5 Ways to Make your Customers’ Phone Support Hold Time Better

#1: Let them turn the hold music on or off Don’t put them on hold.

#2: Have a message tell them you care about their call Don’t put them on hold.

#3: Tell them that they can find help on your website Don’t put them on hold.

#4: Tell them where they are in the call queue Don’t put them on hold

#5: Don’t put them on hold.

Hold sucks. If Zappos can answer calls in 20 seconds, so can you. If you can’t, maybe you shouldn’t be doing phone support.

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If something unexpected comes up and you do have to put folks on hold, list current hold times on your website like Sonic.net does.


Phone photo courtesy of Mollybob

 

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