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
- 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
Decide on your messaging and the script
Implement your system
Review your on hold messaging
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.
ALL ABOUT ON-HOLD MESSAGING
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