On-hold messaging is one of the most powerful tools available. It allows businesses to reach customers with relevant and engaging content while waiting for service or support.
Read on to see why on-hold messaging should be part of your marketing strategy and how it can help your business succeed in 2023.
What is On-Hold Messaging?
On-hold messaging is the practice of providing a message to customers when they are placed on hold by a business. The messages are typically delivered via telephone but can also be delivered digitally through email or text. The messages may include information about specials or promotions, new products, helpful tips, advice, or even an apology for waiting for service.
The Benefits Of On-Hold Messaging
On-hold messaging offers several benefits for businesses. Here are a few of them:
1. Increases brand awareness & recognition
On-hold messaging builds brand recognition and awareness in your customer base. With on-hold messaging, you can craft a custom message that reflects your company’s values and culture.
This message is presented to customers while they wait for service or support, ensuring they have a positive impression of your brand before their interaction begins.
Additionally, this technology can highlight any promotions or deals that may be running at the time, allowing you to quickly get the word out about what you have going on at any given moment.
2. Increased customer retention & loyalty
On-hold messaging also has the potential to increase customer retention and loyalty. Using this technology, you can provide helpful information about how customers can use your products or services more effectively and efficiently.
It makes them more likely to return and become long-term customers loyal to your brand. You can also use on-hold messaging to thank customers or remind them of any special offers available for returning customers down the line.
3. Improved customer service
On-hold messaging is a great way to improve customer service because it eliminates dead air during customer interactions – something no one enjoys being subjected to. Instead of waiting silently, customers will have something informative playing to keep them engaged with your business until help arrives.
Furthermore, this technology also gives you access to average call times and peak/off-peak hours so you can adjust staffing levels accordingly. It ensures clients receive top-notch service without waiting too long for help when needed.
4. Effective customer engagement
By playing informative audio clips, you can ensure that customers remain patient and connected throughout their waiting. Because customers are already receptive when they’re on hold, this is a perfect chance for you to advertise your offerings to them effectively.
As a bonus, on-hold messaging also ensures that customers stay energized while waiting for a response from customer service representatives. By providing exciting and informative audio clips, your business can create a positive perception of its brand among current and potential customers alike.
Research shows that using on-hold messaging can significantly reduce call abandonment rates, often improving customer satisfaction.
5. Brand’s personality
On-hold messaging can be an extremely effective marketing tool because it allows you to showcase your brand personality in various ways. By creating custom messages tailored to your target audience, you can ensure your message resonates with potential customers and creates a lasting impression.
One way on-hold messaging helps capture listeners’ attention is by capitalizing on sound effects and music. Studies have shown that adding musical elements to an audio message can increase engagement. So consider adding instrumental music or sound clips to your messages to create a memorable experience.
Audio branding also allows businesses to subtly reinforce their brand identity by selecting music or sound clips that reflect the company’s core values and mission statement. It quickly explains what makes you unique and why customers should choose you over the competition.
It is conducive in cases where potential customers may need more time to read extensive written descriptions about what makes you stand out. You can quickly grab their attention and help guide them down the sales funnel by providing concise and exciting sound bites.
6. Insight into your business culture
On-hold messaging gives customers a glimpse into your company’s values and personality. As a result, it can make them feel more connected to your brand.
The on-hold message is often a customer’s first interaction with a business, so you should craft it carefully and ensure it reflects the brand’s culture. Provide helpful information while also conveying the brand’s unique atmosphere and personality.
It should not be dull or robotic – infusing a bit of fun into the customer experience can show that you care about customer engagement. For example, you can include snippets of music or audio clips that make customers feel welcome. Music is often used as an effective way to influence moods and create emotional connections with customers.
Including short stories or anecdotes in on-hold messages can help you convey your vision or mission statement in just a few sentences. These bite-sized stories demonstrate how your values are reflected in daily operations.
It helps customers better understand what your business stands for – leading to more trust and loyalty. Additionally, calling out any awards, certifications, or industry recognition you’ve achieved can further boost your credibility in the eyes of potential customers.
You may use humorous on-hold messaging to showcase wit and charm and keep people entertained while waiting. The right kind of humor will evoke positive emotions toward your company – reinforcing customer loyalty even before they speak with one of your employees.
Overall, carefully crafted on-hold messaging helps businesses show off their unique culture while providing helpful information to potential customers – leaving them feeling engaged and connected with the brand from the start of their customer journey.
How To Utilize On-Hold Messaging Effectively
For on-hold messaging to be successful, it needs to be done well. Here are some tips to ensure your on-hold messages are effective:
- Keep it short – Customers don’t want long, drawn-out conversations while waiting; keep your messages concise and informative!
- Use visuals – Visuals such as logos or photos can help break up the monotony of hearing a message repeatedly; make sure you use visuals that reinforce your brand message.
- Stay updated – Make sure you update your messages regularly so that customers don’t become bored with hearing the same thing every time they call; keeping things fresh will ensure that customers stay engaged.
To Wrap Things Up
On-hold messaging is a potent tool that businesses should consider incorporating into their marketing strategies in 2023. Not only does it keep customers informed while they wait for service, it also allows businesses to showcase their brand personality and connect with potential customers before ever speaking with them directly.
Integrating on-hold messages into your current business strategy is worth considering if you want a maximum return from your marketing efforts in 2023!