On-hold messages are an essential aspect of customer service and communication for businesses. They not only bridge the gap between the customer and the representative but also offer an opportunity to improve the customer experience during wait times.
Creative on-hold messages can leave a lasting impression on your customers, showcase your brand personality, and even increase sales. In this blog post, we will explore five creative on-hold message ideas that can elevate your business’s customer service game and keep your clients engaged while they wait.
1. Customised On-Hold Music Playlist
Music has the power to evoke emotions, create ambience, and engage the listener. Curating a custom on-hold music playlist tailored to your target audience can enhance the waiting experience for your callers. Consider the demographics and preferences of your customer base while selecting music genres, tempo, and mood.
To maintain variety and keep the content fresh, rotate your playlists periodically. This will ensure that repeat customers are not subjected to the same tunes each time they call. Additionally, you can add short, branded audio clips between songs to reinforce your brand identity subtly. These clips can include your company’s tagline, slogan, or a brief message about your products and services.
2. Entertaining Trivia or Fun Facts
Inject some entertainment into your on-hold messages by incorporating industry-related trivia or fun facts. This will not only keep your customers engaged but also provide them with valuable information that reflects your business’s expertise and knowledge.
Collaborate with a professional voice actor to record your trivia or fun facts. This can lend a polished and professional touch to your on-hold messages. Update your trivia or facts regularly to keep the content engaging and informative for your customers.
This approach demonstrates that your business values their time and aims to make their wait as enjoyable as possible.
3. Showcase Customer Testimonials and Success Stories
People love hearing success stories, and sharing customer testimonials on your on-hold messages is an excellent way to build credibility and trust. This approach allows your satisfied customers to speak on your behalf and highlight the benefits of your products or services.
Rotate the stories you share to feature different aspects of your business, including product quality, customer service, and unique selling propositions.
To create an emotional connection with the listener, consider adding background music that complements the testimonials. This combination of authentic customer experiences and emotive music can leave a lasting impression on callers and instil confidence in your business.
4. Offer Exclusive Promotions and Discounts
Reward your customers for their patience by offering exclusive promotions and discounts available only to on-hold callers. This strategy not only keeps the listener’s attention but also incentivizes them to inquire further about your products and services.
Design limited-time offers that create a sense of urgency and excitement, and use an engaging call-to-action to encourage customers to take advantage of these deals. Keep an eye on the response rates and adjust your promotions as needed to maximise their effectiveness.
5. Incorporate Interactive Elements
Taking customer engagement a step further, consider incorporating interactive elements into your on-hold messages. Implement a quiz or guessing game related to your industry or niche, allowing customers to participate while they wait. This strategy not only makes the waiting time more enjoyable but can also strengthen your brand image and showcase your expertise.
Offer a reward for correct answers, such as a discount or giveaway. This adds an extra layer of motivation for customers to engage with your on-hold content. Utilise an automated system to collect answers and distribute rewards, streamlining the process and ensuring a smooth customer experience.
Creative on-hold messages can significantly enhance the customer experience, leaving a lasting impression that sets your business apart from the competition. By implementing these five ideas, you can create engaging and informative on-hold messages.