Category: On Hold Messaging

On hold messaging is important because 60% of consumers will call your company after they see it on Google. There’s no way for you to answer them all and you don’t want a potential client to get frustrated after trying multiple times. You may be able to ease their frustration by upgrading your on-hold messages.

When you think about on-hold messaging, your first thought is probably of elevator music playing and the message informing your caller that their wait time will be “approximately ten minutes.” But today’s on-hold messaging offers much more than that.

A good on-hold messaging program can help you make an impression on your callers and drive more sales with each call you receive. Read on to learn how it works.

What Is On-Hold Messaging?

On-hold messaging is the process of playing music and notices to callers while they’re waiting for a representative. For example, if your organization doesn’t have a live receptionist and you want to let callers know that they’ll be waiting for a while, you can use an on-hold message to offer them an estimated wait time so they can plan accordingly.

Custom On-Hold Messaging

Today, on-hold messaging offers much more than just music and a simple message. Instead, you can use it to create a mood or convey information while the caller waits. This can help keep callers engaged in your brand and ultimately drive sales.

On-hold messages are an opportunity for you to make an impression on potential customers before they even speak with someone from your company.

Benefits of On-Hold Messaging

When you upgrade your on-hold messaging to include marketing messages, you can create a memorable impression on your callers. You can help them feel valued and informed. This, in turn, can help to reduce caller frustration.

They’re not just on hold, they’re learning about your brand!

Besides informing your customers, on-hold messaging offers other advantages:

Getting Feedback

While you may not be able to get into your callers’ heads, you can certainly help them feel heard by listening closely. We’re not just talking about what they want to buy; we mean hearing the reasons behind their needs.

The best way to do this? By asking questions!

Use your on-hold message to ask about the customer experience, and gather data to improve that experience.

For example, you might ask them to rate their most recent transaction with your company, or you can seek feedback on specific products or services. Asking for product reviews is a great way to get actionable feedback that helps you improve your offerings.

Product Promotion

You could include a call to action in your on-hold script that directly promotes a product or service. Mention a sale you’re currently having or a new service you’ve recently launched. This is a great way to get customers interested in what you have to offer while they’re waiting in the queue.

If you have multiple products or services, point out how they work together and offer discounts for bundling them.

Loyalty Program

If you have a loyalty program, make sure your on-hold message mentions it! You can use this time to remind customers of the benefits they receive by being loyal to your brand. This is a great way to keep your business top of mind and encourage customers to come back again and again.

Thank Your Customers

Be sure to thank your customers for their patience and patronage. A simple “thank you for holding” can go a long way in keeping customers feeling valued by your business. Remind them how much you appreciate their business and that you’re looking forward to serving them.

Promote Your Social Accounts

A strong social media presence is essential to all business strategies. Let your customers know how they can interact with you on social media and how to find you online. You could even promote an exclusive offer, deal, or contest that they can only get by following your business on social media!

Building Relationships

On-hold messaging isn’t just for keeping callers occupied while they wait. It’s also a way to communicate with callers in new ways that you might not have considered before. By getting creative with your on-hold messaging, you can use it to build relationships with your customers that will last long after they hang up the phone.

Announce Partnerships

No matter what industry you work in, chances are that you have partners or affiliates that help make your business run smoothly. Your customers might not know that, though. By announcing your partnerships while they’re waiting, you can give callers a better idea of who your company works with and establish a reputation.

Get Personal

With the right program, you can even create custom messages for particular times of day or days of the week to ensure that your current campaigns are always well-represented. Your customers will feel connected to your brand and the people who represent it, which can help them see your business as more than just a faceless entity.

Market Your Business More Effectively

On-hold messaging is an excellent choice for marketing your business in a new way. It’s cost-effective and easy to implement, but the benefits go beyond just giving callers a place to listen while they wait. It allows businesses to cultivate customer relationships.

These are just a few of the ways that you can use on-hold messaging to boost customer satisfaction. If you’re interested in learning more about how you can use this tool to make your clients happier, call us. We’ll help you upgrade your on-hold system, or start a new one!

While on hold, around 15% of callers hang up after only 40 seconds. This means that many businesses are losing out on potential sales or potential customers through this process. However, it is sometimes necessary to leave customers on hold for at least a little while, so how can businesses change the outcome? 

One way to encourage callers to stay on the line is through a custom on-hold message. A custom on hold for business has the potential to make a huge difference! In fact, it has benefits that go beyond just retaining callers. 

So, how does this work? Read on to find out! 

Reassure Customers

Part of the reason customers hang up while they are on hold is that they have no assurance that they are even getting through to anyone. Many people have had experiences calling a business that resulted in them staying on hold for hours only to have the company disconnect them unexpectedly. Both TV and movies have even parodied this idea because it is so common. 

This has led to a general disillusionment with the on-hold process. People do not trust it and, because of this, they give up on it. 

