ALL ABOUT ON-HOLD MESSAGING

PHMG are the on-hold messaging experts.  

We have experience across hundreds of different industries and business sizes, from Fortune 500 companies to local service businesses. If your organisation takes in a significant number of customer calls, implementing on-hold messaging can be an amazing way to deliver better customer services and grow your revenue.

  • Generate additional revenue
  • Improve customer satisfaction
  • Prevent hang-ups
  • Reduce demand on your team

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What is on-hold messaging and how can it benefit your business?

On-hold messaging is a feature of many phone systems that replaces the beeps, silence or library music that’s built into the system to keep people engaged on the line while they wait. This messaging system can be used to provide information about the company, or to provide customer service with answers to common queries.

On-hold messaging can also be used to promote products or services or to provide information about special deals or additional services.

On-hold messaging services for business

On-hold messages for businesses have become an important part of customer engagement. A courteous and informative on hold message can make the difference between a customer who is frustrated and one who is satisfied. However, with so much competition for customers’ attention, it’s important to make sure your on-hold message is well-written and engaging.

On-hold greeting messages

Rather than simple platitudes like ‘Your call is important to us’, professional on-hold messages give genuinely useful information that reduces the perceived time spent holding.

On-hold messages keep callers engaged with your brand  

If you’re a business that looks after customers via phone or even sells and grows via telesales, it is paramount to your success that they have a good experience while they’re connected. Dropped customers can cost your business.

What should on-hold messaging include?

On-hold messaging can include any of the following:

  • Sales offers and promotions
  • New product releases
  • Events
  • Job openings
  • Changes to opening hours
  • Information about service levels (e.g delivery timescales), particularly around busy periods
  • Changes to legislation that affect your industry
  • Info about web/social channels
  • Directions to finding an outlet
  • Awards and accreditations
  • Company history and heritage
  • Fundraising and social responsibility

Keeping on-hold messaging on brand

No matter what your brand identity is, you can give your callers a taste of your brand with your use of tone, dialect and messaging. If your on hold messaging doesn’t fit with the rest of your brand, it can be disjointed experience as your callers won’t recognise your brand while they hold the line.

Custom on-hold messages

Custom on-hold messages will have the greatest impact on your audience. You can tailor your messaging so it directly answers the needs of your customers and continues their journey through your services.

Creative on-hold messages

Creative on-hold messages can deliver an incredible response to your target audience. Chances are if you’re looking to deploy on-hold messaging as part of your client development/retention strategy, then many of your competitors are doing it too. The biggest way to deliver a memorable message is by being creative with it, as long as it’s on brand, of course.

The importance of updating your on hold messaging

When you have included any and all relevant information in your on-hold messaging, the next step is to ensure you update it frequently or when required to ensure that it is still relevant and you are keeping your callers in the know.

On-hold messaging process

Pick a professional voice talent

When it comes to customer interaction, choosing the right voice is crucial, especially when serving clients with a variety of dialects. It’s important to select a vocal talent which a good fit for your audience. You want your messages to be clear and of benefit to the user and professional voice recordings will have a much better impact than an inexperienced voice artist. At PHMG, we’ve a wide range of voice and audio samples for you to consider.

Decide on your messaging and the script

Identify what it is you want to say to your customers, what you can automate and the outcomes you are looking for each time a customer calls. If the majority of your customers are looking for quick and simple solutions, you can perhaps provide that while they’re on hold. If you need to deliver more complex information or it could be a sales opportunity, your callers can be directed to the appropriate team or specialist who can progress them through the funnel or deliver that information.

Implement your system

Implementing your system with PHMG couldn’t be easier. We’ve guided you through the process outlined above, and now we’ll have it all set up for you. Implementation is either carried out remotely for cloud-based telephone systems, or may require installation of an on-premises box for clients with a hard-wired phone system, which we will provide for you.

Review your on hold messaging

It’s important to revisit your on-hold messaging to ensure it’s relevant for the time and your customers needs. If you develop your products or there’s a shift in your marketplace it is important to tailor your marketing messages so that they can deliver good customer service and a return on investment.

Why work with PHMG

We’re the world’s leading audio branding experts. With over 20 years’ experience and 32,000 clients, we have a wealth of experience in building out audio marketing strategies that deliver measurable return on investment.

Our audio productions resonate with audiences, helping to generate additional revenue while saving you money. We’ve delivered audio to some of the largest and most well-known brands in the world — you’ll have heard what we do without even realizing it.

behind photo of a man in headphones

ALL ABOUT ON-HOLD MESSAGING

FAQs

How long should on-hold messages be?

There is no definitive answer to this question. Some factors to consider include the type of business, the length of time a customer is likely to be on hold, and the amount of information that needs to be conveyed. Generally speaking, on-hold messages should be brief and concise. They should not be so long that they become annoying or repetitive. However, they should also include all the necessary information for customers who are waiting on the line. Ultimately, it is up to business owners to determine what works best for their specific situation. They can experiment with different message lengths to find what works best for their customers and their business.

Why are on-hold messages important?

On hold messages are important because they provide customers with information about their account or the status of their order. They can also be used to promote products or services. On-hold messages should be informative and engaging, and they should be updated regularly to keep customers informed.