Hello Research

A simple Hello can lead to a million things

It all starts with ‘Hello’. Have you ever noticed how every conversation starts with Hello, whether it’s in person, on the phone or via email… Hello, or some form of Hello is generally the first word spoken and we’d love to say ‘Hello’ to you.

Someone has been listening to their customers…

After a recent call with a large insurance company I ended the call feeling rather more satisfied than I thought… why?

Yes, I was made to wait 5-10 minutes (but I was told I’d have to wait in the first place). Yes, I was directed to the website (as always), but I wanted to speak to a human and not do this online. And yes, I was feeling a bit disgruntled about the 5-10 minute wait time… BUT, then something happened to make me smile, - I was asked… what music I’d like to listen to while I waited, and the choices were;

Press 1 for soul  |  Press 2 for classic  |  Press 3 for jazz/swing  |  Press 4 for pop

I pressed 4 and was serenaded by Gabriella Cilmi (Sweet about me) 

I’m not sure why, but somehow I didn’t mind waiting to be answered because it felt like I’d chosen to listen to this music.

Then followed a pre-recorded message by some well-known rugby player telling me about this insurance company’s involvement with charity, although this bit I was slightly less engaging, I thought it was a nice touch to get across their work with charity

In the end… you’ll be pleased to know that I eventually got through to a human (which was nice), and they promptly and efficiently dealt with my query.

I ended the call thinking… wow, different, they must really care about their customers to ask them what style of music they’d like to hear. Personally I think it’s a great idea, but on the other hand I know some people who wouldn’t be happy to be kept waiting 5 or10 minutes!!!