Why DIY on hold options are bad for business
Professional messages on hold can help engage callers and keep them on the line. However, some phone service providers offer a DIY message or music on hold option that might appeal to some businesses. In our experience, these options usually result in generic elevator music, or if one doesn’t know how to set it up properly, callers are left in silence on hold.
That isn’t good for business, and here’s why.
Silence is the silent killer.
If you don’t properly set up your provider's DIY messages on hold, the result is often silence for your holding callers. When a caller is left in silence, the clock starts ticking, and most will hang up in a matter of seconds. They might think you’ve dropped the call, or they’ll be too bored and frustrated to stick around. They might never call back. That is a potential customer loss and a missed sales opportunity.
Looped elevator music. No one likes it.
If you think about it, you can already hear that repeated music loop in your head. You hear it often when put on hold because it is what is included by phone service providers and what many businesses default to. It is always the same two or three songs across hundreds (maybe thousands) of businesses. You don’t like it. Your customers don’t like it.
Instead, seize the opportunity to connect with your callers, share interesting information, promote your business and entertain them while they wait for you to pick up the phone.
Professional messages on hold are best.
When you invest in professionally written, voiced and produced messages on hold, you give your customers the best option if they must wait. Plus, messages on hold are a relatively low-cost investment with a high return.
Our experienced writers can develop prompts that engage callers, keep them interested and entertained and even market your products, services and events. Then, we’ll help you find a talented voice over artist to capture your brand voice. Combine all that with good music beds, and you will have an effective solution for your messages on hold.
It sounds better and makes waiting less frustrating. Studies have also shown that quality hold messages keep callers on the line longer and improve the customer experience and customer service overall.
We can help you set it up.
The biggest downfall of DIY “included” on hold solutions, is that you have to figure out how to set it up. And you have to actually set it up (many business owners have good intentions, but might not have the time to do this).
When you work with a studio like On Air, we can help with that. We’ll work with your existing equipment, suggest an upgrade when requited, and help set up your shiny new messages on hold. In addition, we offer updates to your messages so you can freshen them up seasonally, monthly, etc. and ensure your callers are getting the most accurate and up-to-date information while they wait for you to return to their call.
Contact us for more information!