Phone messaging might be one of the most effective ways you can deliver “the right message to the right people at the right time.” Why? Think about it. Today, consumers shop online. But unless they’re buying something simple like a blender, nail polish or ear buds, they only shop online. They educate themselves, they look at specs, and they look at reviews. But for more complex purchases, they actually don’t buy on your website.
Your website probably isn’t set up to sell everything you offer with a click. So your phone rings when the shopper is getting ready to buy.
Sound familiar? Then read on if you want to help the shopper buy.
Phone Messaging Basics
When you’re thinking about messages for your phones, there are two basic types:
- Greetings and prompts: these are the first thing that your telephone callers hear when they call you. Greetings let the caller know that they’ve reached the right place, and help you make a professional “first impression.”
Prompts get down to business: they help your caller reach the right person or department. We’ve all heard them:
“For sales press 1
For Customer Service press 2
For Accounting press 3.”
This kind of prompt is uses with an “Auto Attendant.” Some help speed us on our way. Others make our lives miserable with multiple “levels” of options that seem to take forever to navigate.
- Messages on hold: these are different from Greetings: they’re what callers hear either when they’ve made a choice from the Auto Attendant options and have to wait for “The next available representative” or if they’re asked to “Please hold.”
Which phone messages do you need?
Actually, both.
You want to make a great first impression.
But now that your sound more professional, why not show your caller how you can help them best? That’s what well planned and written on hold advertising does.
Well planned?
Well planned hold messaging considers
- Who is calling?
- Is this their first time calling? Or are they existing customers?
- What do most of your callers want or need?
- How can you help them best?
Understanding the Customer Journey makes it much easier to plan your messaging so that you’re talking about the right information to the right people.’
The secret
The secret to successful marketing messages is: tell your audience about what they’re interested in. Help solve their problems. Provide helpful information. Start providing value from the start when you plan your script.
Writing successful on hold messaging is simple. But it’s not easy. Follow these simple ideas and yours will get you the results you want.
Have questions about phone messaging? We’re happy to help, or even look at your script for you, in free 15-minuite Discovery Session. Email us, or call right now and let’s get to work: In New York call (212) 355-6980. In Connecticut call (203) 655-3920. Nationwide call us at (800) 862-8896.