This is where a custom on-hold message comes into play. Messages like this reassure callers that their call is being taken seriously and will be answered as soon as possible. Simply hearing this helps. 

Prevent Boredom

With most generic on-hold messages, the customer is treated to an endless loop of repeating and annoying music. This becomes tiresome extremely quickly and is even more likely to lead to a customer hanging up in frustration. 

With a custom on-hold message, you have the ability to extend the loop further than usual. This keeps customers from becoming too tired of your message too quickly. In fact, if your message is long enough and your customer service is responsive enough, customers may not even make it through a single loop before their call is answered. 

Reinforce Brand Identity

In the modern business age, branding is more important than ever before. With branding, a company connects with customers and stays present whenever the customer needs them again. When it comes to business tips, finding and reinforcing an image is at the top of the list. 

An on-hold message is always an opportunity to do this. It is a moment when the customer is trying to connect with the company and the company needs a way to connect back to them. Any moment like this is an opportunity to be capitalized upon. 

With a generic on-hold message, this is difficult. A random song might match the vibe of a business but will struggle with anything beyond this. 

Meanwhile, a custom on-hold message is more personal. It has the ability to be specifically tailored to suit the business. 

This starts with music. For a business focused on fun, a bubbly jingle is perfect. For a business focused on relaxation, tranquil sounds are better.

This then extends to vocals. For the same business focused on fun, the bubbly jingle should be accompanied by an upbeat message. Meanwhile, the business focused on relaxation should pair their tranquil sounds with a calm voice. 

In fact, with a catchy enough jingle, you may find that customers keep your business in mind far longer than you would imagine. After listening to your custom jingle while on hold, they may find themselves singing your tune days later, which means your business is still in their head. 

A custom message should also include pertinent business details. It should remind customers of your business name, slogan, mission, and anything else that is important to your company. Hearing this information will further reinforce your brand identity in your customer’s mind.

Deliver Information

Regarding delivering information, one of the best features of a custom on-hold message is the ability to deliver additional information. We’ve already discussed how this relates to branding. However, custom messages go beyond just branding and extend into general marketing. 

While on hold for business calls, customers and potential customers are a captive audience. They have to keep listening to their phone in order to find out when they will connect with an employee. This is an opportunity that should not be wasted. 

Your business can use the time on hold time to alert your customers to anything you desire. This includes special sales, upcoming events, limited-time deals, featured products, and more. Basically, if you want your customers to know about it, this is the time to tell them.

This is even better than traditional marketing because you are directly interacting with someone who is already interested in your business. Instead of casting a wide net and hoping to reach a potential customer, you already have a customer or potential customer on the line. You simply need to deliver information to this individual.  

Most successful business strategies rely on using every dollar of a marketing budget to its full potential. With a custom on-hold message, you have the potential to reduce hang-ups while simultaneously using a marketing opportunity. This is an effective combination. 

Custom On-Hold for Business Benefits

There are plenty of reasons to consider a custom on hold for business. They retain customers, reinforce your brand identity, and even do a little marketing. When used properly, messages like these can make a large, positive impact on your business. 

If you are interested in creating your own custom on-hold message, contact the Killer Spots Agency to get the process started.

The rule of 7 says that a person needs to hear a message at least 7 times before they will take action on it. Your on-hold greeting can do some heavy lifting for your business by repeating your branding and marketing messages while your customers wait.

Custom on-hold messages also give you a chance to upsell your products or services, cross-sell related items, and build customer loyalty. By using an on-hold greeting, you can turn a wasted opportunity into a powerful marketing tool.

Keep reading as we discuss some of the benefits of using an on-hold greeting.

What Is an On-Hold Greeting?

An on-hold greeting is a recorded message that plays when customers call your business and are placed on hold. On-hold greetings can be used to inform customers about your business, promote your products or services, provide helpful information, or simply thank them for their call.

There are some benefits to using on-hold greetings in your business which we discuss below.

1. Increase Brand Awareness

When customers hear your company name and message regularly, they’ll start to remember it. This is especially important for businesses with a new product or service that they want to promote.

On-hold greetings are a great way to educate your customers about your products or services. You can use them to describe features, highlight benefits, and explain how your product works.

Your brand awareness will increase, and customers will be more likely to choose your company when they need the services or products you offer.

2. Improve Customer Loyalty

On-hold messages give you a chance to show off your company’s personality and build a relationship with your customers. By humanizing your brand, you’ll make it more relatable and trustworthy.

Regularly updated on-hold messages also keep your customers engaged and let them know that you’re always thinking of them. This will improve customer loyalty and make them more likely to do business with you again in the future.

Make your customers feel valued by showing them that you care about their time. By thanking them for their patience and letting them know that you appreciate their business, you can build customer loyalty.

