Craft On Hold Messages Callers Love So They Don’t Hangup!

Craft On Hold Messages Callers Love So They Don’t Hangup!


Why Do you Need On Hold Messages? It’s simple. So They Won’t Hang Up!

Imagine this: a customer calls your business with a question. They wait…and wait…and wait. The silence is deafening, or worse, punctuated by generic elevator music. Frustration builds, and by the time someone picks up, their patience is wearing thin.

This doesn’t have to be the reality. On-hold messages are a golden opportunity to transform those waiting moments into a positive brand experience, and keep them on line to prevent caller hang-ups!  Caller abandonment (hangups) costs businesses billions of dollars per year in lost revenues or wasted ad spend. Here’s how to craft on-hold messages callers will actually enjoy and stay on the line:

Know Your Audience and Goals

Before diving into script-writing, consider your target audience. What kind of information would they find valuable? Are you aiming to educate them on new products, highlight promotions, or simply reassure them their call is important?

Content is King (or Queen)

ditch the “your call is important to us” cliche. Fill your on-hold message with informative and engaging content. Here are some ideas:

  • Company updates: Are there exciting new services or products? Briefly mention them here.
  • Helpful tips: Offer quick, relevant tips related to your industry.
  • Promotions: Have a special offer? This is a great place to advertise it.
  • FAQs: Briefly answer frequently asked questions.

Keep it Fresh and Engaging

Nobody wants to hear the same message on repeat. The key to effective on hold marketing is to update your messages seasonally or for special promotions to maintain listener interest, and keep your brand top of mind.

The Power of Voice and Music

Choose a professional, friendly voice artist who reflects your brand personality. Background music should be high-quality and unobtrusive, complementing the voice-over without overwhelming it.

Technical Considerations

  • Length: Aim for a total message duration that exceeds your average hold time.
  • Volume: Keep the volume level consistent and comfortable for listeners.
  • Clarity: Invest in high-quality audio equipment for a professional sound.

The Final Touches: Calls to Action & Appreciation

Don’t let the opportunity to connect with your customer go to waste. Include a clear call to action at the end of your message, encouraging them to visit your website or social media pages. Most importantly, thank callers for their patience. A little appreciation goes a long way.

By following these tips, you can transform your on-hold messages from an annoyance to a valuable asset. Remember, a well-crafted on-hold message can improve customer experience, boost brand awareness, and even increase sales. So, why not give your callers something to listen to that they’ll actually enjoy?

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