By Alli Hill
Ask your employees if they know what your customers are currently hearing on hold. Chances are, they’ll respond with something like music or messages. But how many of your employees will know specifically what type of music you’re playing or what those messages say?
It’s important you keep your team clued in to what marketing messages your customers are exposed to. Here are two reasons why:
First, the more obvious one - Getting a customer ask about something they heard on hold is part of the point of on hold marketing, and your employees should be prepared to answer. While on hold, the customer might only catch a few details of the message and relay that information as best as they can to the person who picks up the phone. So, if the customer can’t clearly communicate what they heard on hold, your employees might be able to piece it together - if they know what the customer might have heard.
And the second, not-so-obvious benefit - They can help you keep it current. Granted, you get those friendly update reminders from us in your inbox every so often, but how many times have you had Christmas music playing in March? It doesn’t present a professional image to talk about promotions that are over and done with, or to advertise products or brands that don’t exist anymore (and I’ve heard plenty of both while on hold with various non-Win companies).
Getting your employees at least somewhat involved in how you are marketing to your customers can help them prepare for potential questions, which sends your customer service in the right direction.