How Can Music Improve Your Customer Relationships?

Submitted by Dan Faraldo in Customer Service, Industry News, MeloTel Features

Who doesn’t love music? For most people, life would be pretty boring without it. Music is more than just rhythmic sounds that encourage us to sing in the shower. Music provides us with long-lasting memories about the special moments in our lives. For example, all married couples have wedding songs. In fact, you don’t have to be married to have a special song that speaks to your romantic relationship.

Look at sports. The recent Toronto Raptors NBA Championship win has inspired countless new tracks celebrating the city and all of the amazing accomplishments of the team. Music can be very important to your business as well. Name an advertisement that doesn’t include any music. There aren’t many, are there? Even when it comes to putting your customers on hold, music is incredibly important.

Music keeps people on the line.

Silence can be deafening. It’s not just some saying or an old cliché – it’s an important thing to keep in mind to help your business gain a better reputation. When your callers are placed on hold and hear nothing but dead silence, it’s as good as hanging up on them. To ensure they don’t disconnect the line, give your callers some music to listen to when on hold.

“Silence causes people to think they’ve been hung up on, or have lost the cell phone signal,” notes Easy On Hold, “Radio can deliver noise, unpleasant talk and worst of all—advertising (even for your competitors). These frustrations cause a higher rate of call abandonment. Today’s callers quickly go elsewhere when they don’t get what they’re looking for right away. Companies that think they may be losing sales to call abandonment are probably doing so.”

On hold music fosters better customer relationships.

Believe it or not, many callers to businesses want to hear music when they’re put on hold. Not on only does it prevent them from hanging up, the on hold music they hear can often be very entertaining.  Helping your callers to get lost in some cool sounds can help them to be in better moods when your phone agents return from the holds. This inevitably improves your customer interactions.

“It has been shown consistently that callers will remain holding on the line much, much longer if they are, for lack of a better term, being entertained,” informs CONNECT, “Not only will the caller remain holding on the line longer but they will also be less aggravated upon your return to the call.”

Custom hold music serves as a great marketing strategy.

Who says your on hold music has to be music you can hear on the radio? Customizing your on hold music by turning it into brand messages can work wonders in promoting your company’s products and services. It turns hold time into a great advertising opportunity!

“There’s definitely a vibrant marketing channel available through your phone’s hold button,” says Easy On Hold, “There, callers who are already interested in your products and services are waiting to hear what you can do for them.”

With MeloTel’s cloud-hosted Commercial Phone Services, you automatically receive a Custom Hold Music option! For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!