Top VoIP tips to enhance clients’ on-hold experience

Posted on Wednesday May 17, 2023

One of the most overlooked aspects of customer experience is the on-hold experience. When clients are put on hold during a call, businesses often miss the opportunity to engage and impress them. Fortunately, by making the most of the following Voice over Internet Protocol (VoIP) features, you can turn those moments of waiting into valuable interactions that leave your clients feeling satisfied and valued.

Customizable on-hold messages

VoIP systems offer the ability to customize on-hold messages that can make clients’ waiting time productive. Rather than subjecting callers to monotonous music or repetitive messages, you can create tailored messages that engage and inform clients. By utilizing this feature, you can share important updates, promotions, or interesting facts about your business’s products and services.

Call queuing

One of the frustrations clients face when placed on hold is the uncertainty about their position in the queue. VoIP systems address this issue with call queuing, which provides callers with relevant information, such as their position in line and estimated wait time. This feature enhances transparency and manages client expectations, reducing frustration and creating a more positive on-hold experience. Clients feel informed and empowered, knowing their time is respected.

Interactive voice response (IVR) systems

With IVR systems, you can create customized menus and options for callers to navigate while on hold. By implementing IVR systems within VoIP technology, you can provide self-service options for clients, such as checking account balances, retrieving information, or scheduling appointments. This not only improves efficiency but also empowers clients to find answers to their queries independently, saving time and creating a sense of control during the time they're on hold.

Music on hold

While traditional on-hold music can be uninteresting, VoIP systems offer the flexibility to select music that aligns with a business's brand image and customer preferences. Choosing appropriate and enjoyable music creates a pleasant atmosphere, reducing stress and improving the overall on-hold experience. Additionally, some VoIP systems allow businesses to personalize music choices based on factors such as caller demographics or the purpose of the call, further tailoring the experience to the caller's preferences.

Callback functionality

Instead of keeping clients on hold indefinitely, you can offer them the option to request a callback when an agent becomes available. This feature eliminates the need for clients to wait on the line, allowing them to continue with their day while ensuring that their call is prioritized. By providing this convenience, your business can show its commitment to excellent customer service, enhancing satisfaction levels and customer loyalty.

The on-hold experience is a crucial touchpoint in customer communication, and with the advancements in VoIP technology, your business has the opportunity to turn these moments into valuable interactions. If you want to learn more about the power of VoIP and how to leverage it for your organization, call us today.