On hold phone messages are the recordings that telephone callers hear while waiting “on hold,” and often hate. Why? Because nobody calls you to
- hear endless apologies for making you wait on hold forever
- listen to high pressure sales pitches. You can’t fool them into thinking that continually pushing products or services at them is help
- the same message repeated again and again…repetition won’t convince anyone if your messages isn’t any good.
Customers in Hartford call you for help. So why not let them listen to information that they want, and that you want them to have?
On hold phone messages that work
We’ve all been stuck waiting on hold listening to bad messages. But if you really have to talk with a representative, you have no choice. But you can give your callers phone messages that are “a cut above” the rest. Here are seven ideas that you can use to make the time that your callers spend on hold less frustrating and more interesting
- You’ve been in business for a long time. You know the problems customers call about. Weber Grills hears that “the paint inside my grill is flaking off.” So one of their messages is “the flaky black material inside the cover of your grill is carbon residue from cooking. It’s completely natural. The easiest way to clean it is by taking a ball of foil and simply brushing it off.” You probably get complaints like this as well.
- You have a FAQ page on your website, so why not use it as a starting place for some of the messages in your script. They ask questions like “where can I get replacement widget.” Widgets wear out. So let callers know that they can purchase replacements on your website by clicking “replacement parts” on the home page.
- Travelers in Connecticut have questions about passports, visas, electricity, and Covid vaccines. Why not provide this information to callers while they’re waiting for your representative? Many will get the information they want and hang up, lessening the number of calls your reps must handle.
- You probably have important resources your customers will need listed on your website. Most of us don’t bother reading them…at least at first. So why not tell callers that the resources they need to solve problems in advance can be found on your “resources” page.
- Customers are happier when they know that your product is a great value. So why not tell them about added ways to use it? Like recipe ideas for their Green “Egg-shaped” Grill? Or the newest free add-ons for their phone?
- Reinforce your USP (unique selling proposition), like how that beer from the Rockies uses only pure, Rocky Mountain Water for a crisp cold taste.
- Tell stories about how your customers have used your product in new ways: Everyone likes to brag about their new “discoveries.” So ask your customers about them. And when you get good ones (or even silly ones) talk about them on your messages on hold. Callers think they’re interesting, and forget how long they’ve been holding.
What messages on hold shouldn’t be
On hold recordings have a captive audience. But don’t take abuse the opportunity. Don’t make callers listen to high pressure sales pitches and endless annoying advertising. Give your caller a break.
Think outside the box
Why not make your messages so interesting that they tell their friends about them? Not sure where to start? Why not talk directly with one of our Message on hold specialists about your On Hold Phone Messages, in your own free 15-minute Discovery Session: in Connecticut just call (203) 655-3920. Nationwide call (800) 862-8896. Or click here to email us to set up a conversation.
