messaging Statistics!
Have you ever had such a bad experience while calling a business that you chose to turn elsewhere? Maybe you have waited on hold for so long, listening to the same, generic music over and over, that you hung up before speaking to anyone. Odds are you’ve gone through this situation before, and not surprising, a lack of quality service over the phone can be detrimental to business over time. Customers have options, and they will call a business with better service instead of dealing with an annoying and frustrating wait.
If the thought of better customer service isn’t enough to convince you of the importance of On-Hold messaging, you might be interested in these statistics, which paint a pretty obvious picture when it comes to caller care.
50% of customers across age groups contact customer service through the phone. Hubspot’s survey findings show that despite the rise of the Internet as a communication channel, phone calls aren’t going anywhere soon.
70% of callers hang up within 60 seconds if they hear silence, and 35% won’t call back. This gives you less than a minute to answer the phone, or risk losing a potential customer for good.
Information on hold can keep a caller on the line for three minutes longer. North American Telecom’s study showcased the stark difference in caller experience between silence, and information.
Adding informative messages not only retains customers, but comes with even more benefits, for example:
15% of callers make inquiries based on the on hold messages they were listening to. Not only does On-Hold messaging help to keep customers on the line for longer, but they are more likely to show interest in the products and services you are promoting.
89% of companies with ‘above average’ customer experiences perform better financially than their competitors. Findings from HubSpot make the evidence clear: Happier customers lead to better business overall. And when fifty percent of customers prefer to call in for service, enhancing their phone experience is a no brainer.
The research doesn’t lie: professional On-Hold messaging leads to more satisfied customers, and higher financial performance than business competitors. Keep the customers calling in and turning to your business each time. Let On-Hold Marketing help! Give us a call at 1-888-466-4653 or send an email to customerservice@onhold.on.ca to get started today.
“Courteous treatment will make a customer a walking advertisement.” – James Cash Penney, Founder J.C. Penney Stores
“Compelling Statistics about On-Hold Messaging !”-Copyright 2023 – On-Hold Marketing Inc.