Q: What's an on-hold message?
A: On-hold messages let callers know about the range of services and products your business has to offer. On-hold messages have been shown to increase sales and responses per call by 10% to 20%. Hold time can be used constructively to announce specials, changes or additions to a business, new locations and new products or services. ImageLine creates scripts that are truly customized to the individuality and unique marketing needs of your business.
Q: My business doesn't really include promotions or specials. What could an on-hold program do for me?
A: The on-hold message offers customers information they might not know about your business, such as web addresses, toll free numbers, additional locations, other products and services offered, and emergency contact information. On hold messages can also be used to let people know more about your business and the people that run it. Last but not least, you can let your customers know you appreciate their call and you will be with them as soon as possible.
Q: How often should I change my on-hold message?
A: The number of times an on-hold message is updated depends on the nature of your business. One objective when we meet with you, as a client is to understand your business and evaluate which package is right for you. We do recommend that everyone update their production at least once a year.
Q: Why a six-minute production? Other places are quoting me 3 or 4 minute productions.
A: The six-minute production allows for a greater variety of messages in the production. A longer message reduces the likelihood that repeat callers will hear the same information every time, thus reducing boredom and annoyance while on hold, while increasing attention and response.
Q: What if I don't want to sign a long contract?
A: You don't have to. ImageLine offers a one-year contract and follows up with you about renewal when your contract is nearing the expiration.
Q: Each time a customer is placed on hold does the information go back to the beginning?
A: Digital announce units, the current technology for playing on-hold messages, play continuously with no moving parts. Callers enter into the production at random when placed on hold, wherever the recording happens to be at that moment.
Q: What's your usual turnaround time?
A: Once your script is approved, your production is usually completed within four business days.
Q: Do we have to write our own scripts?
A: No, ImageLine will work with you to collect the information to be included in your on-hold message and provide you with a draft in a few days. We know how to write messages that get response and reaction, while enhancing your image. Put our experience as scriptwriters to work for you.
Q: Why do I need a digital announce unit to play my on-hold-message?
A: The most important reason to use a digital announce unit is the ease of use. The only thing you have to do to install a production is load the CD in and close the lid. The unit will record the production onto a digital chip that plays continuously. Since it is playing from the chip there are no moving parts, thus eliminating the wearing out of parts, and greatly extending the life of the unit over regular CD players. If you lose power, the digital announce unit will automatically reload when power is restored.
Q: Why should I use ImageLine instead of another company?
A: Unlike many other on-hold companies, ImageLine's focus is on quality and customer service. We take the time to talk with you, meet with you if possible, and find out what makes your company unique. We don't provide our clients with a "fill in the blanks" on-hold script; each on-hold script we write is unique and created with your company image and your target audience in mind. Some on-hold companies sell you a multi-production contract and you never hear from them after the first production. ImageLine takes the lead when it comes to contacting you for script updates. We want to be sure that you, as a customer of ImagLine, get what you pay for. Every production that leaves our studio is carefully checked for sound quality before being shipped to our customers. You can count on a follow-up call after every production has been shipped and installed to make sure you're satisfied.