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Custom hold messages are pre-recorded voice messages created specifically for your business and played to callers while they wait on hold. These messages can share vital information, promote services, or entertain callers to deliver a positive and engaging customer experience during the wait time. They present an opportunity to optimise call management, enhance brand image, and deliver value—even during brief hold times.
Benefits of Custom Hold Messages
Improved Customer Experience
Custom hold messages keep callers engaged with relevant, informative, or entertaining content.
Professional Image
Customised on-hold messages create a polished, professional brand impression from the moment a call is placed on hold.
Marketing Opportunities
Turn wait times into marketing opportunities to promote services, special offers, or company updates while customers wait.
Reduced Call Drop Rates
Employing hold messages reduces caller frustration, lowers call abandonment rates, and improves customer retention.
How Custom Hold Messages Work
Custom hold messages transform wait times into valuable communication opportunities. Here’s how they work:
Message Creation
Businesses craft messages that align with their brand identity and marketing goals. These can include product promotions, service updates, helpful tips, or FAQs.
Integration with Phone Systems
Pre-recorded custom hold messages are uploaded to your business phone system, whether it’s a traditional PBX or a modern VoIP setup.
Automatic Playback
When a caller is placed on hold, the system automatically plays the message, ensuring the caller receives relevant and engaging content instead of silence.
Regular Updates
Hold messages can be updated periodically to include seasonal promotions, new services, or industry updates, keeping content fresh and aligned with business objectives.
Best Practices for Effective Hold Messages
On-hold messages require careful planning and execution to be effective. Follow these best practices to ensure your hold messages for business have the right impact:
Keep Messages Concise
Ensure content is engaging and that important information is conveyed clearly and effectively to hold the caller’s attention.
Update Messages Regularly
Refresh hold messages to reflect current promotions and services. Outdated promotions or information can harm your credibility.
Use Professional Voiceovers
A polished, high-quality recording builds trust and enhances brand perception, so consider utilising professional voiceovers.
Balance Information and Music
Keep a good mix of informative content and music to help guarantee that callers are engaged without overwhelming them.
Enhance Customer Experience with Custom Hold Messages!
Turn caller wait times into engagement opportunities with custom hold messages tailored to your business. Improve customer satisfaction, increase your brand image and engage your audience.
Contact us today for a free consultation or demo and discover how custom hold messages can boost customer satisfaction and increase engagement!