No one likes to wait on hold when you call a business. It can be frustrating, but when on-hold messages are designed effectively, the experience can be helpful and informative. David Green, a self-described customer experience advocate, helps businesses make the on-hold time pleasant.
Can you describe your work helping companies design on-hold messages? I work with clients to create a better experience for customers on the phone, and that ranges from designing the “push 1 for this, push 2 for this” prompts to the sounds and information people hear while they’re on hold to after-hours messages. I work closely with my clients to develop a script, to hire voice talent and to produce the messages.
Why is on-hold messaging so important? So many people have said, “The phone is dead.” But since the pandemic, there’s been an increased need for on-hold messaging services. When people actually pick up the phone to call, they have an urgent need, and being on hold can be stressful. I tell my clients, “Don’t waste the moment.” Use that time to share important information about business processes, products, etc. Since the pandemic, companies have also used the on-hold time to inform customers about their health and safety protocols.
You’re local, but you do worldwide business, is that correct? Yes, my business is in Berks, but I have clients from all over the world; in fact, I was also elected to be a chairperson for the On Hold Messaging Association, which is a worldwide organization. Being local allows me to provide customized support to local businesses so that the on-hold messages all have the correct pronunciation. You can tell someone who isn’t local designed the message when they mispronounce local area names, and that ruins the experience.
In addition to your business, you’re an avid networker. I love networking because I love collaborating with people. I believe in business networking for good. I don’t network just because it’s beneficial for me. Building relationships and helping people connect in meaningful ways is important to me. This is why I helped found the Pagoda Business Network.
You’re also passionate about helping children in the community. Yes, I am. I’ve been on the Juvenile Probation Department’s Youth Aid panel for more than 20 years. We help youth who have made mistakes work with their family and community to create a plan to make things right and get back on track. I also spent almost six years as a board member for Court Appointed Special Advocates (CASA) of Berks County.
When you’re not producing messages, networking and serving the community, how do you relax and have fun? My wife and I enjoy going to shows and concerts. I also love the beach, especially in the early evening when the crowd is dwindling and things are slowing down.
Learn More
Get connected. The Pagoda Business Network helps individuals and businesses in the Greater Reading area connect, learn and grow. Learn more at pagodabusinessassociation.com.
Youth advocates. CASA is a national organization that appoints adults to advocate for children who have been abused or neglected. Want to volunteer? Visit casaberks.org for more info.
