When customers are placed on hold, this can either mean a frustrating wait or a valuable opportunity for engagement. Well-crafted on-hold messages can turn downtime into an effective communication tool, tailored to a company’s brand and audience. By customising hold messages for different business types — whether it’s a bank, hotel, or healthcare provider — you can enhance the customer experience, build brand loyalty, and even drive sales.
At Studio52, with decades of experience in on-hold message production, we understand the importance of delivering the right message at the right time. Our team specialises in creating tailored audio solutions that align with your business goals, ensuring every moment of interaction with your customers is optimised for effectiveness.
In this guide our experts explain how tailoring custom pn-hold messages can help you excel at providing unparalleled customer experience.
Table of Content
1. Industry-Specific Language and Terminology
On-hold messages should reflect the language and tone of your industry. Using industry-specific terminology not only helps customers feel understood but also positions your business as knowledgeable and authoritative. For instance, a law firm’s on-hold message might include legal jargon to build trust, while a tech company could use relevant buzzwords to convey expertise. The key is to communicate in a way that resonates with your audience and reflects your industry’s standards.
At Studio52, we understand the importance of using industry-specific language and terminology in on-hold messages to connect with your target audience. Our team works closely with each client to fully understand the nuances of their industry, ensuring that the messaging reflects the appropriate jargon and tone.
Whether it’s integrating legal terminology for a law firm, lingo for a tech company, or industry-specific phrases for healthcare, we tailor the content to align with your business’s communication style and expertise.
2. Tailored Content for the Target Audience
Customising your on-hold message content is essential for effectively engaging your target audience. A one-size-fits-all approach won’t have the same impact as a message specifically designed to speak to the needs, preferences, and expectations of your customers. By tailoring your on-hold messages, you can make the experience feel more personal and relevant, turning idle wait time into a valuable touchpoint for your brand.
For example, if your business serves a younger, tech-savvy demographic, your hold message should reflect that audience’s preferences. A dynamic, concise, and fast-paced message with modern language and references to the latest trends will resonate better with them. Including short bursts of helpful information, updates on new product features, or even social media engagement prompts can keep them interested and engaged while waiting.
On the other hand, if your company caters to an older or more conservative audience, the tone should be more formal, reassuring, and informative. In this case, your on-hold messages may benefit from providing useful tips, clear instructions, or updates on services they frequently use. A more relaxed pace and direct approach ensure that the message is easy to follow and creates a sense of reliability and trust.
3. Professional Tone for Formal Industries
In industries such as finance, legal, healthcare, and government, the communication style must reflect a high level of professionalism. Clients in these sectors expect trust, reliability, and credibility in every interaction, including something as seemingly simple as an on-hold message. Using a formal and polished tone is crucial for reinforcing the seriousness of your business, creating a sense of confidence and security for your clients.
On-hold messages in these industries should avoid casual or humorous language, as it may come across as unprofessional or out of place. Instead, the language should be respectful, clear, and to the point, conveying important information in a way that reflects the gravity of the services you provide. For instance, in healthcare, a professional hold message might include information about upcoming appointments, healthcare services, or patient care tips, presented in a calm and reassuring tone to foster trust.
Want some tips on how to craft a compelling message? We recommend this guide.
4. Friendly and Approachable Tone for Casual Industries
For more casual or customer-facing industries, such as retail, hospitality, or entertainment, a friendly and approachable tone works best. On-hold messages in these sectors can be conversational and upbeat, creating a welcoming atmosphere for customers. Light humour or casual language can enhance the customer experience, making the wait more pleasant while reflecting the company’s approachable brand.
Studio52 excels at developing on-hold messages that perfectly balance professionalism with a friendly approach. We work closely with you to ensure the tone aligns with your brand’s personality, creating messages that are both engaging and informative.
5. Highlight Relevant Services and Products
On-hold messages present a unique opportunity to inform customers about services and products they may not know about. By highlighting your business’s key offerings, you can turn passive waiting time into a promotional tool. Tailoring the content to focus on services that are relevant to the caller’s needs, such as promoting loyalty programs for hotels or upcoming releases for tech companies, can make the message more impactful and actionable.
6. Compliance with Industry Regulations and Legal Requirements
Certain industries have strict regulations regarding communication, and your on-hold messages should adhere to these guidelines. For example, the financial and healthcare sectors often have rules concerning confidentiality, disclaimers, or legal notices. Ensuring that your hold messages are compliant with industry regulations helps avoid legal pitfalls while building trust with your customers.
Here are some important on-hold pointers you’d want to include in all your messages.
7. Promote Industry-Specific Offers and Promotions
One of the most effective ways to maximise the value of your on-hold messages is by using them to promote industry-specific offers, discounts, or upcoming events. Tailoring these promotions to your sector not only keeps customers engaged but also drives them to take immediate action once they’re off hold. On-hold messages are a prime opportunity to inform callers about special offers or deals that are directly relevant to their needs and interests, making the most of their wait time.
For example, in the retail sector, on-hold messages can highlight seasonal sales, flash discounts, or exclusive in-store promotions. This not only keeps customers excited but also encourages them to make purchases or visit a store for ongoing deals. By hearing about these offers while they wait, customers are more likely to stay engaged and act on the promotions when the call ends.
In other industries, such as healthcare, on-hold messages can promote wellness packages, upcoming health check-ups, or seasonal services such as flu shots. These promotions provide valuable information to the customer while also driving awareness of the healthcare provider’s services.
8. Provide Educational Content for Technical Sectors
In more technical industries, such as IT, engineering, or pharmaceuticals, on-hold messages can serve as an educational tool. Sharing valuable insights, tips, or updates related to your field can keep customers engaged and position your company as an expert. Whether it’s explaining a new product feature or offering advice on industry best practices, educational content can enhance customer knowledge while strengthening your brand’s credibility.
9. Adjust Messaging for Seasonal or Industry-Specific Trends
To keep your on-hold messages relevant and timely, adjust your content based on seasonal or industry-specific trends. Retailers might mention holiday sales, while a travel agency could highlight vacation deals during peak travel seasons. Industry-specific trends, such as tech updates or financial reporting periods, can also be incorporated to keep customers informed and engaged.
We help you stay ahead of seasonal and industry-specific trends by regularly updating your on-hold messages to reflect the latest market developments. Our team collaborates with you to ensure that your content is always fresh, relevant, and aligned with key industry moments, helping you stay connected with your audience and maintain engagement throughout the year.
Conclusion
Designing effective hold messages requires careful consideration of your industry, audience, and communication goals. By incorporating industry-specific language, adjusting tone to match the formality of your business, and highlighting relevant services, you can transform on-hold time into a valuable opportunity for customer engagement. Additionally, adhering to legal requirements, promoting special offers, and staying aligned with industry trends ensures your messages remain both compliant and impactful.
At Studio52, we have decades of experience in on-hold message production, offering customised solutions tailored to different industries. Whether you need a professional, friendly, or creative approach, our team is dedicated to delivering high-quality messages that resonate with your customers and enhance their experience. Contact us today to learn how we can help you craft effective on-hold messages that drive engagement and promote your business!
