Brand Consistency Across The Phoneline

Businesses spend countless hours fine-tuning their marketing methods to represent their brand properly and consistently through social media, email, leaflets, and many other platforms. However, often neglected is the phoneline, it’s easy to overlook the value in this media however with this being one of the only direct and live methods of communication with the customer, it is incredibly valuable to pay attention to it. There aren’t many methods you can so actively acquire your clients’ attention with as well as the phone line.

To really emphasise the importance of a properly curated group of phone messages we have to look through the customer journey, starting with the welcome message/menu. If you want your brand perception to really stick then it’s important to insert it into your welcome message, very simply you can create a rapport with the customer upon first impression, rather than having the call just ring through, almost like a front of house you can respond to the call and explain what is happening: “Thank you for calling Good Business, we’re connecting you to a member of our team” Very simple but effective, you have established yourself and communicated to the customer about the next stage. This is much better than just hearing ringing as you now know you’re connected. You can also include menus with extensions to direct the client, but this is just equally as effective of a message as the screening message before connecting an incoming call.

Once your rep has spoken to the caller, the second active instance for reinforcing your brand identity lies within on-hold messages, quite possibly the best chance to do this as callers can at times be on hold for multiple minutes, and while it is beneficial and good practice to market sales and such in these messages there’s always room for a little information about your business, it’s values, accolades, and what you’re working towards achieving.


While this is just a brief overview of how to implement phone messages into improving your brand recognition strategy, our team at Onhold Studio are experts in all things messaging, if you would like to discuss message options further please get n touch by either emailing us at or call us on 0333 990 0009.

About us and this blog

Onhold Studio has been developing custom on hold audio messages for almost two decades! We specialise in audio marketing for both VoIP and conventional telephone systems. Our team can handle every step of the process for you, whether you need music or on hold messaging, call menu options, or out-of-hours audio messages.

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