3. Increase Sales

On-hold messages present a perfect opportunity to upsell your products or services. For example, if a customer is on hold waiting for customer service, you could use the opportunity to promote a related product that they might be interested in.

You can also use on-hold messages to cross-sell products that complement each other. For example, if a customer is buying a dress from your store, you could suggest they buy a pair of shoes to go with it.

On-hold messages are an effective way to increase sales and boost your bottom line.

4. Save Money

On-hold messages are a cost-effective way to market your business. They’re relatively inexpensive to create, and you can use them over and over again.

On-hold messages are also a great way to reach a wide audience without breaking the bank. You can use them to target new customers and market to your existing customer base.

By using an on-hold message, you can save money and get more bang for your marketing budget.

5. Improve Customer Service

On-hold messages can improve customer service by reducing wait times and holding times. By providing information about your products or services, you can answer common questions and help customers resolve issues without having to speak to a customer service representative.

You can also use on-hold messages to direct callers to your website or other resources where they can find more information. This will reduce the number of calls to your customer service line, freeing up representatives to handle more complex issues.

On-hold messages are a valuable tool that can be used to improve customer service and reduce costs.

6. Enhance Your Professional Image

On-hold messages present an opportunity to enhance your company’s professional image. By using a professional voice-over artist and creating high-quality messages, you can project a positive image of your business.

This is important for businesses that want to attract new customers and build trust with their existing customer base. On-hold messages are a reflection of your company, so it’s important to make sure they’re polished and professional.

The Dangers of Dead Air When Placing Callers on Hold

If you have to place a caller on hold or they’re waiting to be transferred to someone, it’s very important that you don’t leave them in silence. Dead air is very off-putting for callers and makes them feel like they’re not valued.

It can also be confusing, as they don’t know if they’ve been disconnected or if they’re still on hold. This can lead to frustration which is the main emotion callers feel when they’re on hold.

So, it’s important to have some form of on-hold greeting, even if it’s just music, so the caller knows they haven’t been disconnected and that you value their time. Don’t leave your callers in silence, use on-hold greetings to humanize your brand and build customer loyalty.

Reduce Hang-Ups with On-Hold Greetings

On-hold greetings are a powerful marketing tool that can help you increase brand awareness, improve customer loyalty, and increase sales. By using custom on-hold greetings, you can turn a wasted opportunity into a powerful marketing tool.

If you’re not using on-hold messages as part of your marketing business strategies, you’re missing out on a great opportunity to engage with your customers. Ready to get started?

The Killer Spots Agency produces high-quality on-hold messages that will engage your callers and leave a lasting impression. Contact us today to learn more about our services and order your custom on-hold greeting.

The scenario’s not new: you call up a company to make a payment and are met with an annoying, robotic voice placing you on hold. Next, the repetitive elevator music comes, and you’re in for a long hour waiting on the phone. 

The problem is that roughly 60% of customers in this situation will hang up. That fact still holds true today. That’s why it’s so important to have custom on-hold messaging that speaks to your brand marketing efforts and keeps clients engaged. 

So, are you ready to learn all about the benefits of implementing a custom on-hold for business calls? Check it out in this guide to customized on-hold recordings!

1. Improve Brand Recognition

When clients call your business, they’re looking for individualized support. And when you have a standardized run-of-the-mill recording, there’s no way to create that personal connection with your callers. 

Instead, your business blends into the countless others that use the same on-hold greeting or music. What could have been the chance to connect with clients becomes a lost opportunity. 

When you add on-hold recordings, however, you give yourself the chance to make your brand voice heard and to reinforce your messaging. You can promote what your company is about, strengthening your brand. 

Remember, every interaction you have with a customer is a valuable business opportunity. It’s important to make use of those interactions and maximize them.

2. Create a Professional Image 

Let’s play out a scenario here. Say you’re on the phone with two different companies. Both of them place you on hold.

One business gives you an engaging message in a professional tone, describing their new product line. The other throws you into a dark void of silence, forcing you to wait in boredom for a representative to get back to you. 

Using a custom on-hold message helps diminish some of the boredom associated with waiting on the line. And it gives you a chance to show off your business’s professionalism. 

The reason why this is the case is that customers’ first impressions, which are sometimes your on-hold messages, make a huge difference as to how they perceive your business. The better your hold messaging is, the more professional your business seems.

3. Boost Your Revenue

This might seem strange, but hear us out on this one. When customers hang up the phone, you lose potential business. And when you lose business, you lose business revenue. 

Companies might think that investing in custom on-hold messages is a wasted expense. However, if you consider the fact that the majority of clients will hang up the phone due to poor on-hold messaging, it’s actually a good investment.

By investing in custom on-hold messages, you can make the wait-time seem shorter, too. This keeps customers on the line because they don’t realize how much time they’re on the line. That connects you to them and enables you to pitch a sale much faster. 

