Finally, you can delight every caller while increasing your sales and brand loyalty, regardless of your phone system limitations.
Despite the feature-rich capabilities of new phone systems, the caller on hold experience has become an unfortunate afterthought. With 70% of business phone callers placed on hold and 60% saying they would hang up if they have a negative on hold experience, it is hardly surprising that this situation has impacted the bottom-line of many businesses and become a ‘headache’ for many telecom and service providers.
CUBE is the world's most advanced and future-proof delivery platform for digital customer experiences: in-store, on-line and on-hold. CUBE started in 2011 by listening to, and addressing the needs of world-leading Music on Hold (MOH) and In-Store service providers and content libraries. Today, CUBE installations and applications are delivered in 60 countries. CUBE clients manage and update their sites from anywhere in the world in real time. CUBE's open design talks to multiple music services, mobile apps, web apps, signage systems, database systems, POSs, social media networks, and more. The CUBE platform, built to enterprise-class standards, is a highly secure and resilient cloud-based infrastructure with no single point of failure, supporting full remote “hands-off” updating and diagnostics.
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Most businesses spend approximately 94% of their marketing budgets on inducing the customer to call, yet only 6% to handle the call once it is received.
Why is it important to provide customers with a good experience while they wait on hold or in-queue to be connected to your business?
- The average person spends 12 hours per year on hold - hearing music or a message on hold.
- Over 90% of callers will hang up after 40 seconds if they hear silence. Average hold time is 71 seconds.
- An estimated 30% of those who hang up don't call back.
- Music On Hold callers stay on the line an average of 30 seconds longer.
The business impact of simply providing appealing music and relevant on hold messaging for your callers is very compelling. In fact, studies have shown that the following results are possible:
- A 40% increase in retention of phone callers on hold.
- A 15% increase in inquiries.
- A 12% increase in requests for products and services mentioned in on hold messages.
This is an untapped opportunity for many businesses. Is there any reason why any business wouldn't invest in creating a great caller experience?
CUBE.fusion takes the caller experience to a completely different level to substantially increase your business results.
Why has the caller experience suffered as organizations upgrade their phone systems?
More enhanced features and lower costs are driving the majority of businesses and service providers to replace traditional telephone systems with VOIP or cloud-based systems. The customer's on-hold and in-queue experience has suffered as Music On Hold (MOH) capabilities and on hold messaging capabilities have only been an afterthought. This has had a direct impact on the bottom-line for many businesses.
With CUBE, the customer on-hold experience has evolved to match the feature-rich capabilities of VOIP systems. CUBE has proven MOH VOIP solutions for virtually every VOIP system (including BroadWorks, Asterisk & FreeSWITCH, CUCM, Epygi, and others).