When was the last time you called a business and heard…silence while waiting on hold? It probably wasn’t an experience that warmed you to the brand. Nobody likes being put on hold, but with the right messaging, you can transform that otherwise frustrating moment into an opportunity to impress, communicate, and even market your business.
On-hold messaging, when done right, offers much more than background noise. It’s your chance to enhance customer experience, build your brand, and even boost sales. Here’s why having an engaging message while someone is on hold isn’t just important—it’s essential for your business.
1. Set the Tone for Professionalism
Silence or generic “elevator” music can leave a bad impression. Your customers expect a professional experience at every touchpoint, including when waiting on the line. Messages on hold show that your business values communication and attention to detail.
With tailored on-hold messaging, you can reassure customers that their call is important, reduce frustration, and present a polished image of your company. This small effort goes a long way in establishing trust and loyalty.
2. Reduce Caller Hang-Ups
Did you know that 60% of customers will hang up if they hear nothing while waiting on hold? On average, if your customer hangs up, there’s a good chance they may not call back—and that’s a missed opportunity.
Playing a compelling message while they wait reduces the perceived wait time and keeps callers engaged. This can ultimately mean fewer hang-ups and greater chances to address your customer’s needs.
3. Turn Waiting into a Marketing Opportunity
That time on hold? It’s valuable real estate! Use that window to showcase new products, promotions, and services. You’ve got a captive audience—why not make the most of it?
For example, if you’re a retailer, you can use on-hold messaging to announce an upcoming sale. If you’re a service provider, highlight a special discount or new service offering. The key is to make the messaging relevant and informative without overloading the caller.
4. Improve Customer Experience
No one likes to wait, but adding engaging content to your on-hold messaging can make the experience more pleasant. By including friendly reminders like, “Did you know you can manage your account or place orders online?” you empower customers and show that you care about their time.
Additionally, consider using on-hold messages to answer frequently asked questions or provide helpful tips. A little bit of useful information can create a more positive experience for your callers.
5. Reinforce Brand Consistency
Your on-hold messaging isn’t just a filler—it’s an extension of your brand. Every word, tone, and piece of music reinforces what your business stands for. Are you professional? Friendly? Fun? Use this opportunity to ensure your message reflects your brand’s personality.
Customizing your on-hold messaging to match your brand voice and identity leaves a sophisticated and lasting impression on your customers.
6. Bridge the Communication Gap
When customers are put on hold with no updates, they may feel forgotten. A well-crafted message ensures they know exactly what’s happening. For instance:
- Inform them of their position in the queue.
- Update them on wait times (if your system allows).
- Thank them for their patience.
Clear communication creates a sense of transparency and minimizes frustration, improving the overall interaction with your brand.
7. It’s Cost-Effective
Compared to other marketing channels, on-hold messaging is a cost-effective tool with a high return on investment. It’s relatively simple to set up, easily updated, and works 24/7 to communicate with your audience. You’re paying for that hold time anyway—why not make it work in your favor?
Tips for Great On-Hold Messaging
Here are a few best practices to make your on-hold messaging truly effective:
- Keep it Concise: Messages should be short, clear, and to the point.
- Use Professional Voiceovers: A polished, friendly voice makes a huge difference.
- Change It Regularly: Update your messaging frequently to keep it fresh and relevant.
- Include a Call-to-Action: Provide actionable steps like visiting your website, following your social media, or asking about a promotion.
Don’t Miss the Opportunity
On-hold messaging may seem small, but it’s a detail that can make a big difference. Whether you’re reducing frustration, educating your callers, or promoting your services, this tool is an invaluable part of modern customer service.
Looking to set up professional and engaging on-hold messaging? At Ad-Hold, we specialize in creating custom solutions tailored to your business. Give your customers an experience worth remembering—visit adhold.com and get started today!