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customer experience message on hold

The MOH Client Relations Trade Secret

Experience tells us day in and day out that “there is no magic word,” no abracadabra or panacea to solve our troubles; we must rely on hard work and dedication to overcome life’s obstacles.

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customer experience marketing message on hold

On Hold Experiment

Holdcom was recently involved in a fantastic customer service experiment. One of our long time clients hadn’t updated their message on hold program in over a year. Since the majority of their callers were return customers, they were curious whether their customers listened to the message or “tuned out” while waiting on hold.

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customer experience marketing

Walk in your Customer’s Shoes (and Listen to their Auto Attendant)

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customer experience

Customer Service Message on Hold Tips

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customer experience healthcare IVR

5 Ways IVR Can Improve the Healthcare Industry

Interactive Voice response or IVR, is a form of human-computer interface which takes its input from voice and keypad commands. Compared to a phone menu, call tree, or automated attendant, an Interactive Voice Response system is put in place to actually receive data, process it, and deliver meaningful value to the customer.

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branding customer experience marketing

Brainstorming Your Branded Content

Branded Content has become more complicated over the years. However, it can open so many doors for businesses of any genre. Articles, videos, podcasts, and other live elements are what makes a nice batch of Branded Content. The overall key of Branded Content is to grab the attention of the consumers of today and drive engagement through content. This type of engagement will allow consumers to be either entertained or can teach them valuable things.

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customer experience healthcare resources

Healthcare: How Your Staff’s Attitude Can Cost You

A bad review by a critic can make or break an actor or chef’s career.  With the advent of social media and sites like Yelp, Foursquare, and Angie’s List, anyone with a smart phone and a bad experience can change the way your clients feel about your business.  Reviews are popping up in all types of apps and for all types of business.  From rating your Uber driver to your visit at the doctor’s office.  With the changing technology, a bad office visit isn’t just between the patient and the office, but available to everyone who knows how to use Google. You can be the best physician in the world, but if your office staff isn’t acting appropriately you’re going to lose patients. 

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branding customer experience tips

How to Create Loyal Raving Fans and a Backstage Account of a Song Parody

In life, imitation is the sincerest form of flattery. In business, getting a referral or testimonial, is the highest form of flattery, and is the currency on which you build your reputation. The better your reputation, the easier it is for your front-line staff to do their jobs and add to your growth. 

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branding customer experience tips

Customer Experience & Pokémon GO

With all the news and excitement around the success and popularity of Pokémon Go, you may not recall it started as a humble card game back in the 1990’s. It wasn’t your average game. This game included capturing mythical creatures and battling your friends.  The game was simply called Pokémon.  Now updated for smart phones as an app, Pokémon Go isn’t exactly the same game that we all remember. Pokémon GO has evolved to meet current times. Being called a “free-to-play location-based augmented reality mobile game… released in July 2016” according to Wikipedia. There are mixed reviews about the evolved game, but there are valuable elements that can used to enhance the customer experience

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customer experience IVR resources

Voice Assistant Technology and its Part in Customer Service

Once relegated to the realms of sci-fi and seemingly far-fetched movie plots, voice assistant technology is now a huge part of the customer service experience. It works inconjunction with your Interactive Voice Response, known as IVR, to increase efficiency in your company’s communication, making it ideal for customer experience strategies.