Finally, you can actually include information about new products in your on-hold messages. This could entice customers to make additional purchases that they hadn’t originally planned on.

4. Keep Callers on the Line

A major part of keeping customers on the line is having strong on-hold messaging. That’s because many customers who are left to wait in silence end up hanging up the phone!

Keeping callers on the line is important. Even though sometimes it’s unavoidable to put clients on hold, it’s still important to make sure that you do everything you can to make the experience a positive one. 

When you use custom on-hold messages, you can make the experience more positive. Plus, you can actually make it more productive by offering information or product recommendations as part of your recording. 

Using your on-hold message as a place to offer client education reduces the likelihood that your clients will hang up because you make it a more pleasant and useful experience overall. 

5. Create a Better Customer Experience

What’s surprising to many businesses is that custom on-hold messaging actually keeps customers less stressed than using silence or simple music.

Reducing stress and frustration during the on-hold experience is critical because it ensures that your customers are in a positive frame of mind once they finally get through to you. Then, they’ll be more likely to buy.

In addition, providing a positive customer experience can lead to more loyalty. When individuals know that the on-hold experience with your team is pleasant, they’re more likely to call you in the future if the need arises. 

Lastly, when you provide customers with a positive experience, they’re more likely to recommend your business to others. That can lead to boosted sales and customer bases. 

6. Control Your Content

If your current on-hold sound is silence, you don’t have this issue. However, if you use music in your on-hold service, you need to be aware of licensing regulations. 

Businesses that don’t comply with licensing laws can actually wind up in big trouble for using copyrighted content on their on-hold calls!

By creating custom on-hold content, however, you’re in control of what gets played back to customers. You don’t have to worry about licensing issues or about run-ins with the laws since it’s your original work. 

Build Your Brand Marketing With Custom On-Hold Messages

Having custom on-hold messages is a fantastic way to improve your brand marketing strategy. It’s a better way to connect with clients and keep them engaged with your business. 

If you’re ready to get started improving your brand, give us a call. Together, we’ll position your business for success and increase customer engagement through expert marketing strategies. 

Most people tend to overlook customer service in their radio Ad plan production because an on-hold message can’t get you sales, right? 

Wrong. Customer service and on hold messaging could be the secret weapon to building brand loyalty and a better reputation for your business. 

In order to succeed in this area of your marketing strategy, you need to create the perfect on hold greetings for your company on-hold messages. Once you’ve mastered the telephone side of the business, you’ll start seeing results. 

So, let’s take a look at how you can craft a killer on-hold message that will win over your clients and improve engagement rates through radio commercial production…

How to Craft a Great On-Hold Message

Before you can begin to reap the benefits of on-hold messaging you need to be able to grab the attention of the listener. And, the only way to do that is by scripting an amazing dialogue and custom jingles for business.

Here’s how to create a brilliant on-hold message and a jingle for commercials:

1. Know Your Audience

One of the worst things to do in an on-hold message is to write a script that isn’t relatable to your target audience. First, you need to brainstorm the age group, gender, lifestyle, and other factors that will interest your audience.

Next, you need to write a custom on hold message for your business that will appeal to their interests or provide a solution to their problems. 

2. Relax and Be Natural

When you think of recording on-hold messaging with custom jingles for the business you might automatically start sounding robotic and frigid. Even though this is normal when you’re reading a script…

It could harm your business, radio ad production, and commercial radio production.

An easy way to avoid sounding fake or awkward is to imagine how you would like to be talked to. If you put yourself in the position of the caller then you’ll instantly feel more comfortable. 

Just remember to read it aloud, ask people to edit it, and do a practice test with colleagues to find out if it sounds natural or not. That way, you’ll avoid the deafening silence on the phone when you receive callers. 

3. Time Is Precious

Callers can become impatient if they have to wait a few minutes on hold. That’s where customer on-hold messages for business come to the rescue. But, time is precious for callers and for your business…

So, you need to make sure that there is enough information to tell your caller to avoid them listening to the same message over and over again.

4. Make It Current

Another way to make your on-hold message more personal besides custom music-on-hold messages is by adding a current theme to your recording. For instance, holidays are a perfect time to update your script. 

Wishing your caller a Happy New Year or Merry Christmas is a small way to keep your message relevant and relatable. You can also include announcements about upcoming events and deals. 

Not only should the message be current to the season but it should also be current to your business timeline. You could even research a green screen studio rental in Cincinnati to plan out your Ad.

Therefore, scheduling a day every few months to check over the message and implement changes will improve the quality. 

5. Have an End Goal

Writing a script for an on-hold message is about more than just talking to fill up the silence. As a business, you should always have an end goal in sight. So, what do you want to accomplish with the message? 

If your aim is to promote your services and make sales then you should be subtle. Don’t bombard the caller with forceful sales jargon, just give them an impressive fact about the business and highlight your best features. 

