If you think your business does not need an on-hold message service, you may reconsider once you read about how an on-hold service can help you expand your marketing actions.
It is important to know why you should have an on-hold service before dismissing the idea altogether. Here are the facts that you need to know about phone answering services and why you need to include them in your marketing strategy.
What are on-hold messages?
Before we talk about the advantages of an on-hold service, it is important that you understand what this service consists of. On-hold messages are voice messages or recorded songs that play while your customers wait on hold to speak with you. The information that the recorded messages contain can vary depending on how you want to address your customers.
Prevent your customers from hanging up the call
On-hold messages keep callers waiting in line. A survey conducted by the ICM proved that 70% of callers who are on hold in silence hang up within 60 seconds; of them, 35% of them do not call back.
Silence confuses callers and creates a high sense of frustration. Losing 70% of sales opportunities is serious, and does not leave a good impression on your customers. On-hold messages will give your customers personalised attention and prevent them from developing a bad relationship with your business.
Marketing opportunities
Take advantage of your hold line. A good on-hold message is an invaluable marketing asset that can be very advantageous for your business. Your customers are going to judge your company based on their own experience and how well they are served. This is where the value of finding the balance between an on-hold message that explains the values of your brand and at the same time communicates business opportunities comes in.
Building your customer loyalty
Your client’s first impression of your business may be waiting on a call to speak with your team. What impression would you like to make?
Just like your website or logo, your voice message or music on your on-hold message is extremely important to your branding. When you design this message, think about how it can contribute positively to the image of your company.
Your client’s first impression of your business may be waiting on a call to speak with your team. What impression would you like to make?
Just like your website or logo, your voice message or music on your on-hold message is extremely important to your branding. When you design this message, think about how it can contribute positively to the image of your company.
What steps to follow to create an effective on-hold message strategy?
For your on-hold message to be completely effective, it is important that you consider the following steps:
Create a message that identifies with your business
When you are thinking of your main on-hold message, keep it simple. Here are some small ideas so you can do a complete brainstorm of your business and help you to identify your main message:
• What is the reason why your customers call your business?
• What information can you provide them, so they don’t hang up?
• Can you direct your customers to a website or contact form where they can get answers to their questions faster?
• Do you have any new products that you would like to promote that may be of interest to your customers?
Don’t overthink
When you have answered these questions and have a clear idea of what your customers would like to hear, then simply write your message. Do not overthink the message, the more natural the better.
Your message must sound natural, organic, a clear message that all your customers can understand. In any case, if your message does not convince you, you always have the option of hiring professionals to help you elaborate or perfect your message, to achieve more effectiveness.
Production plan
When you have defined your message, the next step is to choose the voice and music that will accompany your message. A Cloud Voice On-hold message service has several options to make your message incredible. You can choose between female or male voices, in addition to the perfect background music for your on-hold message.
Are you convinced of the benefits of on-hold messages for your business? Start designing the perfect on-hold strategy for your business. Need some help? No problem, Key Technologies can help you.
There are a number of types of National Broadband Network (NBN) connections, one being the Hybrid Fibre Coaxial (HFC) connection. HFC uses existing “Pay TV” or cable networks to connect the NBN from the nearest fibre connection node to a premise.
With any connection, there are outages – unplanned, scheduled or intermittent dropouts. This article explains how the NBN has brought HFC under the same performance standard as fibre to the node (FTTN) in how they identify unexpected dropouts and how many dropouts are considered “too many”.
The NBN consider four or more unexpected dropouts in a 24 hour period would qualify as a service “to be investigated”. This change has been reflected in the NBN Operations Manual dated February 22nd in a section called PI-Performance Incident – Thresholds.
The Performance Incident (PI) section is relatively new within the operations of NBN Co. The NBN Co describes that a PI has occurred when there are between four and nine unexpected dropouts in one day or during any of the previous two calendar days.
The NBN defines an “unexpected outage” as a “temporary loss of connectivity”, but the definition excludes formal network outages. To better understand this concept, a PI would apply to problems experienced on a single line and not when there is a broader problem that may affect multiple lines or services.
It is unclear why the NBN suddenly (and quietly) decided to bring HFCs under the IP threshold regime. A spokesman for NBN Co said it only came about as a result of an unspecified “consultation.” NBN’s intent with this new report is to help diagnose problems in the future, generate service restoration tickets, and determine when to send technicians to customer sites. PI thresholds still formally exclude all other access technologies, which make the apparent urgency of including HFCs in the standard even more unclear. It may be a move designed to subdue long-standing problems with unexplained outages in the HFC network and put a specific definition on what it would take for a site visit to examine the connection and try to remedy it.
