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Insights while listening to hold music
What do your customers or potential customers experience when they try to contact your company? Consider calling in from an outside line sometime.
I have been listening to the same 15-second loop of muzak for what seems like hours. At least it is not objectively unpleasant—in the past, I have been subjected to a fading, staticky transmission that seemed to have been intentionally designed to get customers to hang up. I have been “transferred” to lines that never pick up, not even by a voicemail. I’ve gotten “For X, please press 6” options that hang up the call. And I’ve ended up shouting account numbers over and over at so-called voice recognition systems that don’t recognize voices.
I recommend periodically checking out your firm’s automatic replies, the website access portal, the outgoing “please leave a message at the beep” recordings, etc., and to make sure that anything that is not a positive representation of your business is modified. A few tweaks might bring in more business (or keep repeat business).