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Hold messaging

Definition

What is hold messaging?

Hold messaging is a service that companies and organizations use to provide information to callers who are waiting on hold or being transferred.

Aside from informing the caller they are still connected, hold messaging tends to represent a company’s personality through the medium of audio.

Using hold messaging shows your consumers that you appreciate their time and that you are aware of their demands. The time a caller is on hold is an ideal time to sell your business and its products.

What is hold messaging
What is hold messaging?

How hold messaging works

Businesses have created methods to keep customers entertained while they wait, such as on-hold music and hold messaging. Either of these is preferable to dead air and can help the time pass more quickly.

Hold messaging has the advantage of allowing businesses to promote themselves, their products, or their services. The messaging might include anything from interesting facts to information about upcoming events and promotions.

As marketing and communications become more advanced, so does the technology that allows on-hold messaging.

How long should an on-hold message be?

Average on-hold message lengths vary depending on the industry. Slightly longer messages may be suitable if you have longer hold periods, such as a couple of minutes or more. 

However, in general, the on-hold program is three to four minutes long and contains 200 to 300 words on average. The message normally starts with a three to five-second musical introduction and includes 12 to 15-second musical interludes between announcements.

What should you include in your on-hold message?

Regardless of which sector you’re in, you should consider including your tagline or mission statement, your product or service and benefits, and your social media pages.

Your hold messaging feature may be a great marketing tool if you cross-market and brand it effectively, in addition to providing the fundamentals of your business.

What should you include in your on-hold message?
What should you include in your on-hold message?

Reasons to add hold messaging to your business phone system

Here are some of the reasons why you should implement a hold messaging feature in your phone system:

You have a captive audience

Your callers are a captive audience throughout the time they are waiting on hold. When callers are on a wait, providing hold messaging serves to engage and entertain them to some extent. 

In addition, you might use this moment to offer vital company information and news, ensure the caller is prepared for their upcoming call transfer, or promote specific services, products, or events.

Promotions might assist a consumer in learning about something they might require from you, such as new sales or service options.

Help process calls faster once connected

You may increase call processing speed and call handling time metrics by including preparation information in your hold messaging system.

A simple message reminding consumers to have their account number, registration, credit card, or other relevant information available can cut down the time an agent spends waiting for a client to dig them out.

Set a business tone before the call connects

Before a caller connects with an agent, a combination of hold messaging and music may help create the atmosphere for your business.

Professional-sounding recordings can improve a caller’s perception of your business. Having a consistent tone and voice for your hold messaging function can also improve the customer experience.

Most businesses simply choose a sincere and professional tone that communicates their commitment, experience, and credibility. This helps shape customers’ trust in your company before even speaking with anybody.

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