When is the last time that you called your company’s 800 number? Many larger companies utilize an automated voice response system to answer their inbound calls, often times asking the caller to answer a handful of questions or sit through advertising messages. While a caller’s wait may be a smart time to insert a short advertising blurb to either catch their attention or inform them of a new offering, longer wait times commonly mean that callers are listening to the same advertisement over and over again by the time they reach an available operator. Hearing the same message numerous times can only put customers in a frustrated and angry mood even before they get on the phone with your customer service representative, which can result in fewer satisfactory customer experience and more conflict and unnecessary hostility.

On hold advertising fits into the category of “less is more” and is an easy fix—dial back on the amount of times each customer hears the advertisement and consider inserting calming music in its place. (Media Insider, 05.10.21)

Do you know how many customers your various advertising efforts are reaching or how effective those efforts are? H2R’s Marketing & Media Effectiveness Research answers these questions and more. Schedule a free consultation today or email us at info@h2rmarketresearch so we can send you more information.

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