Counting the acceptable dropouts in the 24 hours can be a great solution to standardise services and offer a service without interruptions.
However, for some people in the industry, a minimum of four unexpected dropouts is a fairly high number, these users might start making claims after two. In any case, it is important to take these measures as an improvement and a standard to improve the instability of the NBN and therefore be able to offer a better service to everyone.
It is not something new to emphasise that trends in social media are always changing. Knowing how to adapt your marketing strategy to these trends will help you connect with your customers and explore new business opportunities. In this post, we will review the most important trends for 2022 and help you find techniques to adapt them to your small business.
The most used platforms
With the coming of age of some of Generation Z, Facebook is losing more and more power. The consumption of Facebook by the new generations is merely practical. Especially with so many websites using Facebook login to speed up the login process.
Generation Z has a special preference for micro-video platforms like TikTok or Instagram. Since 2019, more people between the ages of 16 and 24 have visited Instagram more than Facebook.
While Millennials and Baby Boomers use the networks to find news, Generation Z mainly uses them to find content and stay up to date with trends.
TikTok continues to grow unstoppably! Since 2020 the number of consumers who use TikTok outside of China has grown by 32%, which comes from Baby Boomers and Gen X. TikTok is a Platform that exists mostly to find inspiration, be it creative or self-knowledge guides. These two content trends make two completely different generations feel connected on this social network. As a small business, you must make sure that you show your customers extra content that they will not find on your website. Aim for fun videos or more inspirational and lifestyle content, it all depends on the type of audience you want to reach.
Brands that connect with their community
Building a community of voracious customers around your product is every brand’s dream. But the most successful brand communities you see online have been built over time by global brands with tons of resources. And while social media allows any online business to gain a following, that doesn’t automatically translate into a truly engaged and active community. In 2022, the key to getting real communities that love your company is in the hands of content creators.
The smartest brands in 2022 will leverage creator communities to learn more from their customers and build affinity. This is where the figure of micro-influencers is important. Social media users look to social media for authenticity and brands they can relate to. It is important that when you do your search for influencers you manage to find those who connect with their audience and do not saturate them with empty advertising.
Social ads
Creativity is now the key when preparing your social media ads. It’s been predicted that by 2022, marketers will spend a lot more money on banner ads, but to stand out, they’ll have to work harder at creating ads that are tailored to each social network. Creativity on top of marketing.
Where and how should you spend your money? The leading channels of investment by marketers continue to be Instagram, Facebook, YouTube and LinkedIn. But where it becomes interesting to invest is in new, more dynamic channels and, above all, much more directors in dialogue with your audience. Tiktok, Pinterest and Snapchat have warned their sales of ads about last year.
Why should you invest more in networks that normally have not been a priority? The answer is simple, consumers are saturated with social ads. In 2022, social advertising will be organic and adapted to platforms. In addition, the figures speak for themselves, these new channels offer a more direct and real scope with your audience.
The consumption habit has changed over the years and more people use social networks to discover new products. 60% of Gen Z’ers use Instagram to discover new brands and products. 71% of small businesses are looking to sell on social media.
Social media has become a virtual mall of sorts, right in the palm of our hands. We can browse products, find inspiration, and purchase within a few clicks. As a result, platforms have begun to introduce new social commerce tools.
The incorporation of new platforms in digital ads has also changed the way these ads are created. TikTok’s whole brand-facing wing operates on the tagline “Don’t make ads. Make TikToks.” Pinterest’s call to action for advertisers is “Stop interrupting. Start inspiring.” And Snapchat encourages advertisers to “Become a part of Snapchatters’ everyday conversations.” Simply put, no one wants their experience on any social network interrupted by ads from brands that are as boring and self-serving. Brands that advertise successfully on these networks understand that audience mindset is key.
Slack’s “Make Work Better” Facebook ad
Customer service in social networks
The lockdowns and changes that the industry has been experiencing in recent years have made customer services find new channels. Marketers have been taking on more responsibility for managing the influx of customer service inquiries.
Order delays, whether due to a lack of workers or supplies, have caused many consumers to use social networks to have a quick, convenient, and effective response to their needs. 64% of people said they now prefer to text rather than call a business. The pressure for small and medium-sized businesses to adapt across as many digital customer service channels as possible has been enormous. Social media has increasingly become a vital customer service channel.
