Increase Sales with Telephone On‐Hold Phone Messaging
Michael Rappaport, Chief Creative Officer, OMG National
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive About OMG National
Who is OMG National?
• Multimedia Marketing Firm
•Based in Plantation, Florida
•20‐Years Old, 40,000+ Clients Strong
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive About OMG National
• Focuses on Small Business Marketing Solutions. Up to 50% OFF on On‐Hold Products •Newest Products: Corporate Video and Facebook Business 10% OFF on Page. Video Products 10% OFF on •Core Product: On‐Hold Branding Products Telephone Message System. Free Consultation
NFIB Member Sales Line @ 800‐789‐4619, Option 3
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Section 1: Telephone On‐Hold Message Information
Did you Know?: 94% of all marketing budgets are spent on getting a customer to call; 6% is spent on handling the calls once it is received. ‐Inbound Telephone Call Center
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive What is On‐Hold to You?
Music? Directions?
Silence? Radio? Dead‐Air? Testimonials? Product Open Hours? Information? Marketing Space? Paid Advertisements?
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive An On‐Hold Message is…
A marketing strategy effective in increasing SALES!
Advertising Essential for 25 Years.
Professionally Produced Audio Program.
Used by Millions of Businesses.
Proven Approach to Marketing.
Valuable Campaign Companion.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Did you Know?
Callers stay on the line up to 25 % longer when provided with On Hold Messaging versus “dead air” or background music and 17% longer than radio. ‐Infomax, Inc.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive If You Answered…
Silence
Loss of 1‐on‐1 Advertising Time.
Major Cause for Hang‐ups.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive If You Answered…
Radio
Law Requires License.
Poor Quality / Annoying DJ’s.
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Music
Does Not Strategically Convert Customers.
Lack of Call‐to‐Action.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive What can happen to your customer when you press the HOLD button and they are not engaged?
1. Hang Up 2. Shop at Your Competition 3. Second‐Guess Your Service 4. Give a Negative Review 5. NEVER CALL BACK!
Did you Know?: 34% of callers who hang up will not call back. ‐Voice Response, Inc.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Did you Know?
34% of callers who hang up will not call back. ‐Voice Response, Inc.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive The 3E’s of On‐Hold Messaging:
Educate
Entertain
Enhance
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Educate
Content Topics •Business History. • Product/Service Description. •Promotional Campaign. • Industry News.
Unique Marketing Benefits: • Capitalize on Inexpensive Marketing. •Target Customers When Most Interested.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Entertain
Content Topics •Scenario Skits. •Unusual Company Facts. • Interesting Testimonial. •Strategic Music.
Unique Marketing Benefits: •Set Customer Mood. •Less Business, More Fun.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Enhance
Content Topics • Reassure Customer. •Express Gratitude. •Include Corporate Jingle. •Build Brand Awareness.
Unique Marketing Benefits: •Build A Positive Reputation. •Convey Professionalism.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Did you Know?
On average, 7 out of 10 callers are placed on hold. ‐PEW Research Center
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Section 2: On‐Hold Production & Maintenance
Interesting Fact: 41% of consumers have initiated a purchase over the phone in the last year. ‐American Teleservices Association
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Best Practices
•Strategic Marketing Experts.
•Professional Scriptwriter.
•Wide Selection of Professional Voices.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Best Practices
• Licensed Music Library.
• Knowledge of Your Industry.
• Installation Assistance.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Best Practices
Scripting Process:
•Gathers Your Company Information.
• Interviews You to Learn About Your Business.
•Scripts Copy and Sends You a Draft.
• Updates Scripts with Revisions or Corrections.
•Sends Approved Script to Production.
Typical Production Time: 5‐7 Business Days
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Standard Audio Choices
Voice Music Professional Blues Jazz Specialty Pop Easy Listening Character Country Rock Accents Classical R&B Foreign Language
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Equipment
•Latest in Micro‐Chip Technology
• Compatible with Existing System
•Scalable Structure
•Remote Load/Update System
•Warranty / Customer Service
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Did you Know?
Executives spend 15 minutes a day or 68 hours a year on hold. ‐ USA Today
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Maintain Your On‐ Hold Message
Why Should I Update?
• Keep Content Fresh.
•Seasonal Specials / Promotions.
•A/B Testing on Sales.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Maintain Your On‐ Hold Message
Types of Updates:
•Single, Quarterly, Semi‐Annual, Annual.
•Request Changes and Update System Yourself.
•OMG National is NFIB’s endorsed provider.
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Benefit Summary
Reduce Hangs‐Ups.
Market Products and Services.
Replace “Dead‐Air” or Ineffective Music.
Reinforce Promotional Campaign.
Establish Reputation.
Improve Sales. Increase Revenues!
Download slides at: www.nfib.com/onholdmessagingdeck Participate on Twitter: Follow @nfiblive and use hashtag #nfiblive Visit www.nfib.com/omgnational OR www.omgnational.com/nfib to learn more, including special discounted pricing for NFIB members.
Call Us Today: 800.789.4619, Option 3
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