As a small business owner, you understand the importance of every interaction with your customers. One often overlooked aspect of customer interaction is the on-hold message. When utilized effectively, this seemingly minor element can enhance customer experience, convey important information, and even convert waiting callers into loyal clients. In this post, we’ll explore how much information you should include in your on-hold message, what types of information to use, and how a well-crafted on-hold message can benefit your business. Additionally, we’ll introduce you to Ad Hold, a service designed to optimize your on-hold messaging.

How Much Information Should You Include in Your On-Hold Message?

Striking the right balance in your on-hold message is crucial. Overloading it with information can overwhelm the caller, while too little information can make the wait feel longer and more frustrating. Here are some key points to consider:

Duration and Frequency

  • Length: Keep each segment of the on-hold message between 20 to 30 seconds. This duration is concise enough to hold the caller’s attention without being overwhelming.
  • Rotation: If your average hold time is longer than a minute, rotate through a few different messages to keep things fresh and engaging.

Content Density

  • Brevity: Aim for clarity and brevity. Focus on delivering concise, easy-to-understand information.
  • Repetition: Avoid repeating the same message frequently. Instead, provide a variety of information to keep the caller engaged.

What Type of Information Should You Use?

The content of your on-hold message should be informative, engaging, and relevant to your business and customers. Here are some ideas:

Company Information

  • Introduction: Briefly introduce your company and what you do.
  • Unique Selling Points: Highlight what sets your business apart from the competition.

Promotions and Offers

  • Current Promotions: Inform callers about ongoing sales, special offers, or discounts.
  • Upcoming Events: Mention any upcoming events or product launches that may interest the caller.

Helpful Tips and Advice

  • Industry Tips: Share useful tips or advice related to your industry. This positions your business as knowledgeable and helpful.
  • Product/Service Usage: Provide tips on getting the most out of your products or services.

Customer Testimonials

  • Testimonials: Include short testimonials from satisfied customers. This builds credibility and trust.

Call to Action

  • Next Steps: Encourage callers to take specific actions, such as visiting your website, following your social media channels, or asking about new services when they speak with a representative.

How the On-Hold Message Can Turn a Waiting Person into a Client

A well-crafted on-hold message does more than just fill silence; it can actively work to convert callers into clients. Here’s how:

Enhancing Customer Experience

  • Engagement: Engaging on-hold messages make the wait time feel shorter and more pleasant.
  • Professionalism: A polished on-hold message reflects well on your business, demonstrating professionalism and attention to detail.

Building Trust

  • Authority: Sharing helpful information and industry tips establishes your business as an authority in its field.
  • Credibility: Featuring customer testimonials can build trust and confidence in your business.

Driving Sales

  • Promotions: Highlighting promotions and special offers can encourage callers to make a purchase.
  • Upselling: Providing information about additional products or services can lead to upselling opportunities.

How Ad Hold Can Help with Messaging, Music, Voice Selection, and Equipment

Creating an effective on-hold message requires expertise in messaging, music selection, voice talent, and equipment setup. This is where Ad Hold comes in. Ad Hold specializes in crafting customized on-hold messages that can transform your caller experience. Here’s how they can help:

Professional Messaging

  • Custom Scripts: Ad Hold’s team of experts can create custom scripts tailored to your business needs.
  • Relevant Content: They ensure the content is relevant, engaging, and informative, aligning with your business goals.

Music Selection

  • Variety: Choose from a wide range of music options that suit your brand’s tone and personality.
  • Licensing: Ad Hold handles all music licensing, ensuring you comply with copyright laws.

Voice Talent

  • Professional Voices: Select from a pool of professional voice talents to find the perfect fit for your brand.
  • Customization: Voice recordings can be customized to match your company’s style and tone.

Equipment and Installation

  • Quality Equipment: Ad Hold provides high-quality on-hold messaging equipment to ensure crystal-clear audio.
  • Installation Support: They offer installation support and technical assistance to ensure everything runs smoothly.


An effective on-hold message is a powerful tool for enhancing customer experience, building trust, and driving sales. By carefully crafting your message with the right balance of information, engaging content, and professional execution, you can turn waiting callers into loyal clients. Ad Hold offers comprehensive solutions to help you create and manage your on-hold messaging, ensuring it aligns with your business objectives and enhances your overall customer experience.

Ready to transform your on-hold experience? Visit Ad Hold to learn more and get started today!