When was the last time you updated your on hold messaging? If your phone system is still playing last season’s promotions or holiday greetings, it might be time for a refresh.
Your on hold messaging is an opportunity to keep callers informed, highlight relevant offers, and reinforce your relationship with customers. Reviewing it regularly helps ensure the information they hear reflects your business today.
Here are four reasons to keep your on hold messaging up to date.
1. Keep Your Customer Experience Fresh
If customers call your business regularly, they may hear your on hold message several times. Hearing the same information repeatedly can make your messaging feel stale, especially when the content no longer reflects what is happening in your business.
Refreshing your message shows that you pay attention to the details of your customer experience. Even a simple update can make your phone system feel more current, relevant, and welcoming.
You don’t necessarily need a completely new recording every season. Sometimes, updating a few key details is enough to keep your message useful and engaging.
2. Keep Seasonal Messages Relevant
Seasonal messaging can be a great way to connect with callers, but timing matters.
A cheerful holiday greeting might be perfect in December, but it feels out of place in the middle of spring. Likewise, a message promoting summer services won’t make much sense when customers are preparing for winter.
If your on hold messaging includes seasonal greetings, promotions, or references to the weather, review it as the seasons change. The same goes for your on hold music. Christmas carols are wonderful during the holidays, but they have a limited shelf life!
The goal is to make sure your message fits the time of year and feels relevant to the people calling your business.
3. Highlight Timely Offers and Promotions
Your on hold messaging is also a useful way to let callers know about current promotions, seasonal services, and upcoming events.
Think about what your customers might need at different times of the year. A landscaping company might promote spring cleanups, while an automotive service centre could remind callers to book their winter tire appointments.
By sharing timely information while customers are waiting, you can introduce services they may not have considered or encourage them to take advantage of an offer.
You could even include a telephone-only promotional code to help track responses to a specific campaign. Just make sure the offer details, eligibility requirements, and expiry dates are accurate.
4. Make Sure Your Business Information Is Current
Does your business adjust its hours during busy or slower seasons? Do you offer seasonal services or temporarily change your operating schedule?
If so, your phone system needs to reflect those changes.
Callers who select an option for business hours should receive accurate information. Outdated recordings can lead to missed visits, unnecessary frustration, and extra calls from customers trying to confirm when you’re open.
Review your main telephone greeting, business-hours announcements, and any relevant interactive voice response (IVR) messages whenever your schedule changes. Keeping this information current helps customers know what to expect before they arrive.
How Often Should You Update Your On Hold Messaging?
The right schedule depends on your business, your customers, and how often your information changes.
For some businesses, a seasonal review is enough. Others may need updates more frequently to reflect new promotions, service offerings, operating hours, or important announcements.
A simple way to stay on top of things is to review your phone system at the start of each season. Use the opportunity to check your recordings, confirm that all information is accurate, and identify anything that needs refreshing.
Keep Your On Hold Messaging in Step With Your Business
Your phone system is often one of the first ways customers interact with your business. Keeping your on hold messaging current helps ensure that the experience remains informative, relevant, and welcoming throughout the year.
At On Air Audio Services, we help businesses keep their telephone greetings and on-hold messaging up to date with professional voice recordings tailored to their needs.
Ready to refresh your phone system? Contact On Air Audio Services to discuss your messaging needs and find the right solution for your business.
