Your brand has a personality. It comes through in your website, advertising, social media and the way you communicate with customers. But does that same personality come through when someone calls your business?
Your on-hold messaging is another opportunity to communicate with customers and reinforce what makes your business recognizable. When the voice, tone and language match your brand, the experience feels more connected and familiar.
Here are a few ways to make sure your messages on hold sound like your business.
1. Define Your Brand Voice
Before creating your phone messaging, think about how you want your business to sound.
Is your brand professional and reassuring? Friendly and conversational? Energetic and playful? There isn’t one right approach. The important thing is choosing a personality that reflects your business and connects with your customers.
If you already have brand guidelines, use them as a starting point. Consider your preferred language, tone, terminology and communication style.
These details will help guide everything from the wording of your scripts to the voice talent you choose.
2. Choose a Voice That Fits Your Brand
The voice delivering your message is just as important as the words themselves.
A professional voice actor can bring your brand personality to life through their tone, pacing and delivery. A warm, approachable voice may suit a business that wants to feel welcoming, while a more confident and polished delivery may be a better fit for a professional organization.
Think about the impression you want callers to have. The right voice should feel natural for your business and consistent with the way you communicate everywhere else.
3. Make Your Messages Sound Like You
Your on-hold scripts should reflect your brand’s personality, values and communication style.
Whether you’re sharing information about your services, introducing a new product or promoting a special offer, the language should feel familiar to your customers.
If your brand guidelines include specific wording, preferred terminology or writing standards, share them with the people developing your scripts. This helps keep your messaging consistent and avoids a disconnect between your other marketing materials and what callers hear on the phone.
4. Keep Your Messages Current
Consistency doesn’t mean using the exact same messages forever. Your phone messaging should evolve as your business changes.
Review your recordings regularly and look for information that needs updating, such as:
- Seasonal promotions and special offers.
- Changes to products or services.
- Business hours and holiday closures.
- New locations or contact information.
- Changes to your company’s messaging or priorities.
Outdated information can create confusion and make your business sound out of touch. Keeping your recordings current helps ensure callers receive information that reflects your business today.
5. Be Consistent Across Every Customer Touchpoint
Your website, social media, advertising, email communications and telephone messaging all contribute to how customers experience your brand.
They don’t need to use identical wording, but they should share the same personality and overall tone.
This is especially important for businesses with multiple departments or locations. Using a consistent voice, style and approach across your telephone greetings, IVR prompts and messages on hold helps create a more connected experience for callers.
Make Your Brand Voice Part of Every Call
Your telephone messaging is part of your brand, too. Even when customers are waiting to speak with someone, the words they hear and the voice delivering them contribute to their impression of your business.
At On Air Audio Services, we help businesses create professional telephone greetings, IVR prompts and messages on hold that reflect their brand. From script development and voice selection to recording and production, we can help bring a consistent sound to your customer communications.
Ready to make your phone messaging sound more like your brand? Get in touch with On Air Audio Services to discuss your project.
