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Transforming The Customer Experience

Custom On Hold Messages Are Valuable For Your Business

Posted Aug 3, 2017 10:00:00 AM

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Custom on hold messages keep callers on the line, give off a positive brand impression, decrease strain on internal staff, and can even increase revenue. So if you are considering adding custom messaging to your customer calling experience, you’re heading in the right direction.

To help you learn more about why on hold messaging is so important and how you can seamlessly bring this technology to your business, continue reading our guide to creating custom on hold messages.

The Value of On Hold Messaging

Before we dig into how to bring custom on-hold messaging to your business, let’s take a minute to look at the power of using this technology. You may already know that providing messages to customers waiting on the phone line is important, but do you know how vital it is?

Customers still value and use the phone. Even with multiple options for communication, customers are still using the phone to connect with businesses when they need them.

  • 61% of customers prefer phone over email and online knowledge when they need assistance or support.
  • 69% of customers rated voice as the method that provided the highest satisfaction for receiving support.

A bad calling experience can cause customers to hang up. Most marketing budgets are spent on getting customers to call. All of that marketing can go to waste if the customer calling experience is bad.   

  • 60% of callers hang up when left on hold in silence.
  • 34% of callers who hang up don’t call back.

The messages that customers hear on hold can lead to sales. Hold messaging is an opportunity to connect with a highly engaged audience which is why it can lead naturally into sales, up-sales, and cross-sales.

  • 16-20% of callers make purchases based on the information they hear on hold.
  • 45% of customers initiated a purchase over the phone in the last year.

Now that you see how important it is to use an on hold system, let’s look at how to create content that works best through this medium.

What Makes Great Custom On Hold Messages?

To get the most out of custom on hold messages, the content must follow best practices. The best messages use the:

Correct Length. A hold message can actually frustrate callers if it includes the same message repeated over and over. You want your message to be long enough so that callers hear new information during their wait.

Correct Tone. Like all important customer touch points, the custom calling experience must accurately reflect your company vibe and values. It should reinforce brand consistency, match what is expected in your industry, and also use the language and tone that resonates best with your specific target audience.

Correct Messages. In order to use custom on hold messages to initiate sales, inform customers, promote specials, and keep callers on the line, you need to use the right language and copy. The script must speak directly to your target audience while delivering the most important messages in a salesy, friendly, and concise way.

This list is a basic look at the elements that make an effective hold message. Each of these categories include a variety of strategies that can make your message more powerful and impactful.

Want to hear examples of great hold messages? Check out our voice artist and sample library.

What Do You Need To Create Custom On Hold Messages?

If you’re ready to implement an on hold message strategy for your business, you’re going to need at least these three things:

1. Script

Before you can set up on hold messaging, you need a script. The script is the copy that is read aloud during the message. To write a script for your on hold message, you need to outline key points, write clear call-to-actions, and plan for how you will continue to update your messages over time.

2. Software

To deliver your messages to callers, you need a hold messaging system that connects with your phone. There are a few options for software. You may be able to use a software built into your phone system, or you may work with a provider to create a custom software for your phone lines.

3. Voice Talent

Last, you need the voice talent to deliver your message. The way your message is delivered is important so you need to use a voice that matches your branding and industry. While you can use an internal team member to record your message, you may be better off using professional voice talent.

Now, you know why on hold messages are valuable and what you need to create them. So, how do you take the first step?

How to Create Custom On Hold Messages

When it comes to bringing custom on hold messaging to your business, you have two options. You can do it yourself or hire a partner.

Do It Yourself. As with most marketing services, there are tools that make it possible for you to do it on your own. This approach may allow you to save initial up-front costs. If you don’t have the resources to work with a partner, this may be the best option for you as you need a customer calling experience plan. If doing it yourself is the only way to accomplish it, create it internal plan rather than not doing it all.

For help with creating a custom on hold message strategy on your own, grab our free ebook: Everything You Need To Know Before Putting a Customer On Hold.

Work with a Partner. On the other hand, you could choose to work with a professional provider. The benefit of working with a partner is that they can provide professional software, systems, writers, and voice talent that can come together to create the best possible custom hold messaging for your business.

If you don’t have the time to create and manage your custom on hold messages, working with a provider like Spectio could help you quickly and seamlessly execute your new custom message system. To learn more about on hold messaging and to see how this tool can help you accomplish your business goals, take advantage of our free consultation offer.

Click here to schedule a free assessment with one of our hold messaging specialties.