How On-Hold Messaging Can Benefit Your Business

on-hold messaging

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!

Small Business Owner’s Guide to on Hold Messaging

On Hold Messaging

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.

5 Funniest On-Hold Messaging Service Scripts

on-hold messaging service

You know the headache of being on hold with a company for several minutes. The annoying sound of elevator music plays in your ear at an insanely loud volume. Then, you’re stuck. You’re stuck listening to whatever automated script the company chooses to play on their on-hold messaging service. You roll your eyes and suck it up as you have no other option.

However, as a business owner, you have the option to use a script on your own on-hold messaging service that’ll keep your customers intrigued and make them forget they’re even on hold. Being on hold doesn’t have to be a painful experience.  It can be fun when done the right way.

Don’t subject your customers to boring elevator music. Continue reading below for the top funniest on-hold messages that prove you can have fun with it!

Importance of Humor in an On-Hold Messaging Service Script

You know the pains involved with being kept on hold. As a business owner, you don’t want to put your own customers through this same pain. Instead, you want to create an on-hold message that’s humorous,  fun, entertaining, informational, or just silly. 

The best on-hold wait time is one that goes unnoticed because the customer is having so much fun with the message that’s playing. The type of message that you decide to play on your own messaging service is up to you, but here are a few examples to get the inspiration flowing. 

1. Lakeland Auto and Marine

“Thanks for choosing Lakeland Auto and Marine. You’ll find us in Port Clinton, Ohio about 4,000 miles west of France and left or right of Lake Erie depending on which way you’re coming from. We’re also directly in line with the sun, so if you’re gonna stop by you might want to bring a hat.”

This on-hold message from Lakeland Auto and Marine is all about being silly. Their location is in their name, so it’s easy for them to have a bit of fun with where they’re located.

While customers are on hold, they’ll be laughing about the silly directions given to them and might even appreciate the suggestion to bring a hat as the sun can get quite brutal as it shines down on an auto lot. 

2. Town and Country Hotel 

“Thanks for choosing Town and Country the San Diego hotel with free sheets and revolutionary in-room toilets. Friendly dogs are always welcomed at Town and Country. We’ve even set aside a special area for them where they can do doggy things like running, city planning, and solving advanced puzzles that require critical thinking. Book your pet-friendly room when we return.”

This hotel had a lot of fun creating their on-hold message. It’s clear from the message that they’re a dog-friendly hotel and have special areas for dogs to run around in. Yet, instead of saying that, they decided to have some fun with it instead. 

You also have to love that hint of sarcasm when explaining that they have free sheets and in-room toilets! 

3. Binkelman 

“Lots of people fantasize about making love to Continentals Maximizer Prodrive selection analysis software, and we understand why. It helps design a fish and power transmission belt drives for your drive system. You just answer your drive specifications, and Maximizer Pro shows you belt options that will deliver the maximum energy savings for your application. That’s pretty hot, I know, but while Maximizer Pro is all out freaky sexy, it’s also cold and emotionally unavailable, so please don’t fall in love.”

Here’s a company that’s product is software. An otherwise boring topic of discussion, software in this on-hold message is seen in a whole other light. This company uses its message to convince its customers that the software product is desirable. 

The message also tells a little bit about the software as well, which works out well for an informational message. The message ends with a silly statement that almost makes the customer feel attached to the product!

4. Walter’s Goodyear

“”Are you afraid of robots? Well, who isn’t? They’re creepy and their internal oils could leak on your couch and your pants, but it’s time to get over our fears so Walter’s Goodyear has hired a robot to answer our phones. Say hello to Vince. “Nice to meet you.” Vince why don’t you tell our friend about our 1795 oil change. “It is an oil change that cost 17 dollars and 95 cents.””

This company uses a fun message with a human voice speaking with a robot that the company hired to tell customers all about their services. The human voice on the recording is funny and uplifting and the robot’s voice sounds more artificial. The robot goes into details about the services offered and this makes it informational, but fun!

5. Rumpf

“Is stress getting the better of you? Then take trombone lessons and eat more horse meat. Romantic trombone music has been clinically proven to reduce the effects of the hormone cortisol and, of course, the unique molecular structure of horse meat stimulates the deeply suppressed urge in humans to gallop, and it’s hard to be stressed when you’re galloping. Take it from us, we’re galloping to the phone right now to take your call and we couldn’t be more relaxed.” 

This company decided to address the topic of stress to its customers on hold. How ironic is that? Yet, this makes the message quite interesting. 

The message also ends with a funny statement that they’re galloping over to the phones right now to answer the customer’s call! Customers can have a good laugh while waiting for someone to gallop on over. 

What’s Your On-Hold Messaging Service Script?

Do you have an on-hold messaging service script? What does yours sound like? Is it fun and uplifting, or is it boring elevator music? 

