Having an on hold or IVR system is a great way to keep customers happy and minimize cost to your company…if it’s done correctly.
A friend of mine recently told me a story of a client of his who had an on hold marketing system. The system was easy to use and inexpensive. The company in question simply connected a local radio station to their phone lines so that when customers were put on hold they could at least listen to the radio. Of course we think that playing music to help user experiences is great, however, the execution wasn’t so sexy.
The problem with this type of system is that the business itself doesn’t have control over the content that is playing on their phone. For many businesses this could mean that a commercial for a competing business could end up on your phone. Of course for my friend’s client this is exactly what happened. The business owner of course had never thought of it but is now well award of the quote “you get what you pay for”.