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If you’ve resisted using on-hold messages or music when for customers on the phone, you’ve missed out on major branding opportunities. Finding ways to successfully brand yourself over the phone brings a more professional image and increases profits by leveraging your on-hold message. Statistics show the latter adds to your bottom line by bringing better customer service.

Catering to clients on hold increases profits further by adding to your already existing marketing campaign. This can work through not only voice messages, but also with targeted music.

It’s not hard to find services offering on-hold phone services. Even so, you need one that can give you simple customization features. When you have the power to change your message when you want, you have better control over your brand and what your customers hear.

How On-Hold Messages Increase Profits

Look around online, and you’ll see evidence of how profitable hold messages are to many industries. One site shows how veterinary clinics experience substantial ROI when they invest in on-hold messaging systems.

The above site has an insightful quote about wait times in the business world:

According to a Dialogtech Benchmarking Analysis, small businesses, such as veterinary hospitals, have the longest hold times at around 1 minute and 47 seconds.

The key to amending this is to make the calling customer feel valuable while providing essential information they can use. This incites confidence in a first-time customer. They’ll also stay on the line when you give added info that builds on your current promotional efforts. Some of this can include other offered services.

Let’s look at these elements more in detail and see how music can factor into the message. We’ll also show how this works through Sound Suite here at Tie National, LLC.

Promoting New Products or Services

Creating a compelling voice message while a customer waits allows you to give information about new products or services your business offers. Doing this can almost take the place of other marketing you’ve recently invested in. Thanks to having the customer’s attention, you can explain what else you offer as a form of cross-selling. Some even call this “cross-selling in a box.” The important thing is to make this relevant to your customer base, not just a hard sell. Using our convenient portal, you can go in and change your message at any time. If you create new products or add more services often, you’ll want to reflect this in an updated message that’s easy to change.

Reinforcing Your Advertising

As noted above, you can use an on-hold message as a way to reinforce existing advertising. You can expand on a current TV or radio ad you have and change your message to reference the latest commercial.

Any discounts or special sales are easy to convey through your customized messages. Plus, Entrepreneur notes you shouldn’t hesitate to promote things beyond what customers hear on the phone. For a level of interactivity, mention websites or social media accounts callers can read on their smartphones while waiting on hold.

How Does Music Factor into Your On-Hold Message?

It’s been noted that using music while on hold can brand a company as much as voice messages. Still, careful thought needs to go into the type of music used and whether it fits the demographic you’re targeting.

Most services let you change your music playlist, and Sound Suite does the same. At the same time, we know the important correlation between the voice message and the music so you can easily change both with ease. You’ll even have further customizes to decide the timing between when customers hear a voice message and when they hear music.

With statistics showing that callers stay on the line 25% longer when they have music or messages to listen to, you’ll never have to bore them with silence.



Michael R. Durante

Michael Durante spent his teenage years into his early 20s climbing the ladder in a branch of a successful banking firm, starting as a teller and ending as a Sr. Branch Manager within 6 years. In 2003, he left the banking world to join his father and create TIE National, a telecom company 60 years in the making. Together, they grew the company from a two-man operation solely working on telephones to a multi-million dollar international business with employees in over a dozen states, covering everything from phone systems to cloud products and computer systems. You can find Michael on LinkedIn.