On hold Messaging to Build Smarter Custom Communications

On hold Messaging to Build Smarter Custom Communications


 In real estate, the mantra is “location, location, location,” but in marketing, it’s all about communication, communication, communication. To have a successful ad campaign, you need to be able to: keep your customers informed. In today’s fast-paced world, where news travels faster then ever before, people demand and expect information when they want it and how they want it. If you don’t provide it to them, either someone else will or they will find it themselves.

Getting the most out of your marketing campaign is simple; communicate effectively to the right customers at the Right time! And, what better time than when you have a captive, interested and listening audience – your callers waiting on hold. Personalize your on-hold messaging to connect with current customers and prospects can provide optimal results. Put yourself in your caller’s shoes and think about the type of information that you would want. What would make you feel better about doing business with your brand? What would make you sleep better at night?

No one invests money in a marketing campaign without expecting a return on that investment. Over the past 23 years, we have seen hundreds of campaigns and seen both tremendous successes and tremendous Failures!  So, what separates the best from the worst? Delivering the right message, at the right time to the right Person. The most basic marketing principle is to have your message connect with your customer. As a marketing and communications tool, customized telephone on hold message programming provides for highly targeted and personalized communication to connect and capture the customer.

So how do you build the right messaging? Well, there are four basic steps to a result-oriented on hold marketing campaign. Make your message a statement about what sets you apart from the competition. Start building a relationship with the customer through your first communication. For communications to make a positive impact on your business, every message must be relevant, accurate and influential. Today, businesses are seeking cost-effective, innovative strategies and technology that can help build smarter customer communications. However many brands go brain-dead when it comes to inbound communication with callers.  You can add great value to effective client communications with on hold messages which help you deliver higher customer engagement, leverage a unique one-on-one opportunity with customers, and is a great strategy to drive revenue!

In order for your communications strategy to be successful it must be:

  • Clear
  • Consistent
  • Convenient
  • Compelling


Clear: Since you aren’t competing for a Pulitzer Prize, spend your time making sure that your communications are very clear, and don’t use jargon and words that people might not understand. Make your communications short, focused and to the point, so that people will be willing to spend the time to read what you have to say.

Consistent: Be consistent in the frequency with each form of communication that you utilize.

Convenient: Seriously, is there any more convenient method of communicating with customers and prospects than when they’ve already called your business and have some interest level in your offering?

Compelling: The content you provide has to lead to an action that will satisfy a client need. For example, always make sure that your on hold message content is interesting. We all get bombarded with marketing messages and often tune them out. This is bad for business, so ask yourself: Am I providing actionable information? Am I adding value?

The bottom line is custom music on hold and message builds smarter customer communications and keeps you being proactive. Contact The Original On hold, Inc. and we can develop an on hold marketing strategy to improve effectiveness and efficiency.

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