In 2022 more companies will be adapting their customer service on social networks. Knowing how to combine social marketing with social attention will help make your company position itself in this evolving world of marketing. In other words, offer a shopping experience that is linked to your values as a company and that offers your customers a personalized advice service that will not only make them discover new products but also build loyalty with your business.
Short-form videos are valued more
TikTok has changed the way we consume social networks. More and more users prefer short videos for information or just for entertainment. The adaptation to short videos by Instagram has helped to increase this trend. There’s been a 20% increase in the number of Instagram users engaging with this feature since 2020.
In short videos, creativity is once again essential. Consumers on these channels are far more likely to use social media for creative inspiration and favour brands that offer this, so editing tools like TikTok’s Stitch or Instagram’s Remix feature are good resources to draw on.
Sustainability becomes part of the purchase decision
The new generations are increasingly concerned about the effects of climate change. In their purchase decision making, they consider the companies that are associated with sustainability values.
The purchase of ecological products is increasing and the sale of companies that are associated with these values. For example, recyclable packaging or also service companies that adapt their offices to a much more sustainable model.
Social Audio Will Become More Popular
More than 74% of businesses have indicated in a study carried out by Hootsuite that they will start investing in audio-only content in 2022. The same study indicates that live streaming audio will also increase next year.
At this stage, the trend has not yet caught the attention of smaller businesses, especially considering that it’s not the most affordable form of content marketing. It might only be an audio clip, but there’s still a lot of time and expertise that go into creating audio content.
With these insights, you understand which social platforms to use to reach your target customers. Now you must think about how to adapt these trends to your business, keeping in mind that the key in each of these trends is personalization and creativity. Find your voice on each of these platforms and offer extra content on each of them. We will be here to help you in this adaptation or to continue discovering more trends.
This month, as usual, we bring you great news about big changes within the platform!
Meetings now also for iOS
Since February, joining a meeting is now easier than ever before! With just one touch you can join from your iOS device! The iPhone experience has been optimized so that your participation is more active. Reacting in a meeting, participating in chats or presenting a PowerPoint are easy tasks.
In addition to joining a meeting, it’s easier to access meeting and device controls, such as the ability to stream a PowerPoint, turn room cameras on and off, and more.
Hide or pin your videos in Team meetings
The ability to pin your own video has been expanded in Teams. Now you can see your own video enlarged on your screen or you can hide your own video during calls. This significantly reduces distractions during calls while still making your video available to other participants.
Walkie Talkie on Teams
Teams have started a Walkie Talkie-style communication feature. Now you can use push to talk by pressing a button to talk and releasing the button to listen. Walkie Talkie on Teams phone devices can only be used to communicate with colleagues who are part of the same Teams channel.
Check-in and release of rooms
This new feature in Teams allows you to get much more use out of reserved conference rooms. Meeting attendees can claim their reserved meeting room by tapping the “Sign Up” button on the panel. If no one checks into the room, it is released, permitting others to book and use the room.
Check-in “knock-knock” notification
This function lets you notify people in a meeting that their time has run out and that people are waiting for them. This feature is combined with Microsoft Teams Rooms and with the new registration button.
Multiple Featured Participants
Enjoy better meeting experiences in Teams Rooms on Android, with more videos on screen, multiple featured participants, new reactions. Notably, with the new and improved meeting experience, remote participant videos span both screens (in dual-screen meeting rooms) when content is not being shared.
Dynamism with wallpapers
You can customize the Teams Rooms home screen on Android devices with five built-in wallpapers. These wallpapers can be applied to the screens at the front of the room in single and dual-screen configurations. I.T admins can configure them from device settings, with Teams Admin Center support coming soon.
Mute notifications during meetings
With Teams, you can have your meetings without having to worry about interruptions. Users can mute notifications during meetings, which enables them to focus during meetings. A user can choose to mute notifications for all meetings or per meeting. To turn off notifications during all meetings, go to Settings -> Notifications-> Meetings & Calls and turn on the Mute notifications during meeting button. To turn off notifications during a specific meeting, click the ellipses and choose mute/allow notifications.
Pin chat messages
Pin a Team chat message to drive awareness and provide the chat members with quick access to important content. Pinning will help your team stay in sync on what’s relevant in a timely manner. Simply hover over the message you want to pin, click the ellipsis (…) and select the Pin option.
