What should you include in your Message on Hold script?

Nobody likes to be put on hold. Unfortunately, it’s the only solution for many businesses when navigating busy times or high call volumes. So, if you have to put them on hold, you’d better give them something to listen to! Waiting in silence is, well, a silent killer for customer service.

If you’re putting together a message on hold script, here are things you can include:

Basic company information

Your on hold messages should include your company name, business hours and web address. If you have a physical address open to the public, share its location and any relevant directions or landmarks to help people get there. You can also share your social channels and ask listeners to connect with you there.

Your story

Sharing your brand story on your messages on hold will tell callers who you are, your experience, and what you offer. In addition, you can share how you’re active in the community, awards you’ve won, memberships, and other achievements. Your messages on hold can also share information about warranties, loyalty and referral programs, and more. You have their attention, so use it to tell your story and share what makes your business great.

Promote your business

Messages on hold are also an excellent platform for sharing information about products and services. Use that time to tell callers about a special discount or promotion you’re having. Are you holding a sales event or fundraiser, or will you be at a community event? Let them know!

If you use time-sensitive information, updating your messages on hold is vital once that promotion period or event is over. Dated messaging can seem unprofessional to callers, so keep it fresh! That is something On Air can help you with!

Provide important instructions

You can use your messages on hold to prepare your callers for faster service. For example, you can let them know they need to have their account number ready or alert them of other important instructions. Providing this helpful information will ensure faster service and happier customers. Just make sure you keep it simple and don’t include overly detailed and confusing instructions. It needs to be something they can easily follow and remember until their call is answered.

Do you need messages on hold for your business? Check out our Pay As You Go and Messages On Hold Bundles.