Bring your customers some light-hearted fun while on hold with your business. Click here to receive a quote on on-hold messages and phone greetings!

How to Create a Hilarious on Hold Message Script That Your Callers Will Love

on hold message script

There aren’t many things people hate more than being put on hold when they call your company. They expect to talk to a person and to be treated like one, and instead, they’re ignored and have to spend time waiting for someone to answer. It’s annoying, and it can cost you business. Yet, there are simple ways to keep people on the line if they’re on hold, and the best one is to write an on hold message script.

This is a script that your customers will hear when they waiting to talk to an actual person. It’s what place when someone is on hold, and it costs almost nothing to write one up and record.

And the best part is that you don’t need to write your on hold message script to be so formal. The point of an on hold message is to keep them on the line, not to bore them to death! So, you might as well try to have some fun with it and make your customers laugh while they wait.

And to learn how to write a comedic message script, just keep reading below!

A Person Will Need to Read Your On Hold Message Script

The first step is to realize that writing a script isn’t like writing an article or any other kind of copy. Most kinds of writing are meant to be silently read by a single person. Yet, writing scripts is different because it’s meant to be read out loud by a specific person.

Instead of writing to inform people or to entertain them, you need to write your script as a way to create a conversation. You need to imagine what someone would say to another person and then put it on the page. Don’t be afraid if it feels like you’re talking to yourself — that just means you’re writing well.

It’s Not Just the Writing That Matters — Voice Matters Too

While you need to adapt your writing style for screenwriting, you also need to realize there are additional production steps to recording an on hold message. You need to find someone who has the right voice for the job, and who can read your script well.

A person can have a perfect voice for the job, but they may not be able to pronounce words well or emphasize the right things. When it comes to comedy, coming off as monotone can kill the joke. It doesn’t matter how well you write your script if it isn’t delivered well.

Forget About the Business, Have Fun With It

After finding the right person to read your script, it’s time to start writing it out! As a business person, you’re probably used to writing articles and reports about revenue and strategy. Yet, writing comedy is the exact opposite of these writing styles.

Comedy writing is about having fun with words and being unafraid to say the things that are on everyone’s minds. It’s about getting people to have fun while staying informative and telling a story. And everyone can do it, but not everyone can do it well.

To write a comedy script well, you need to be open with yourself and your audience. Write about your flaws as a company, and present them in a humorous light. The easiest way to start is to write about forcing people to stay on hold and joke about it.

Never Laugh at Your Own Jokes, Write It With Coworkers

Most writers get into the business because they want to work in seclusion. They’re attracted to the myth of being alone with nothing but a keyboard and a computer, scribbling their thoughts. Yet, comedy writing isn’t like traditional writing.

When it comes to writing comedy, you need to have people around you. There should be people around you that you can bounce ideas off of. Otherwise, you’ll just be telling yourself jokes and slowly go insane as you force yourself to laugh at your own jokes.

It won’t make for good comedy writing at all, and you won’t produce a usable script.

Don’t Be Afraid to Be Unprofessional — It’s Comedy

Many professionals aren’t used to stepping outside of their comfort zones and being exactly what they’re not: unprofessional. Yet, to write comedy, that’s exactly what you must be. You can’t be afraid to take off the stuffy suit and let yourself relax, writing whatever comes to mind.

And if you write something that doesn’t impress your coworkers or earn accolades, that’s fine. It’s called the writing process, and it’s why most writers prefer their seclusion. All writers are embarrassed by their first drafts.

Just because you’re writing comedy doesn’t mean you won’t feel embarrassed by what you write. The goal of writing comedy is to overcome that embarrassment, and for you to help your fellow writers know they have nothing to be afraid of. The best comedy writing comes about when the writers are all the best of friends.

Make Sure The Script Stays On-Brand

It doesn’t matter if you’re writing marketing copy or if you’re writing a comedy script; everything must stay on brand. Writing is about capturing your inner voice and sharing it with an audience. The same applies when you’re writing for a company, and its brand is its voice.

If you stray away from the company brand, your audience will notice and your on hold message will backfire. People will feel tricked as they wait to talk to an actual person, and by the time they reach someone real, they’ll be furious.

But, if you stay on brand, people will feel safe and understood. They’ll feel confident that they know what the company is all about, and that will make them easier to work with.

Make Your Company More Personable With a Comedy Script

A comedic on hold message script isn’t just some novelty you can invest in because you feel like it. It’s a way to distinguish your company and establish your brand, and it can help make your customers more eager to do business with you. It’s icing on the cake of your company; without it, it’s not really a cake at all.

Yet, it takes a certain kind of person to write comedy well, and for that, we’re here. Reach out to us, and we’ll prepare a comedic on hold message that will do more than resonate with your audience. It’ll make them laugh, and that’s what it’s all about.