Once you’ve given callers this information you will offer them a chance to reach out and come to you to find out more. This will benefit your business immensely and help you build more customers.

6. Offer a Call-Back Option 

Offering a call-back option in your on-hold message could be a good idea if you’re worried about keeping your callers waiting and don’t want to run into complaints later on. 

By removing the element of waiting, the caller will feel less stressed and you won’t need to apologize for making them wait longer than expected. It works for the caller and for you. The ideal combination!

What to Avoid

Without a doubt, one of the most important parts of an on-hold message is the music. We’ve all experienced the awful elevator music that repeats on a loop when you’re calling customer service to find out about your purchase. 

So, getting the music right is vital to making your message memorable and high-quality. Now, you might be thinking, how can you go wrong with the music?

Knowing what to avoid when it comes to music could make or break your on-hold message. First, you want to ensure that the music matches your brand. Otherwise, your custom radio Ads for business will fail.

For example, if you have a yoga studio that blasts death metal on the message then it might confuse your caller. The tone doesn’t translate to your brand and it could put people off calling again. 

Therefore, you want suitable music. If you take the yoga studio as a reference then you might want to play something meditative and soothing like a soft jingle. This conveys calm and peace. Everything you want!

If you’re looking to make your on-hold message personal and choose the best music then Killerspots is the place to go. You won’t find a better company to produce your script and offer custom features. 

Even though an on-hold message might be at the bottom of your priority list that doesn’t mean you shouldn’t focus on its quality. It’s the little things that matter. 

Give Your Callers the Experience of a Lifetime

An on-hold message is a simple way to boost your business’s reputation and build better connections with your customers. No one likes to be put on hold, but if you make the experience more enjoyable it lessens the stress. 

It makes your caller feel like they matter. Do you want your customers to feel important? Then, invest in upgrading your on-hold messages with jingles production! 

Killerspots can offer you comprehensive ordering options, custom music, and all at an affordable price. Don’t wait any longer and reach out today to find out more! 

Many American consumers may end up spending half their lives on hold. It’s estimated that Americans spent 900 million hours on hold in one year. That’s about 43 years out of their lives.

On-hold music usually makes the wait more bearable. Research showed that callers are more likely to stay on the line at least 30 seconds longer. Commercials are even more effective as they keep them on the line for at least three minutes. 

However, with the hectic pace of life and the growing demand for faster service, buyers may be more likely to hang up completely and try another company. Having callers on hold is sometimes inevitable, but this time provides an ideal opportunity for businesses to capture the attention of potential customers. 

Companies can strike a perfect balance with on-hold messaging. It can alleviate the irritation of being on hold while providing customers with relevant information. Here’s how.

What Is an On-Hold Message?

An on-hold message is a scripted recording a caller hears while they wait to speak with a representative after contacting a company. It’s a business marketing strategy that’s also known as audio marketing or on-hold messaging. It provides a way for businesses of all sizes to communicate to their customers while they’re being transferred or are waiting on hold.

On-hold messaging can enhance a customer’s overall experience while interacting with a company. This improves the reputation of the business and increases the likelihood that a potential customer will purchase the company’s product or service. It’s a branding strategy that can increase a company’s revenue.

Examples of On-Hold Messages

No one enjoys waiting after making a call. Especially when the information needed is simple. However, due to high call volumes, sometimes businesses cannot avoid this.

Some businesses also have products or services that may require more in-depth conversations about their use. This can also increase the length of time that other callers are waiting to speak to a representative.

Time is money for customers and businesses. Companies can use this time, to satisfy their customers, or promote their products to increase sales. Here are a few examples businesses can use for their on-hold messaging.

The message can:

• Thank the customer for calling
• Apologize to the customer for the wait time
• Indicate how long the wait may be or the customer’s place in line
• Provide information about the company, its products, services, and experience
• Indicate the company’s location or give directions and hours of operation
• Highlight the company’s website and social media presence
• Give details about specific products or services or highlight new products or services
• Inform customers about company policies such as returns or warranties
• Provide testimonials or reviews of the company
• Inform them about special promotions, offers, or sales

Businesses can use these examples individually or combine one or more of them. The key is to provide customers with the information they need and want. The aim is to ensure the message is interesting or relevant enough to keep them on the line.

Benefits of On-Hold Messaging

On-hold messaging is an essential business marketing tool that enhances the professionalism of any business. It provides the opportunity for a company to show customers that they value their time and loyalty. Any business that implements an on-hold messaging system can benefit in the following ways every time a caller is on hold.

Keep Customers on the Line

Anyone who calls a business represents an engaged prospect. This customer has chosen a specific company to call to either obtain information about or purchase a product or service. The business has already caught their attention and should keep it if they want a sale.

An on-hold message keeps potential customers engaged especially if it provides the information they may have been calling for. It often keeps customers from hanging up and trying another business. It’s the first step in building customer relationships so it should be a positive experience.

