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Advertel Customer Shares Positive Experiences with On Hold Messages

TMCnews


Featured Article


February 25, 2011

Advertel Customer Shares Positive Experiences with On Hold Messages

By Susan J. Campbell, TMCnet Contributing Editor


Whether you are a fan of on hold messages or not, they actually serve an important function for any company who receives calls from customers who must be put on hold for whatever reason. And, while the company may be able to get to that customer in less than a minute, that time is captivated attention from the customer in which messages could be specifically tailored according to that customer. 



Advertel (News - Alert) is one player in the on hold messages space and recent testimonial from Greg Wadlow of the Monte Cellos Restaurants provided some insight into why his company leverages on hold messages and what this focused customer attention can mean for a company. Wadlow has been an Advertel customer for nearly 25 years and enjoys such options as Ads on Hold. 

According to Wadlow, Ads on Hold is used to provide information to customers. This information may include upcoming events, available services, etc. He understands that customers sitting in silence can seem like an eternity, even if it really is only a few seconds. By providing information through on hold messages, Wadlow and his company can improve the overall interaction experience for the customer. 

When asked if people buy from the specials that they hear in on hold messages, Wadlow highlighted that they don’t necessarily buy from the specials, but they get a lot of information for booking parties for holidays, graduations, catering events, and things like that. This is a key focus for the restaurant to enhance its business. As a customer service tool, Wadlow relies on the on hold messages to communicate to new or prospective clients how they focus on customer service and the capabilities they offer. He believes that the message that the restaurant will take care of its customers starts with the first phone call. 

Monte Cellos Restaurants is also using another Advertel service, known as Please Holders, which answers the call for the restaurant. This feature captures the call so all human assets can focus on the needs within the restaurant itself, while the customer still receives quality customer service. Wadlow also shared that Advertel and its on hold messages help to portray the brand image that the restaurant tries to create. 

In addition to providing information, the on hold messages established by Advertel also help to provide answers to frequently asked questions. Wadlow feels this added service has enhanced his business and delivered even more value to his customers.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny







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