On-hold messages are a great way to convey important company news and updates to your callers. Statistics show that people don’t want to listen to silence or a generic message saying, “Your call is important to us”. So why not fill this dead airtime with messages that provide helpful information.
Here are a few tips we’ve learned along the way:
1. Say who you are and thank the caller
It’s best practice to mention your company name and thank the caller for waiting. People don’t like waiting on hold, so a simple “thank you for calling” sets the right tone.
Here are a few examples:
“Hi, you’ve reached Onhold Studio, the telephone audio marketing specialists. Thank you for calling, someone will be with you very shortly. We appreciate you holding on.
“Thank you for calling Onhold Studio, your call is important to us. We are currently experiencing high call volumes and will be with you very soon.
If possible, you should inform the caller of their wait time or their position in the queue. Callers who are provided with more information are more likely to stay on the line. In fact callers are likely to say on hold for over 3 minutes when they have messages, compared to callers on silent who wait less than 40 seconds.
2. Share your company’s good news
On-hold messages are the perfect place to let customers and potential customers know about your new products or services. Include a short description of new features or benefits to entice your customers to get in touch or hold on the line for longer.
Recently won an award or have done some CSR you’re proud of? Let people know.
Do you have a separate number for sales enquiries then why not make your messages more targeted. Mention any sales or promotions you are running or new product launches, or special discount codes for your website. Here are a few ideas:
“It’s Black Friday this week! Get 50% off everything in your cart by using the code BLACK2020. But hurry, our sale ends on 30th November.”
“We are offering buy one get one free on all our products this Easter, visit www.companyname.co.uk and enter EASTER241 at the checkout.”
“We have just launched a new on-hold service that can save you time and money – Speak to a member of the team to find out more.”
4. Let callers know you have a help section.
If you receive a lot of calls around the same questions, a great way to utilise on-hold marketing is to point people in the direction of your website’s FAQ. Not only will this help answer questions faster, it can also reduce call wait times.
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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Onhold Studio has been developing custom audio messages for almost two decades! With simple pricing, expert scriptwriting, professional voice talent, and editing and post production, all included as standard. We can provide professional audio for telephone systems, eLearning and tutorials, tv and radio commercials, in-store announcements, videos, presentations and so much more. Get in touch today to find out how we can make your business sound amazing.
Amazing work as always. Extremely professional and excellent quality recordings.
We've used this companies services a few times now and can say they have exceeded our expectations on every occasion the attention to detail is absolutely first class.
It's been a please working with OnHold, a really top-notch service and very professional and efficient. For anyone needing similar services, they would be my first recommendation!
We've worked with Onhold Studio for 2 years, having chosen a contract to produce audio messages for 2 businesses.
Firstly, they were negotiable to adjust the plan to our needs and have been kind to give a good will gesture for something that was out of the contract.
Overall, there is a great choice of voices along with background audio and the team have always produced the on hold messages very quickly. They have been accommodating with our changes at amendment rounds and produced what we were expecting.
Excellent from start to finish.
Brilliant service, very happy with the customer service. They really understand your requirements and try their best to help you as much as possible! Special thanks to Alex for all your help.
Halli at One Dental
first class service from start to finish.
Good at what they do. Happy to help and guide you as needed. Have used a few times now, would certainly recommend.