What is On-Hold Messaging? (Explained With Examples)

08 November 2023

What is On-Hold Messaging? (Explained With Examples)

On-hold messaging is a powerful tool that businesses use to engage and inform callers who are placed on hold. It is a way to make the waiting time more pleasant for callers and also provides an opportunity for businesses to deliver important messages to their customers. In this article, we will explore the definition of on-hold messaging, discuss its advantages and disadvantages, and provide several examples to illustrate its effectiveness

What is On-Hold Messaging?

On-hold messaging refers to the recorded messages that are played to callers while they wait on hold during a phone call. Instead of listening to silence or generic hold music, callers hear a series of informative and engaging messages. These messages can include key information about the business, promotional offers, upcoming events, reminders, industry insights, or other relevant content.

1.1 - Definition of On-Hold Messaging

On-hold messaging is a customized audio experience that aims to entertain and inform callers while they are waiting on hold. It involves the creation of a script that is tailored to the specific business and their target audience. This script is then professionally recorded by voiceover artists and mixed with background music. The resulting audio is played to callers to enhance their on-hold experience.

When creating the script for on-hold messaging, businesses have the opportunity to showcase their unique selling points, highlight their products and services, and provide callers with valuable information. The script can be crafted in a way that aligns with the brand's tone and voice, ensuring consistency across all customer touchpoints. By investing in professional voiceover artists, businesses can add a touch of professionalism and credibility to their on-hold messaging.

Furthermore, the background music chosen for on-hold messaging can greatly impact the overall experience. Careful selection of music that matches the brand's identity and resonates with the target audience can create a pleasant and engaging atmosphere for callers. The right combination of voiceover and background music can make the on-hold experience memorable and enjoyable.

1.2 - Advantages of On-Hold Messaging

On-hold messaging offers several advantages for businesses:

  • Reduce Caller Abandonment: By keeping callers engaged and entertained, on-hold messaging can reduce the likelihood of them hanging up and abandoning the call. Instead of listening to silence or repetitive hold music, callers are provided with valuable information that holds their attention.
  • Promote Products and Services: On-hold messaging allows businesses to promote their products and services directly to a captive audience, increasing the chances of generating additional sales or upselling. Callers can learn about new offerings, special discounts, or upcoming events, creating opportunities for increased customer engagement.
  • Enhance Brand Image: By delivering a professional and informative on-hold experience, businesses can enhance their brand image and convey their expertise and commitment to customer satisfaction. Callers are reassured that their call is important and that the business values their time by providing relevant and valuable information.
  • Offer Important Information: On-hold messaging provides an opportunity for businesses to deliver important information such as business hours, website details, or upcoming events to callers, reducing the need for repetitive explanations later in the call. This not only saves time but also ensures that callers have access to accurate and up-to-date information.

1.3 - Disadvantages of On-Hold Messaging

While on-hold messaging has many benefits, it is important to consider potential drawbacks:

  • Potential Irritation: Some callers may find on-hold messaging repetitive or annoying, especially if they need immediate assistance or have been on hold for an extended period. It is crucial for businesses to strike a balance between informative messages and the caller's need for prompt assistance.
  • Script and Voiceover Costs: Creating a professional on-hold message requires investment in scriptwriting and hiring voiceover artists, which may not be practical for all businesses. However, the benefits of a well-crafted on-hold message can outweigh the initial costs, as it can contribute to increased customer satisfaction and brand loyalty.
  • Limited Call Duration: On-hold messages should be designed to cater to the expected hold time. If callers are frequently placed on hold for extended periods, the messaging may become repetitive or irrelevant. Regular evaluation and updating of the on-hold messaging content can help ensure that it remains fresh and engaging for callers.

Examples of On-Hold Messaging

On-hold messaging is a powerful tool that businesses can utilize to enhance the caller experience and maximize their communication opportunities. By delivering informative and engaging messages, businesses can keep callers engaged, promote products and services, and strengthen their brand image. Let's explore some examples of on-hold messaging in different contexts.

2.1 - Example in a Startup Context

Imagine you are a caller placed on hold when contacting a startup company. The on-hold messages could include information about the company's mission, recent achievements, and unique selling points. It could also highlight success stories from satisfied customers and provide information on upcoming product launches or events.