Increase Sales

A potential customer that has a positive experience with a company will be more willing to purchase from that business. A study conducted by Walker last year found that customer experience was a key brand differentiator, often more than product or price. 

On-hold messaging provides an opportunity for brands to make a good first impression. They can promote their products and services as well as provide information that may provide a solution to a potential customer’s problem. This can increase the chances of the customer purchasing the company’s product. The caller may even include additional products that they had no intention of buying before based on the information they heard while on hold.

Showcase Lower-Performing or Lesser-Known Products

Businesses can create attention for lesser-known or lower-performing products with a captive audience. On-hold message scripts can promote these products.

Even though these products may be unfamiliar to customers, they might also be useful. But customers won’t know that unless they are told.

Enhance the Customer Experience

On-hold messaging ensures a caller’s wait time is not in vain. The system it’s built on also facilitates getting customers to where they need to be faster. On-hold messaging is usually incorporated into an interactive voice response (IVR) system and auto attendants.

This allows a business to route calls based on what the customer is looking for. It gives callers various options that direct them to the appropriate agent or department for assistance. This usually results in shorter wait times and faster service delivery.

Promote Company Brand and Products

A company can reinforce the benefits of using their brand or promote their products to customers on hold. Businesses can even go as far as using a voice that becomes representative of their brand. The voice can be an extension of the business’ style and tone and reinforce company values.

As the voice becomes synonymous with the business, a company can use it to reinforce its brand to create brand loyalty, stand out from competitors and leave a positive impression.

Knowing what on-hold messaging can do for a business is important, but first, a company should know how to get started.

Building an On-Hold Messaging Strategy

Having an on-hold messaging strategy is essential for successful implementation. This will take time but should be well thought out to ensure proper execution. Here are the key steps businesses should follow to create an on-hold messaging strategy.

Identify the Main Message

A business should focus on the benefits of on-hold messaging and build on them to create its main messages. They should look at ways to use the message to promote their business. They can achieve this by reviewing some of the following:

• Reasons customers contact their business
• The information that would be beneficial to customers while on hold
• The information customers ask for regularly (directions, hours of operations, location)
• Channels available for customers to get additional information (website, social media, etc.)
• The promotion of new products or services 
• Special promotions that may interest callers
• Lesser-known products and services that would be of interest to customers

The answers to some of these will indicate the best messaging for the company. It is a great place for any business to start formulating a strategy.

Write a Script

Businesses can use these main messages to start creating a script. If they don’t have the expertise in-house they can hire an experienced company that provides on-hold messaging services.

An on-hold messaging company will help them to create a script that is conversational and flows naturally. To ensure the message is effective, on-hold messaging experts will read the script aloud ensuring there is clarity in the messaging and its flow.

Ideally, each part should include one to two sentences so that callers hear the key messages before they decide to hang up. The aim should be to make each short and sweet.

Formulate a Production Plan

Production will include the recording and delivery of the message. A business should choose a voice that reflects the general culture of its company. If the company stresses its years of experience in all of its messaging, the voice chosen should project this for listeners.

The business must know the tools and hardware that it requires to incorporate the message into its current system. They should ensure they use a system that’s manageable and provides the option of in-house updates, if necessary.

It’s also wise for a company to designate someone to update the scripts.

If a company is uncertain, they can always defer to the experts who will let them know the equipment needed and the easiest way to update the system regularly.

Messaging That Sells

There’s a general obsession with saving time or using it wisely. Consumers are definitely not immune to it. They often demand service in the shortest possible time where possible. Businesses don’t like making their customers wait, but often this is inevitable. However, it doesn’t have to be to a business’ detriment.

On-hold messaging has become a great way for businesses to capture their customer’s attention. It makes the customer’s hold time more bearable and allows the company to provide relevant information that can benefit the customer.

However, an effective on-hold messaging strategy is necessary for a company to truly benefit from its implementation. The Killer Creative Blog assists companies in formulating an on-hold strategy that works. We provide customized messaging and music to keep customers engaged. Contact us for a quote today!

The average American will spend around 43 days on hold over the course of their lifetime. That works out to around 13 hours a year.

Small business owners hope their customers never spend that long waiting on agents. It’s inevitable, though, that there are going to be times when customers will have to hold the line.

That’s why small business owners must consider on hold messaging for their businesses. That’s valuable time a customer is spending with a business. By not having the right on hold messaging in place, the business is missing a key opportunity.

So, how can small business leaders make sure they have the right messaging in place? This detailed guide walks through the ins and outs of crafting the perfect message. It also explores the impacts of on hold messages.

Why an the Right on Hold Message Matters

Before diving in to crafting the perfect message, it helps to understand the impact these messages have. On hold messaging is an often overlooked point of service. That means business leaders are missing a key opportunity to deliver an outstanding experience.

