Sound Communication: The Holdcom Blog

How Message On Hold Music Can Work For You

Posted by Sioban Schmeding on Wed, Feb 03, 2016

The frustration felt while waiting on hold is universal. Frustration can easily build when the caller is forced to listen to robotic recordings and lame elevator music. Too often hold time is time- consuming and impersonal. The time on hold is inevitable, but eliminating the impersonal quality of the voice scripts and irritating music will counter balance this frustration

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Tags: on hold marketing, Message On hold, Music On hold, hold music, on hold

Achieve Great Customer Experience with Sound Audio

Posted by Sioban Schmeding on Tue, Jan 26, 2016

The customer experience often begins before a caller speaks to a live representative of an organization. Voice prompts, hold messages and voicemail are key tools in branding an organization and building loyalty among consumers. Understanding the role of professional audio in the customer journey allows companies to develop content strategies that complement business goals and aid customer satisfaction. There are primary steps in achieving marketing strategies that reinforce goals and aid customer satisfaction.

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Tags: customer experience, audio marketing, voice prompt

Building Your Brand Image On-Hold

Posted by Harvey Edelman on Thu, Jan 14, 2016

You spend a fortune on your advertising and marketing plans--social media, print, maybe even radio and TV to promote your brand and drive customers to your website and facility Advertising and marketing promotions encourage customers to call your business, but if you're not enhancing your customer's experience throughout their journey, you're wasting all that money.

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Tags: audio branding, marketing, audio marketing, MOH

Expanding Business Using Multilingual Marketing

Posted by Sioban Schmeding on Tue, Jan 12, 2016

Wouldn't it be awesome if everyone on the planet spoke the same language? Marketing to a global audience requires breaking language barriers.  As an expanding business, it's important that your customer support system and marketing materials are consistent. As an expanding business you can't sell a product to clients who use another language without also offering foreign-language support.

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Tags: Message On hold, marketing, video, audio marketing, voice prompts, Multilingual

Voice Prompts, Message On Hold, and the Customer Experience

Posted by Sioban Schmeding on Thu, Jan 07, 2016

Your customer has a busy day. One of his kids was sick this morning, a tire was flat on the car, work at the office is piled up after a holiday, and the office fridge isn't working so he had to go out for lunch. On top of all that, he must call your company today and he's likely to have to spend some time on hold.

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Tags: customer experience, Music On hold, voice prompts, voice prompt, MOH, voice, on hold

4 Tips for Improving Your Remote Customer Experience

Posted by Harvey Edelman on Thu, Dec 31, 2015

What defines customer experience at your company? Many businesses define customer experience, brand identity and recognition from the moment a customer comes within sight of a business location. Physical branding (the look, feel, and experience onsite) follows common sense and easily tested systems, but extending the branding experience to people off-site through your website and telecommunications access often overwhelms business people. 

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Tags: audio branding, marketing, audio marketing, voice prompt, MOH

Customer Service: Reminders for Facing Angry Customers

Posted by Sioban Schmeding on Wed, Dec 30, 2015

Negative people are like the pimple that grows smack dab in the middle of your face for before a public appearance; they show up unexpectedly and completely uninvited. The sad truth is that no matter how professional you are, how perfect your presentation is, or how many people come to you with positive feedback, there will be one client who notices the minor blemish and can't express the problem kindly. Although seen more so in face to face interactions, such situations can happen via the phone system as well. How? Well let's say a less than pleased customer is calling due to an issue, or they're confused about an aspect of your business and need clarity, but they're put on hold for quite some time or your menu options are too vague. Well, this just frustrates the customer more. It's too easy for a less than positive spark to ignite a full-blown negative situation, especially since the already upset caller will target you for everything that has frustrated them in the process of reaching you. Are they complaining your on-hold message is too short or the music is tacky? When selecting a voice prompt, was there not enough information in the menu they selected? They will literally throw everything they can at you, even if it initially has nothing to do with why they called. But if you reveal the darker side of yourself, you can say goodbye to a good business reputation. It's important your customer service skills shine even for the most negative of people. So how can you graciously assist an angry customer while keeping your best self in check?

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Tags: voice prompt, MOH

What Your Holiday Phone Recording Should Say

Posted by Harvey Edelman on Wed, Dec 23, 2015

Shoppers and busy bees seeking to check off everything on their to-do lists in the quickest way possible are in full swing during the holiday season. No one wants to spend hours on hold listening to dull phone recordings when they could be enjoying that time with their family and closest friends during this season. Effectively directing calls through calling systems under pressure is crucial to maintaining everyone's satisfaction throughout this season.

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Tags: holiday, Messages On Hold, voice prompt

How Your Callers Spend Their Holidays On Hold

Posted by Sioban Schmeding on Thu, Dec 17, 2015

"To succeed, you must have tremendous perseverance, tremendous will. ‘I will drink the ocean,’ says the persevering soul; ‘at my will mountains will crumble up." ~ Swami Vivekananda

Your customers should not have to conjure up this kind of will power to sit  through a Holiday Message On Hold and Other Phone Recordings.  Unfortunately, because of call volume,  very few callers would get help at all if they weren't put on hold. There has to be a balance between customer care cost and effective customer service. So what can a company do?

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Tags: holiday, audio marketing, Messages On Hold, Music On hold, on hold

Message On Hold: The Holiday Marketing Tool You Forgot

Posted by Harvey Edelman on Tue, Dec 15, 2015

The holidays are a crazy busy, stressful time for everyone--the "goodwill towards men" part seems to come after they've found that one sold out toy, mailed packages, and rehabbed the tree after the cat knocked it over. Don't let your holiday Message On Hold add to your customer's frazzle factor. Your Mesaage On Hold  and voice prompt phone recordings are always important, but are a crucial factor during December. 

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Tags: on hold marketing, Message On hold, marketing, holiday, Music On hold

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