For instance, the on-hold message might share how the startup was founded by a group of passionate entrepreneurs who identified a gap in the market and decided to create innovative solutions. It could highlight the company's dedication to customer satisfaction and its commitment to delivering top-notch products or services.

The on-hold message could also provide insights into the startup's journey, sharing milestones and accomplishments that demonstrate its growth and success. This could include information about partnerships with industry leaders, recognition from prestigious awards, or positive media coverage.

Furthermore, the on-hold message could showcase the startup's unique selling points, such as its cutting-edge technology, exceptional customer support, or competitive pricing. By highlighting these aspects, the company can differentiate itself from competitors and instill confidence in the caller.

2.2 - Example in a Consulting Context

When reaching a consulting firm, on-hold messages could share industry insights, tips, and case studies that showcase the firm's expertise. The messages could also highlight the credentials and achievements of the firm's consultants, instilling confidence in the caller and reinforcing the firm's value proposition.

For example, the on-hold message might provide statistics and trends related to the consulting industry, offering callers valuable information that they can use to make informed decisions. It could also share success stories of clients who have benefited from the firm's services, illustrating the tangible results that can be achieved through collaboration.

In addition, the on-hold message could highlight the qualifications and experience of the firm's consultants. It could mention their educational backgrounds, certifications, and any notable achievements or contributions they have made to the field. This would further establish the firm's credibility and expertise.

Moreover, the on-hold message could provide callers with practical tips and strategies that they can implement to improve their business operations. This could range from advice on streamlining processes to optimizing marketing strategies, tailored to the specific industry or niche the consulting firm specializes in.

2.3 - Example in a Digital Marketing Agency Context

If you were calling a digital marketing agency, the on-hold messages could educate callers about the latest digital marketing trends, offer practical tips for improving online visibility, and showcase successful campaigns the agency has executed. It could also provide information on the agency's service offerings and the benefits of working with them.

For instance, the on-hold message might discuss the importance of search engine optimization (SEO) and how it can drive organic traffic to a website. It could provide insights into the latest SEO techniques and best practices, empowering callers to enhance their online presence.

The on-hold message could also highlight successful digital marketing campaigns the agency has executed for clients, sharing specific results and metrics to demonstrate the agency's ability to deliver tangible outcomes. This would showcase the agency's expertise and track record of success.

In addition, the on-hold message could outline the agency's service offerings, such as social media management, content creation, or pay-per-click advertising. It could explain how these services can benefit businesses by increasing brand visibility, driving website traffic, and generating leads or sales.

Furthermore, the on-hold message could emphasize the agency's unique approach or competitive advantages, such as its team of experienced professionals, data-driven strategies, or personalized client support. This would differentiate the agency from competitors and highlight the value it can provide to callers.

2.4 - Example with Analogies

To further illustrate the impact of on-hold messaging, let's consider an analogy. Imagine waiting in line at a theme park without any distractions. It would likely feel tedious and boring. However, if the park played entertaining messages about upcoming attractions, shared fun facts about the park, and provided tips for enjoying the rides, the waiting experience would be more enjoyable and engaging.

Similarly, on-hold messaging can transform the waiting experience for callers. Instead of being subjected to silence or generic music, callers can be entertained, informed, and engaged through relevant and interesting messages. This not only reduces perceived wait times but also enhances the overall caller experience.

By incorporating analogies like this, businesses can help callers understand the value and importance of on-hold messaging. It highlights how on-hold messages can turn a potentially dull and unproductive waiting period into an opportunity for businesses to connect with their callers and deliver valuable information.

In conclusion, on-hold messaging is a valuable tool for businesses to enhance the caller experience and maximize their communication opportunities. While on-hold messaging may not be suitable for all businesses or callers, when implemented effectively, it can greatly contribute to customer satisfaction and overall business success.

About the author
Arnaud Belinga
Arnaud Belinga
Arnaud Belinga is the Co-Founder & CEO at Breakcold. He talks about Sales CRM use, marketing & sales. He loves Surfing 🏄‍♂️ & Skateboarding 🛹️.
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