You know what it’s like to be on hold. Sometimes it’s for a few brief seconds and other times you feel like you’ve been waiting for an hour.
Improving Hold Time Experiences
If your customers have to be on hold, why not decrease the perception of the wait time with on-hold messages? It’s a great way to provide useful information while your patients are on hold. It also helps them know what to expect and be more informed consumers.
What to include in your on-hold messages.
There’s no right or wrong answer, but there are some common sense things to include:
Mention office hours.
Share your locations, especially if you have more than one office.
Direct them to your website where they can get the information they need.
Payment policies. Do you expect payment and/or copays at the time of service? Do you accept credit cards, FSA or HSA cards?
Consider using the message to promote other services that you offer:
Talk about the benefits of lotions and creams that you provide.
Suggest sandals or shoes for your diabetic patients.
Provide relief from pain or reduce foot fatigue by offering custom orthotics.
Promote pre-molds to youth and adults who are active.
Tell your patients that you offer foot and ankle braces.
Your patients may not know all the services you provide. Use your on-hold messages to share this information and encourage your customers to inquire about these additional services. Be sure to include a call-to-action. It may be something like “Ask our staff for more details” or “Talk to your doctor about options that are best for you.”
As a manufacturer of custom orthotics, we have a passion for creating high-quality custom orthotics and AFOs. Our customer service reflects our commitment to living our mission to Serve Others, Love Others in everything we do. At SOLO, we answer to a higher calling.
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