When customers call your business and are placed on hold, the experience can either strengthen their connection to your brand or leave them feeling frustrated.
On hold messaging is an opportunity to engage callers, provide useful information, and maintain a professional image. Here are five essential tips to make your on-hold messaging more effective.
1. Keep It Informative and Relevant
Your on-hold message should provide valuable information that benefits the caller. Consider including:
- Business hours and location details.
- Current promotions or special offers.
- New products or services.
- Answers to frequently asked questions.
- Directives to your website or social media for additional support.
Providing relevant details keeps callers engaged and reduces the number of questions they need to ask when an agent picks up.
2. Use a Professional Voice
A high-quality, well-recorded voice over makes a huge difference in how your brand is perceived. A professional voice should be:
- Clear and easy to understand.
- Warm and friendly to create a welcoming atmosphere.
- Aligned with your brand personality (e.g., formal, upbeat, soothing).
Poor audio quality or robotic-sounding messages can make your business seem unpolished and untrustworthy.
3. Choose the Right Background On Hold Music
Music plays a crucial role in setting the tone for your on hold experience. The right selection should:
- Complement your brand image (e.g., calm and relaxing for a spa, upbeat for a retail store).
- Be subtle and not overpower the voice message.
- Loop smoothly to prevent awkward gaps or sudden stops.
Avoid loud, jarring, or repetitive music that could annoy callers rather than keep them engaged.
4. Keep Messages Concise and Engaging
Nobody wants to listen to long-winded or overly complex messages while on hold. Keep your messaging:
- Short and to the point (ideally 20-30 seconds per message).
- Conversational and easy to follow.
- Rotating periodically to keep content fresh and relevant.
Repeating the same message too often can frustrate callers, so it’s best to mix up content regularly.
5. Update Your Messaging Regularly
An outdated on-hold message can make your business seem inactive or out of touch. Schedule regular updates to:
- Reflect seasonal promotions or events.
- Incorporate new services or company changes.
- Maintain a fresh and engaging caller experience.
Staying current ensures that your on-hold messaging remains useful and continues to provide value to your customers.
Elevate Your On Hold Messaging
A well-crafted on hold message enhances customer experience, reduces hang-ups, and reinforces your brand identity. Investing in professional voice recordings and strategic messaging makes a lasting impression and keeps callers engaged while they wait.
For high-quality, professional on hold messaging, visit the Amazing Voice website.