Customers may call a business because they have questions or they need help. In some cases, they’re frustrated. Spending a long time on hold, listening to hold music, can make them more frustrated.

Some people may hang up. Others may decide they won’t deal with a business again. They’ll look for new partners.

Automated messages can help, but they need to contain the right information. The right message can help customers feel appreciated and supported.

They also provide an opportunity for business owners to communicate their latest deals. Cross-selling and upselling messages can be informative.

That’s why small business owners should stay away from generic prerecorded messages. These don’t help customers, and they can even increase feelings of frustration.

With that in mind, it’s time to learn how to craft the perfect on hold messages for a small business.

Provide Estimated Wait Times When Possible

Business owners should let customers know how long they can expect to be on hold.

Generic automatic messages often tell customers that their call “is important” and to continue holding. The message may reassure customers that someone will be with them “soon.”

Small business owners should look into systems that give customers an estimated wait time. Providing this information can keep people on the line longer. If they know it’s only going to be a few more minutes, they’re less likely to get frustrated and hang up.

Providing an estimate is more informative than saying “soon.” It also isn’t as frustrating as hearing an agent will be available “soon” for 20 minutes.

Offering an estimate can seem difficult. It’s possible to find answering systems that will play a prerecorded message, followed by an estimates time calculated by the system.

Make on Hold Messaging Informative

Next, small business leaders should consider the messages they convey. Customers appreciate informative messaging. It offers them a much better experience.

That’s one reason messages that thank customers for holding and tell them their call is important are popular. These messages reassure the customer that the business does value them.

They’re not always enough, though. Offering the estimated wait time is one example of being more informative.

An on hold message should also include contact information. It may also give the customer other options for getting in touch. That way, if they can’t wait the estimated wait time, they can still find another way to ask their question or express a concern.

This provides convenience to the customer, which improves their experience.

Next, think about informing the customer about deals, special offers, and more. A customer calling with a billing inquiry may be interested to learn more about a special deal the business has on offer. They may ask to switch their plan to that as a way of resolving their question or concern.

This helps the business keep the customer’s business. It also helps improve the customer’s own satisfaction. They’ll be happier knowing their concern was addressed and they got a great deal.

Providing more informative messaging may mean switching messages more often. This can also keep customers interested. If they have to call a business often, then they may hear something new each time.

Crafting the Perfect on Hold Message

Now it’s time to start crafting the perfect on hold messages for customers. There are five types of message content to consider:

• The greeting
• Offers and promotions
• Answers to frequently asked questions
• Review requests
• Educational messages

Offers and promotions, educational messages, and FAQ answers are all highly informative. Greetings and review requests are more customer-service oriented.

The greeting is indispensable, but a business doesn’t need to include all these types of messages. It may be helpful for a small business to pick one or two. A request for review and a few FAQ answers may be enough for a small business.

Tips for a Great Greeting

The greeting message should play when the customer reaches the phone queue. It should be warm and inviting. It should also give the customer key details, such as the name of the business they’ve called.

Including a business tagline can also help the customer know they’ve reached the right place.

The next lines should inform the customer about what will happen next. The message should identify that agents are currently busy and that the customer is on hold. If possible, customers should get an estimated wait time.

The greeting should only be played once. As the customer continues to hold, a variant may play. The message may thank them for continuing to hold and provide an updated wait time estimate.

Informative FAQ Answers and Educational Messages

Answering some FAQs in messages can be a great way to make use of the customer’s valuable time. In some cases, they may even get the answer they’re looking for from the message.

This can be helpful for both them and the business’s agents. The customer can hang up, satisfied with the answer, and lines may free up.

Consider including information such as business hours, address, or other relevant information. A pizzeria, for example, might include information about where they deliver.

Educational messages may go beyond the FAQ answers. They provide supportive messaging that direct customers to helpful resources. An example is a tech company that directs people to a troubleshooting guide for common problems.

It’s important to be supportive here. Customers often call as a “last resort.” They don’t want to hear about “simple solutions” that they’ve already tried.

Promotions and Reviews

As mentioned, giving customers information about deals or promotions may intrigued them or help them resolve an issue.

Asking for a review is another common message. The message will ask customers to consider rating their experience or leaving feedback. There may be a reward, like a contest entry, for leaving feedback.

Recording on Hold Messages

Now it’s time to look at the recording process for small business on hold messaging. The first step is usually to write a script.

Many business leaders feel they don’t need to come up with a script, because the messages are so short. Having a script is important, though.

It helps business leaders ensure the right information is given. A written script is easier to check for accuracy and completeness before recording. It can always be tweaked to sound more natural too.

The written script can also be rehearsed and referenced during recording. It can help the voice-over artist pace themselves so the message is easy to understand.

Working With the Professionals

Many small business owners skip on hold messaging. They believe it’s too expensive to have someone else record their messages. They may also believe they can do it themselves, but they never find the time.

