In today’s fast-paced world, customer experience is everything. One often-overlooked aspect of this experience is what callers hear when they are placed on hold. Whether you like it or not, hold time is inevitable, and how you handle it can make or break the caller’s perception of your business.
A well-crafted on hold message can keep customers engaged, reinforce your brand, and even drive sales.
On the other hand, a poorly executed message (or lack of one altogether) can frustrate customers and send them straight to your competitors.
To help you get it right, here are the essential do’s and don’ts of messages on hold for your business.
The Do’s
1. Do Keep It Professional and Engaging
Your on hold message should sound polished and professional. Use high-quality audio production and a voice that aligns with your brand. A friendly and articulate voice-over artist can help maintain a positive connection with your callers while they wait.
2. Do Provide Valuable Information
Your hold message is a great opportunity to educate your customers. Use this time to share important details about your products, services, special promotions, business hours, or upcoming events. Providing useful information can make the wait time feel shorter and more productive for the caller.
3. Do Include a Call to Action
Every marketing tool should have a purpose, and your on hold message is no different. Encourage callers to take action, whether it’s visiting your website, following you on social media, signing up for a newsletter, or learning about a limited-time offer. A well-placed call to action can turn a passive listener into an engaged customer.
4. Do Update Your Messages Regularly
Stale content can make your business seem outdated. Regularly update your hold messages to reflect seasonal promotions, new product launches, or changes in your business operations. Keeping your messaging fresh ensures that returning customers hear something new and relevant each time they call.
5. Do Keep It Concise
People don’t want to be overwhelmed with too much information while they wait. Keep your messages short, clear, and to the point. Aim for a message cycle of about 45 to 60 seconds before looping, ensuring that key points are effectively communicated without becoming repetitive or boring.
6. Do Use Background Music Thoughtfully
Music can enhance your message, but it should be chosen carefully. Opt for music that reflects your brand personality and is pleasant to listen to. The volume should be balanced so that it complements the voice-over rather than overpowering it.
The Don’ts
1. Don’t Leave Callers in Silence
Dead air can make callers wonder if they’ve been disconnected, leading to frustration and hang-ups. A well-crafted on hold message reassures callers that they are still connected and provides an engaging distraction while they wait.
2. Don’t Use Annoying or Repetitive Messages
Hearing the same line over and over again can irritate customers. Avoid excessive repetition and make sure your script varies enough to keep the experience pleasant. If possible, rotate different messages to prevent listener fatigue.
3. Don’t Make It Sound Like a Sales Pitch
While it’s okay to promote your products and services, your on hold message shouldn’t feel like a hard sell. Instead of bombarding callers with aggressive advertising, focus on providing helpful information that adds value to their experience.
4. Don’t Use Low-Quality Recordings
Poor audio quality can make your business seem unprofessional. Avoid robotic or synthetic voices, distorted sound, or messages recorded on low-quality equipment. Investing in professional audio production can make a significant difference in how your brand is perceived.
5. Don’t Play Inappropriate Music
Music that is too loud, too fast, or too aggressive can annoy callers. Additionally, music with lyrics can be distracting and may not align with your brand image. Stick to instrumental tracks or subtle background music that creates a pleasant atmosphere.
6. Don’t Keep Callers on Hold for Too Long
Even with a great on hold message, no one wants to wait forever. If long hold times are common in your business, consider offering a callback option, improving customer service efficiency, or staffing appropriately to reduce wait times.
Conclusion
A well-designed on hold message is more than just a filler, it’s an opportunity to engage, inform, and impress your callers. By following these do’s and don’ts, you can create an experience that keeps customers happy and enhances your brand’s reputation.
If you’re looking for a professional and engaging hold message for your business, check out Marketing Message to see how custom messaging can make a difference.