VoIP Problem

If you work in marketing, you likely have marketing-centric goals and priorities.

And it's just as likely that your company's I.T. staff doesn't share those goals and priorities.

That can present a problem if you value the timeliness and flexibility of On Hold Marketing, but have a VoIP telephone system.

Here's an email we received from a client. (She's a Marketing Specialist at her company's corporate office.)

I spoke with [our I.T. Manager] briefly in the hallway:
He has not yet uploaded the previous on hold messaging update.
With that in mind, I feel like we need to hold off on [content] updates for a bit.

That company has more than 25 locations. They take several hundred phone calls each hour about their products and services. They use their On Hold Marketing to deliver season-specific messages to potential buyers.

But because I.T.'s schedule and/or priorities didn't align with Marketing's, the company may miss opportunities to share valuable information with its callers.

If you're considering a VoIP telephone system, please let us know. We don't sell VoIP systems, but we can make recommendations that will allow you to take full advantage of both VoIP technology and your On Hold Marketing. We can also work with your I.T. staff to make uploading your On Hold Marketing updates on time as easy and convenient as possible.

Talk with your BusinessVoice Account Manager or contact Steve Evert at +1 800.473.9005 or This email address is being protected from spambots. You need JavaScript enabled to view it..

RELATED POST: 3 Things to Look for When Switching to VoIP

 

Audio Logos

People are busy. They're also exposed to a lot of marketing messages.

That means it's tougher than ever to make a lasting impression on your audience.

But there is one way to leave a mark on their memories. It's quick, it's unique, and because it's audible, it doesn't require visual engagement.

It's an audio logo.

Also known as a sonic logo, sound logo or audio mnemonic, it's a brief sound or combination of notes that's used as a branding element.

An audio logo can help create instant recall of your brand. Need proof? Listen to the quick montage of famous audio logos in the video on the right. 

If you're like the majority of people, you can identify most or all of the brands those quick sound bites represent.

Why You Need an Audio Logo

An audio logo helps a product or company stand out, and can create real value for a brand. It can be used as an element in commercials, on a website, in On Hold Marketing, and anywhere else audio files can be played. Our in-house musicians, recording engineers and Creative Consultants can develop an audio logo for your brand.

It begins with a conversation about your brand identity and what you want to convey to potential customers. Then, our team works together to create an audible representation of that identity.

For more details, This email address is being protected from spambots. You need JavaScript enabled to view it. or call +1 800.473.9005.

 

Callers On Hold

You want to believe that your company doesn't put callers on hold, right? Or that you only keep them on hold for a very short amount of time.

But is that really the case? And, if not, what is that miscalculation costing you?

We spoke with a marketing executive from a national auto parts retailer about her company's On Hold Marketing needs. "We don't put people on hold," she replied. 

We hear that a lot, actually, but we had a hunch that it wasn't an accurate perception, so we conducted an experiment.

We called a dozen of the chain's locations in different cities and recorded our conversations with the counter people. You can listen to one of those calls in the video on the right.

The total hold time in that call was 3 minutes 51 seconds! Other hold times lasted over three minutes as well, and the average of the 12 calls was about 90 seconds.

The silence is almost hard to take, isn't it? It's uncomfortable. And listening in, you don't know if the caller has been disconnected or not.

That Silence Represents Missed Opportunity

Every day, this company loses countless chances to cross-sell and up-sell to customers, reinforce its unique value to callers, and improve the customer experience. All because they don't have an accurate perception of their hold times.

Even if your average hold times actually are short, some callers may be forced to stay on hold longer now and then. Our On Hold Marketing makes the most of that time for both your callers and you.

We Can Make a Difference

We're ready to talk about turning your silent hold time into a valuable marketing opportunity. Contact Steve Evert at +1 800.473.9005 or This email address is being protected from spambots. You need JavaScript enabled to view it..

Google Change

You can't ignore how prevalent mobile Internet use is, mainly because the world's leading search engine isn't ignoring it. (Check the stats here.) 

Google will implement a change on April 21, 2015 that will impact how easily your website is found by people conducting online searches with a smart phone or tablet. Yes, change can be frustrating and even costly, but there's sound logic behind Google's shift. Plus, it represents an opportunity for you to move up in search results, while those who ignore the change are sure to slip in the rankings.

Read this WebArt blog post to learn what Google is doing and how you can benefit from it.

Inside the Box

In a February 2015 AdWeek interview, Cadillac's Chief Marketing Officer Uwe Ellinghaus was asked why his brand would not be taking on the better-selling German luxury vehicles head to head.

His answer: "We need to build the brand on things that make it different [from] the Germans."

Some On Hold Marketing companies provide a generic list of messages to all of their customers that are in the same vertical market, and then say "Choose a few of these and we'll use them to put together your next OHM production."

But your brand is unique. It deserves more than "what everyone else is getting."

And it's worth the effort that's required to elevate it.

Differentiating your company. Creating memorable impressions. Those are custom processes; solutions that can't be selected from a communal list.

It may be quicker and easier to follow in the footsteps of competitors, but it won't help you stand out from that competition or allow your brand to make its own impression on your shared audience. (We can.)

To learn about a custom On Hold Marketing program for your company, This email address is being protected from spambots. You need JavaScript enabled to view it. or call +1 800.473.9005.

Connect

Your company's average hold times may be pretty short.

But what about those instances when you keep callers on hold longer?

I called a national office supply chain store earlier today, and was put on hold for six minutes.

It wasn't the length of the hold that bothered me. It was how this huge company had clearly not thought about their callers who hold for longer than 30 seconds.

Here's what I heard: "Thank you for your patience. We apologize for the delay. Your call will be answered momentarily." A slow, schmaltzy piano tune played for half a minute. Then, the same message and the same 30 seconds of music repeated. ELEVEN TIMES!

Not only was the repetitious audio irritating, it was a waste of my time, and a wasted opportunity for the company. Their single message delivered no useful information. It didn't provide insight about products or services. There were no helpful tips. No advice on how I could save money with them. Nothing about any added value they offer.

And the company threw away a six-minute connection with a customer. Not only did they miss the chance to build stronger ties with me, they forced me into an annoying, negative environment.

No matter how short you think your hold times are (and they're probably longer than you'd like to think), why risk wasting that kind of opportunity? Even if your hold times actually are short, your frequent callers are sure to be alienated by On Hold Marketing that isn't designed with their experience in mind.

Every touchpoint is a chance to build love and loyalty for your brand. Take full advantage of it. This email address is being protected from spambots. You need JavaScript enabled to view it..