On Hold Marketing challenges can be overwhelming for national brands with multiple systems in multiple offices in multiple locations. How do you stay on top of the challenges and ensure that your company is out ahead of them?
Every day, On Hold Company Vice President of Sales Timothy Jackson talks to national brands facing on hold messaging challenges. Here are the challenges he addresses most often – and the solutions he advises.
Unless you pick up the phone and call your company, how do you really know what’s being played for your customers while they are on hold?
This message was brought home to me recently while dealing with a company with 200 locations. They were working with a different on hold messaging service and told me,
We tell them that we want a message played during specific hours at certain locations, but we don’t know if it’s actually getting done unless we call.
And no marketing manager has time to call 200 locations to ensure their instructions are being followed.
We use the term ‘invisible’ to describe the inability to know what message is being played on hold at any given time and at any specific location. And invisibility can be a real problem. For example, many of our customers want a specific message, music and voiceover playing on hold during the holiday season. But no one wants Christmas music playing January 2. However, invisibility can allow that to happen.
There are many factors that can contribute to this problem:
These factors create a large margin for error making it nearly impossible to ensure a ‘go live’ date and time for your on hold messages.
Whether a company grows through acquisitions, mergers or new builds, the marketing manager can inherit equipment, vendors and out-of-date marketing messages. These “hand me downs” quickly turn into a standardization nightmare.
This may be the biggest challenge on this list and I’ll sum it up by giving two examples that I hear on a consistent basis:
Businesses are either struggling to ensure that their brand message is accurately and consistently deployed to all locations, or, They have multiple brands under their umbrella and there needs to be site specific messaging.
If you consider the challenges listed above, it becomes clear how difficult it can be to achieve brand uniformity without a robust enterprise level solution. Let On Hold Company help you overcome these challenges.