According to Forrester Research, approximately 73% of customers believe that valuing their time is the most important thing that a company can do to provide them with good service. In the era of convenience and self-service, there’s a high likelihood that the customer who calls your helpline has already tried to solve their issue using the FAQs on your website or other sources. This means that by the time they reach your agent,
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They’re already frustrated and/or
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Their issue is complex and may require the agent to collaborate with another (or verify details while the customer waits on the line)
A phone conversation then becomes an escalation channel and customers expect frictionless, quick resolution. Although it may not be possible to circumvent hold time entirely, it is possible to make your customer’s experience as smooth as possible and ensure that they don’t dread calling your helpline in future. You could (and perhaps you already do) play hold music or pre-recorded messages for them. If you have multiple phone lines for each business, you can tailor their experience by adding a different sound track for each number that you own on Freshcaller. Here's a quick guide to this simple process.