Messages on Hold
Messages on hold are custom messages about your business – scripted and produced in house. Your messages on hold are golden opportunities to strengthen brand awareness, and effectively communicate key information to your callers.
The bad reputation of message and music on hold services is well deserved. Public perception of on hold audio is ‘boring, repetitive and never changing’. Competitor’s audio files start at the beginning each and every time a call is transferred, intensifying the frustration of waiting callers, who hear the same on hold message over and over again.
In their 2020 CX trends report, Zendesk found over 50% of surveyed customers responded that long hold times are the most frustrating aspect of a customer service experience. On top of this, around half of those surveyed said that they would switch to a competitor after just one negative customer experience.
Captivate Connect technology casts off those perceptions. With ever changing audio, dynamic start points, and capacity to update messages every day – effortlessly – waiting on hold with Captivate is engaging, enjoyable, and educational.
In customer research, 54% of interviewees stated that while being on hold, hearing the phrase “We value your call” was a non-starter*. Generic, repetitive, and altogether boring, it shows a lack of value for the customer’s time and patronage.
With Captivate Connect, every voice message script is created in collaboration with you to align with your business’s marketing strategy. On hold messages for your business are delivered as a unique experiences to encourage caller engagement, and improve overall customer sentiment.
With a range of voiceover talent from Australia, the US, Europe, South Africa and more, and over 20 years’ experience in the industry, Captivate Connect are the experts in on hold messaging solutions for businesses worldwide. Let us help you in building brand awareness, credibility, and loyalty.
News on Hold
News on Hold is an exclusive daily updating service including the latest news, sport, weather, and on this day in history facts. News on hold content is able to be inserted between your on hold messages and promotions to create a unique call experience, keeping your callers engaged as they wait in the queue. These content items are tailored to industry verticals and are selectable by you.
The daily updating content effectively breaks up the repetitious messages playing on hold. The news on hold solution aims to keep your businesses on hold audio relevant and appealing to your callers; a key feature to improve customer experience.
In traditional media terms, by placing your company promotions between the headlines, weather, and sport in the hourly news, you will pay a premium for the ad spot. Your promotion is in ‘prime time’, where it will receive the most views. Captivate places your company ads in prime time all day, every day.
News on hold benefits
- – Daily refreshed on hold audio
- – Enhances the call experience
- – Creates a higher level of engagement from your callers
- – Positive content causes an elevation in a caller’s mood
Captivate Connect delivers advanced on hold additional services to help businesses reduce perceived call wait times and enhance the on hold experience.
A Call Back allows you (the business) to offer a call back option to waiting callers. In this option, the caller simply leaves their name, best contact number, and a short message which is sent to a nominated email for your business to action.
The Captivate call back option is flexible- Captivate can offer the option at predetermined times. A fixed offering of a call back after a wait time if 10 seconds appears impersonal and hasty. With Captivate Connect you can choose to offer the feature after 3 minutes of queue time, as an example.
The Quiz solution allows callers to play a generic or customised quiz while they wait on hold. This will inject excitement into the call experience and lead to improved customer satisfaction. At this time, you will gather data on your customers, helping you to understand their preferences, desires and urgency. Captivate Connect provides a ROI for your on hold investment.
Text a Brochure enables your business to send a caller the link to your brochure, or a link to your App for the customer to download. Compare the cash and environmental cost of printing and distributing a brochure to the digital equivalent. All completed without human intervention!
Let us help you bring your ideas to life. Get in touch with our team today to find out more about our additional services, and discuss the best options for your business. No one knows your business like you.
Call us now on (08) 9368 7500 for a chat with one of our experts, or get in contact via our form.
* Research undertaken at the University of Western Australia, March 2021