Nobody likes waiting on hold. But when your team is busy helping other customers, a short wait may be unavoidable. The good news is that your callers don’t have to listen to silence or the same repetitive music while they wait.
A well-planned message on hold can make the experience more enjoyable while giving your business an opportunity to share useful information, highlight services, and reinforce your brand.
Here are five ways to make your message on hold more interesting and keep callers listening.
1. Share an Interesting Fact
Your message on hold should cover essential information, such as your business hours, website, and services. But why stop there?
An interesting fact or a piece of industry trivia can capture a caller’s attention and give them something useful to think about while they wait.
For example, a plumbing company could share water-saving tips, while an automotive service centre might offer seasonal vehicle maintenance advice. A dental office could share simple oral health tips that encourage patients to take better care of their teeth.
Choose information that’s relevant to your audience and connected to your business. The goal is to provide something interesting or helpful, not just fill time between musical breaks.
2. Mix Up Your Messages and Voices
Hearing the same voice deliver the same message repeatedly can become monotonous, especially for callers who have to wait longer.
One way to add variety is to divide your script into several short messages, each focusing on a different topic. You might highlight a service in one message, share a helpful tip in another, and promote an upcoming event in the next.
You can also consider alternating between different professional voice talents to give your messaging a fresh feel.
The key is to keep each message concise and focused on one main idea. A little variety helps your message on hold feel more like a conversation with your brand and less like a repeating advertisement.
3. Make It Personal and Welcoming
Your message on hold is an extension of your customer service. It should sound like your business, reflect your brand personality, and make callers feel welcome.
Rather than simply listing products and services, use friendly, conversational language that speaks directly to your audience.
For example, instead of saying, “We offer a wide range of automotive maintenance services,” try something more inviting: “From seasonal tire changes to routine maintenance, our team is here to help keep you on the road.”
You can also thank callers for their patience, express appreciation for their business, and invite them to visit your website or location when appropriate.
Small touches like these make your messaging feel more personal and help create a consistent experience from the first greeting to the end of the call.
4. Choose Music That Fits Your Brand
Music plays an important role in the on-hold experience. The right selection can complement your voice recordings, reinforce your brand personality, and make the wait feel less repetitive.
Consider the impression you want to create. A professional services firm might prefer something understated and relaxed, while a retail business might choose a brighter, more upbeat sound.
Just as important is the balance between the voice and music. The music should complement the spoken messages without making them difficult to hear.
Alternating short voice recordings with musical breaks also gives callers a change of pace and helps separate individual messages.
When selecting music, make sure it’s properly licensed for your intended use. Your on-hold audio provider can help you choose suitable options for your business.
5. Give Callers a Reason to Smile
A little humour can make your message on hold more memorable. A lighthearted observation, a clever pun, or a well-placed joke can bring some personality to an otherwise ordinary waiting experience.
The trick is knowing your audience. Humour that works for an automotive shop might not suit a law firm or a healthcare provider. Keep it appropriate for your industry and consistent with your brand.
You don’t need a joke in every message, either. An occasional playful line, mixed with helpful information and genuine customer appreciation, can provide just the right amount of variety.
Above all, make sure the humour feels natural. Your message on hold should sound like your business on a good day, not a comedy routine.
Make Every Moment on Hold Count
Your customers may prefer speaking directly with a member of your team, but a well-crafted message on hold can make the wait more pleasant and productive.
By sharing useful information, varying your messages, using a welcoming voice, choosing suitable music, and adding a little personality, you can turn hold time into another opportunity to connect with your customers.
At On Air Audio Services, we help businesses create professionally written, voiced, and produced messages on hold that reflect their brand and keep callers informed.
Ready to improve your callers’ on-hold experience? Explore our message on hold services or contact our team to learn more.
