Hi-Tech VOIP Phones Come With Low-tech On Hold Music

Hi-Tech VOIP Phones Come With Low-tech On Hold Music


We’ve all been there: stuck in phone on hold purgatory, listening to the same repetitive loop of elevator music while our frustration mounts with each passing second. Yes today’s hi-tech VOIP phone systems use a very outdated practice of generic elevator music for waiting callers, far from being harmless background noise, it actually hurts your customer experience in several ways.

The Problem with Generic Pre-Set VOIP On-Hold Music:

  • It’s impersonal and boring: Generic music fails to connect with callers on an emotional level, leaving them feeling ignored and unimportant.
  • It’s repetitive and annoying: The same loop over and over quickly becomes grating, amplifying the caller’s frustration and impatience.
  • It lacks valuable information: It doesn’t provide any updates on wait times, answer common questions, or offer alternative solutions, leaving callers feeling uninformed and helpless.
  • It reflects poorly on your brand: Generic music sends the message that you don’t care enough about your customers to provide them with a positive experience, even while they’re on hold.

The Power of Custom On-Hold Messaging:

Instead of subjecting your callers to auditory torture, consider implementing custom message on-hold  allows you to:

  • Engage callers with relevant information: Share your brand story, highlight promotions, or answer frequently asked questions to keep them informed and entertained.
  • Set realistic expectations: Announce approximate wait times and offer alternative solutions like online chat or self-service options to manage expectations and reduce frustration.
  • Personalize the experience: Use your brand voice and tone to create a friendly and welcoming atmosphere, even while callers wait.
  • Showcase your brand personality: Tailor the music and messaging to reflect your brand values and create a memorable experience.

Beyond the Benefits:

Studies have proven the numerous benefits of custom on-hold messaging vs any other option such as:

  • Reduce customer abandonment rates by up to 30%
  • Increase customer satisfaction by up to 20%
  • Boost brand loyalty and positive perception

Getting Started with Custom On-Hold Messaging:

  • Identify your target audience and their needs. What information would be most helpful to them while on hold?
  • Develop a clear message that aligns with your brand voice. Keep it concise, informative, and engaging.
  • Choose music that complements your message and brand identity. Avoid generic elevator music and opt for something upbeat and professional.
  • Incorporate a call to action. Encourage callers to visit your website, use self-service options, or connect with you on social media.
  • Test and refine your message regularly. Ask for feedback from customers and adjust your messaging based on their responses.

By ditching the generic hold music and embracing custom on-hold messages, you can transform those waiting moments into an opportunity to connect with your customers, build brand loyalty, and ultimately, create a more positive and satisfying experience for everyone involved.

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