In your business, every second counts. Especially in New York. When it comes to customer service. And in a world where every consumer has a phone in their pocket, more of those minutes depend on the “customer experience” when they call you. Long Hold Time can be “the beginning of the end” of a profitable phone call.
Long Hold Time: it happens everywhere
Think about your own experience, not only calling your bank or the dreaded New York “cable company,” but calling other businesses in your area. Over half of business owners say that they are struggling to find employees (Ramsey Solutions). You can probably relate to this number.
In fact this is even more serious when it comes to customer service. Research conducted by the New York Post reveals some eye-opening statistics: 60% of customers admit to changing their mind about purchasing a product or service due to a slow or poor customer experience, while a staggering 57% find long hold times frustrating when trying to reach a business. What’s even more concerning is that, on average, callers are kept waiting on hold for a whopping 90 seconds.
Hurting your business
“Hold time” isn’t just inconvenient. It’s hurting your business. Not only does it annoy customers, they it can lead to lost sales and damage your brand reputation. Customers who are forced to wait too long on hold may become frustrated and decide to take their business elsewhere. It’s a sobering reality for businesses that rely on phone support as part of their customer service strategy.
Silver Lining
However, there’s a silver lining amidst these daunting statistics. Research suggests that hold time feels shorter and is less irritating when callers are provided with interesting and engaging information while waiting. This underscores the importance of keeping callers engaged during hold times. Instead of subjecting them to mind-numbing elevator music or repetitive messages, consider using this time as an opportunity to share valuable insights, promotions, or even entertaining anecdotes about your business.
Start helping them
By keeping callers engaged and entertained, businesses can turn what might otherwise be a negative experience into a positive one. Not only does this help to alleviate customer frustration, but it also presents an opportunity to showcase your brand’s personality and values. Engaged callers are more likely to remain on the line and complete their inquiry or purchase, ultimately leading to higher customer satisfaction and increased sales.
It’s what you do next that makes all the difference. When you give the New Yorkers whi call you more than silence, more than dull music on hold, you can not only retain customers, but enhance their overall brand experience. Time is money. When your phone rings, every second counts.
Interested in reconnecting with your callers? Find out about how Informer Messages on hold can help. Call our Manhattan Messages on hold center at (212) 355-6980. Nationwide call us at (800) 862-8896. Or click here to email us.