Working with professional voice-over artists is often more affordable than business owners think. It also gives messages a personalized flair. That can make messages warmer, more inviting, and even easier to understand.

It also means the job gets done on time.

It’s important to find the right “voice” for a business, so don’t hesitate to have a few people audition. Listening to samples can also help.

The right voice, combined with the right message, helps customers feel both reassured and appreciated.

Step up the on Hold Game

On hold messaging is more important than many business owners give it credit for. With the right messages and the right team, on hold messages can improve the customer experience and make more of their valuable time.

As a result, the right on hold message is important for any business’s growth. Ready to discover what a better on hold message could do for a business? It’s time to get in touch with the experts and hear the difference.

Everyone hates being placed on-hold. Especially when time is short and your customers are busy. If you run a popular company but you care about your employees, you know the importance of an excellent on-hold message. 

Your on-hold message can be the difference between a hang-up and a customer that stays in it for the long haul. What’s more, on-hold customers present you a unique opportunity in today’s world– a highly engaged audience. 

Marketing experts fork out millions every year to target engaged audiences. But you’ve got an entire queue-full for free. That’s why we’re here to make sure you don’t mess up this incredible opportunity by presenting out top tips for engaging on-hold messages.

Want to know how to keep customers on the line, satisfied, and excited to engage with your business? Keep reading for the 7 things you need to create the perfect on-hold message every time. 

1. Start With a Greeting

To set the stage for your customer’s on-hold experience, you need the perfect greeting. Any good business greeting should include the business name. And if you have the right call-in software, you may also prefer personalizing the greeting to include the customer’s name. 

But many companies also enjoy creating short slogans to highlight their business expertise. 

For example, companies that are a local staple might mention how long they’ve been in business. Similarly, if your company has won awards for your products or services, you can mention it in your greeting. 

2. Set Your Customers’ Expectations

Once you’ve greeted your incoming caller, it’s time to let them know what to expect from the call-in experience. Are queues full and will there be wait time? If so, make sure to tell the customer how long they can expect to wait or even what number they are in line.

Does the customer have other options aside from speaking with a representative? Then it’s time to list those other options now. And one of those options should always be the next tip on our list: an FAQ on-hold message.

3. Offer FAQs to Save Time

One of the most useful options in your on-hold message is a list of frequently asked questions. Your customer’s question may be on this list, saving them from having to wait in a long queue just to discover the answer is more simple than they might’ve thought. 

Common FAQs include:

• Company business hours
• Business location or address
• Your website

Including directions to your website is an excellent idea for companies that offer services that can also be done online. Is your customer calling to schedule an appointment? Direct them toward your website where they can set up a time online.

4. Make Wait Times Worthwhile

Once a customer is well-informed about their options, you may want to offer something useful to them. After all, the number 1 reason people hang up while on-hold is because they have better things to do than wait. Make their wait time worth it to avoid premature hang-ups.

Include details on upcoming promotions, sales, or exclusive offers. This may also be a good time to plug new services or products your customer may not be aware of. That way, your call-in customer will feel less like they’re wasting time and more like they’re getting something in return for waiting patiently. 

5. Educate While They Wait

While on-hold messages can be an excellent time to up-sell, don’t make your customers think it’s all about your business. Take the time to remind your customer you care with short educational content in your on-hold message. 

Gone are the days of playing boring and monotonous elevator music while they wait. Instead, customers want to be educated through your on-hold message. 

One of the best ways to do this is by offering little tips and tricks that pertain to your business or industry. For example, a credit card company might offer advice on how to improve credit scores or find the best deals on interest rates.

6. Remind Customers to Leave a Review, Like, or Comment

In today’s totally online world, a review can be one of the most valuable customer interactions for a business. Not to mention getting customers to engage with you online. These things build your social proof with prospective customers and go a long way to help improve your business’ visibility in the community you operate in.

But don’t just plug your social media pages and ask for a review full stop. Make sure to let customers know that you value their opinion. Use this time to also let them know if they’ve had a negative experience in the past, you’re more than happy to speak with them about it and resolve your negative feelings.

And when possible, offer customers something in return for leaving a review or following your social media accounts. For example, many companies offer future discounts or free items in exchange for a review on Google or another popular review platform. This will not only incentivize the process but it will also show your customers you really do value their opinion.

7. Be Gracious– Say Thank You

Just as you should never begin an on-hold message without a warm greeting, you should never end a customer’s experience with anything but profuse gratitude. No one likes wasting time on hold. But when you let your customers know you recognize their time sacrifice, they’re more likely to feel like waiting is worth it. 

Get a Custom On-Hold Message For Your Business

Searching for an affordable, custom on-hold message to start engaging customers at your business? Killerspots is here to help. Check out our On-hold Message Services and find out you can start improving customer satisfaction while on-hold today!