According to Salesforce, “92% of customer interactions happen over the phone.”  Companies spend 100’s to 1000’s of dollars on driving traffic to their phones.  The most successful companies have tools in place to handle both incoming calls and the calls that are left waiting.

Many businesses play messages, music, or a combination of both when callers are put on hold. On-hold messaging is a recorded message that informs the caller about your company, promotes your company’s brand, products, and services.   If you’re thinking about adding on hold messaging to your business, you’re in the right place.


Importance of On Hold Messaging

Even though there are many forms of communication, customers are still using the phone to contact businesses.   With Covid 19 and mandated shutdowns, customer’s phone experiences have become more important than ever.  Businesses have had to rely on their phones to stay viable.  Part of that phone experience is also when a client is placed on hold.  Businesses that have message on hold use that time to educate, entertain, and promote their brand, product, or services.


Components of an effective On Hold Marketing

These are important elements that go into creating an effective hold message.

  • Length. Callers may become annoyed by hold messages that repeat the same information over and over again. Your message should be long enough for callers to hear new content if they hold for more than a few seconds.  A typical on-hold message will highlight six to eight unique aspects of your business.


  • Tone. Your company’s custom on-hold message should create an on-hold experience for callers that maintains brand consistency; reflects your company’s style and values; and uses language and tone that appeals to your target audience.


  • Message. You need to utilize the correct language and copy to create a custom on hold messages to generates sales, educates customers, promote offers, and keep callers on-hold until you can return to their calls. Your message should speak directly to your target audiences while conveying the most important message in a friendly and brief manner.  Smart Link employs copywriters to help you craft the appropriate message.


  • Music. A good message has a mix between content and music.  Be sure to choose music, that is consistent with your company’s brand and messaging.  Need help, speak to one of our copywriters.  They can help guide to you to the most appropriate music.


If your company or business needs a custom on hold message, call Smart Link Solutions today! We can help create a compiling message and you can be as involved or not involved as you would like.  Now is the time to start planning your custom on hold message. Be a step ahead of your competitor and call Smart Link Solutions to begin transforming your on-hold message. Contact us on our website or give us a call at 248-684-0500!