Music mode for Teams
High-fidelity music mode enables Microsoft Teams users to experience richer sound experiences when sharing non-speech content such as live music, songs through other applications, or medical signals during a virtual appointment with a physician. High-fidelity music mode enables significantly improved audio quality in Teams calls and meetings. The optimized experience in Teams applies to signals captured by microphones as well as audio played while sharing an application or desktop.
Mirror my video
You no longer have to see the text in your video flipped. Imagine a primary school teacher with a small whiteboard in hand, or you have a virtual background with text in it. While the meeting audience sees the text correctly, you see the text flipped. By providing you with the option to un-mirror, you will be able to see the text correctly. Simply go to your Device Settings and toggle off Mirror my video. Available in Government Community Cloud (GCC).
What do you think is the best update that Teams has made so far in 2022? Are you waiting for any special changes?
Completely focused on a chat interface, meetings, and video calls, Microsoft Teams Essentials is designed especially for small businesses.
The difference between this new version and Microsoft 365 Business Basic is mainly centred around the functionalities of Teams and cloud storage. Teams Essentials offers extended limits like longer meetings and more storage. Among its special functions, specially designed for small businesses, the following functions stand out:
No time limit: you won’t have to worry about the time in your meetings anymore. This version has up to 30 hours, so time will no longer be a limit in both private and group meetings.
More capacity: Teams Essentials offers the ability to bring up to 300 people together in the same virtual room.
Calendar integration: you can use your existing calendar to control your meetings and times. This version will allow you to integrate your Outlook Calendar and soon also your Google Calendar.
Easy invitations: the function of inviting people to your meetings is much simpler in this version. You can simply invite them by adding their email address. They will receive a link to join your meeting. Also, if participants don’t have Teams, they can open the meeting in their browser. No more installations or user creations will be necessary.
More interactivity: virtual backgrounds, together mode, live closed captions, live reactions, and more. Everything you need to make your meetings much more interactive.
Ongoing chat: chat conversations will continue even if the meeting is over.
Small business group chats template: quickly start a group project and host meetings with anyone, assign tasks to teammates and create polls to receive feedback quickly all in one hub, taking productivity to the next level.
Mobile chat: you can have access to all the content of your meetings and organize them by locations, photos, files, etc. The main objective of all these improvements is to facilitate the us of applications and simplify them into a single app that meets all the needs that small businesses need in their day-to-day.
When it comes to pricing Microsoft Teams Essentials could look appealing at just $4 per user per month, against the Zoom Pro license is $14.99 per month. Microsoft Teams Essentials is now available.
Would you like to try it? What functionality would you add to this version of Teams for Small Business?
With PANTONE® 17-3938 Very Peri Pantone has taken a historic step in its annual colour designation. Created completely from scratch, Very Peri is the combination of a dynamic periwinkle blue mixed with a vibrant violet-red undertone.
According to the institute, this new colour represents changes in the world today: worldwide isolation, and changes to everything that we previously took for granted; a blooming metaverse; bitcoins gains; and environmental crisis.
Unlike its predecessors, Ultimate Gray and Summery Yellow Illuminating, Very Peri is harkening to a desire to overcome COVID 19 and the inconveniences of the pandemic. It’s a manifestation of the force to rewrite our lives and define a new perspective with which we can face the future without fear.
Analysing Very Peri
The colour of the year 2022 is a great combination of colours that represent different emotions. Blended blue, for example, is a colour associated with constancy and fidelity. This blue gets a little hit of the energy and excitement of red.
“It’s unusual to refer to blue as ‘happy,’ but when you add that red element to it, that’s exactly what happened,” says Leatrice Eiseman, executive director of the institute. “We felt it was so important to put together a colour that encapsulated the feeling of newness.”
Blue is associated with futurism or science fiction. Very Peri has been selected to represent that step towards a hybrid future in which de facto reality will coexist with virtual reality, embodies in the metaverse concept and technologies such as NTF.
A colour that represents hope
“We’re entering this different time where we’re reimagining our future, trying to rewrite our lives and acknowledging all the unknown before us,” Pressman says. “Looking at the world with different eyes has brought us—and will continue to bring us—new solutions.”
Very Peri is the hope that many have that 2022 will be a new beginning, an overcoming of two very complicated years worldwide. It is also a break from old patterns and habits that no longer make sense in a world so different from what we expected.
