Did you know that the average person will spend 43 days of his or her life waiting on hold? It's true, scientific fact.
That's a lot of time spent having to wait to speak to a customer service rep, listening to some third-rate cover of ‘Careless Whisper' or combination of sappy piano tunes and cheesy ads. Tormenting people with saxophone Muzak is no way to treat customers while they wait on hold nor is having them hear a repetitive pop song playlist for fifteen minutes straight. One study even found that particularly irritating hold music can cause a previously relaxed customer to become enraged. When we found out about this we were like, “Now just hold on a minute…” (pun totally intended).
Even in the age of live chat, social media, and virtual assistants, customers still want the option to call a support agent, whether that be to get help with a more complex issue or just to speak to a real human directly. Queue the hold music.
Though it's easy to get hold music wrong, with the right genre, tune, and lyrics it can have a number of benefits in service of customers. Research shows that 90 percent of customer callers actually prefer to listen to music rather than sit in silence when they're waiting on hold for help. In fact, leaving a caller on hold in silence results in call abandonment rates close to a whopping 75 percent. Hold music has been proven to make your customers' time waiting on hold more enjoyable, minimizing caller anxiety and reducing the chance they'll hang up as a result. That's why we hired a professional musician to compose a new song, one that the hold music-listening public voted as the best hold music.
Queue the music and give the song a listen:
This award-winning jam can now be yours—for your phone system, or for your ongoing listening pleasure.
