The Music We Hold To

February 2, 2012

Whether its a long-forgotten Christopher Cross melody, a sweet smooth jazz sax solo, or a rollicking version of Beethoven’s 5th, there’s something about customer support hold music that stays with us long after we’ve hung up the phone. And in some instances, that means literally having Peter Cetera and Amy Grant’s “The Next Time I Fall” in our heads for an entire week. While the thought of hold music usually provokes record-breaking eye rolls, the tuneful tool actually keeps folks on the phone longer than silence. In fact, 90% of consumers prefer music over silence.

And while social media and email have certainly become popular customer service tools, research shows that phone support is still the preferred customer service channel among the majority of customers. Hold music sings to us in ways we apparently never thought it did.

Hold Music Infographic

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[html]<img title="Hold Music Infographic" src="" alt="" width="615" /><em>Image originally posted on <a href="">Zengage, The Zendesk Blog</a></em>[/html]

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