The real reason you’re on hold
Good customer service positively impacts the bottom line, and every company strives to provide an excellent customer experience. So why does the dreaded hold music exist?
Ever found yourself stuck on hold, the same soft jazz playing on an endless loop? For decades, hold music has been the dreaded soundtrack of customer service – one that many Singapore customers associate with inefficient support.
Hold music isn’t just an inconvenience; it actively drives customers away. In Singapore, where customer service expectations are rising, long wait times can result in frustration, leading customers to abandon support calls, escalate complaints on social media, or even change service providers. Fifty-seven per cent of Singaporeans say that a poor customer service experience will stop them from making a repeat purchase.
