Why Being on Hold is a No-No

Being put on hold is a common experience that customers face when they call businesses. However, it is also one of the most frustrating experiences that customers face. According to a study, customers who hang up after being on hold  are more likely to switch to a competitor¹. This is because waiting on hold can be a waste of time and can lead to a negative customer experience.

One of the reasons why being on hold is annoying is that it can feel to be a waste of time. Customers may have to wait for a long time before they can speak to a representative who can answer their questions, and being passed between staff members or reminded to go on line can cause even more issues.

What the alternatives to holding callers, bar employing more agents?

Call-backs: Instead of making customers wait on hold, businesses can offer a call-back service. This allows customers to leave their phone number and receive a call back from a representative when it is their turn to be served. This can help to reduce wait times and improve the customer experience. You have to remember however that offering a call back and not being able to do it creates an even worse impression!

 Live chat: Businesses can offer a live chat service that allows customers to communicate with a representative in real-time. This can be a more convenient option for customers who do not want to wait on hold or who prefer to communicate in writing.

 3 Self-service options: Businesses can provide self-service options that allow customers to resolve their issues without having to speak to a representative. This can include providing options for simple voice transactions (such as renew my membership, or to pay a bill) through an automated platform with no agent interactions.

 These alternatives can help to reduce wait times and improve the customer experience. However, it is important for you to know your customers, their needs and what is available now and how additional features can be layered in.

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