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When someone calls your business and is placed on hold, you have a golden opportunity to make a strong impression. Instead of subjecting callers to dead air or repetitive hold music, a well-crafted on hold message can engage, inform, and even build trust with your audience.
Here are five essential tips to ensure your on hold messaging works for your business, not against it.
1. Keep It Clear and Concise
Your callers didn’t call to be entertained; they called to get help. So while it’s great to have a pleasant voice and friendly tone, it’s even more important to get straight to the point. Your messaging should be:
- Easy to understand
- Free of jargon
- Short and relevant
Example: Instead of saying, “We offer a wide range of bespoke technological solutions tailored to your needs,” you could say, “We help businesses like yours with custom tech solutions—fast and easy.”
Clear messaging respects your caller’s time and creates a more professional brand impression.
2. Update Regularly with Relevant Information
Nothing says “we don’t care” like a message that’s advertising a promotion that ended six months ago. Keep your content fresh and relevant. Rotate messages regularly to include:
- Current promotions
- New products or services
- Seasonal updates
- Holiday hours or closures
This not only shows that your business is active and evolving, but it also gives customers a reason to stay engaged while on hold.
3. Match the Tone to Your Brand
Your on hold message should sound like your business. A law firm might want a calm, professional tone, while a trendy fashion retailer could go for a more upbeat, conversational vibe.
Think about your brand personality. Is it:
- Serious and trustworthy?
- Friendly and casual?
- Innovative and forward-thinking?
Use professional voice talent who can match your tone and reinforce your brand values with every word. This creates consistency between your phone experience and your overall brand identity.
4. Don’t Oversell
On hold messaging is not a sales pitch. It’s an opportunity to provide value. While it’s okay to mention products or services, you should focus more on being helpful. Try including:
- Answers to frequently asked questions
- Directions to your website or online help center
- Simple troubleshooting tips
- Hours of operation
When callers feel like they’re learning something or getting help—rather than being “sold to”, they’re far more likely to stay on the line and have a positive impression of your company.
5. Use High-Quality Audio and Professional Voice Actors
Crackly audio, monotone delivery, or robotic voices can harm your business’s credibility. Even if your script is great, poor quality can ruin the experience.
Invest in:
- Professionally recorded audio in studio-grade quality
- Native speakers with regional accent options if needed
- Background music that’s licensed, subtle, and on-brand
These small upgrades go a long way in presenting your business as polished, reliable, and customer-focused.
Final Thoughts
Your on hold messaging is often the first impression a customer gets when they call your business. Done right, it can improve customer satisfaction, reduce call abandonment, and even drive more sales. Done poorly, it can drive people away.
That’s why it’s worth working with experts.
Amazing Voice offers the highest quality on hold messaging in all languages and accents, professionally voiced and studio-recorded for crystal-clear results.
Whether you’re a local business or a global brand, Amazing Voice helps you create a seamless and impressive caller experience, no matter where your audience is calling from.