Benefits of Custom On Hold Messaging

Benefits of Custom On Hold Messaging

Caller Experience Showdown: On Hold Music Only vs. Music with Messages

Is your business making the most of every customer interaction? With customers reaching out through social media, email, and inbound phone calls, providing a seamless experience across all channels is essential. Yet, while digital tools get most of the spotlight, the phone experience still plays a critical role—especially when callers are placed on hold. That’s where the benefits of custom on hold messaging really shine. A thoughtful, branded message during hold time can strengthen your image, improve customer retention, and even boost sales. On the flip side, a generic or silent hold can lead to frustration, hang-ups, and missed opportunities.

Benefits of Custom On Hold Messaging

• Keeps callers engaged – Reduces hang-ups by providing helpful, relevant information instead of silence or generic music.
• Reinforces your brand – Use your brand voice, tone, and style to make every call feel consistent and professional.
• Highlights promotions or services – Share seasonal specials, new offerings, or commonly overlooked services while customers wait.
• Answers common questions – Help reduce call times by addressing FAQs during hold time.
• Improves perceived wait time – A professionally voiced message with the right pacing and music can make time feel shorter and more pleasant.
• Creates a polished first impression – Custom messaging signals that your business values professionalism and customer experience.

What Is On-Hold Music? (And Why It Might Not Be Enough)

Music on hold is the default option for many VoIP and PBX phone systems—and often included for free. But while it may be better than silence, it’s not always the smartest choice for your business.

Your on-hold music should be a strategic part of the customer experience—not just filler.

Here’s why generic music might be doing more harm than good:

• Brand mismatch – Random radio tunes or default playlists may not reflect your business tone or values.
• Competitor ads – Streaming local radio could accidentally play ads for competitors, right into your caller’s ear.
• Licensing risks – Many businesses don’t realize they need proper licensing to play music legally on hold. Without it, you’re at risk for costly copyright violations.
  
  

A smarter option? Branded, fully licensed custom on-hold messaging. It not only keeps callers engaged and reinforces your identity—it also ensures you’re legally covered.

Repeating the same on-hold messages can frustrate callers and make your brand feel outdated. To avoid this, keep your content fresh by rotating in new, engaging scripts that enhance the caller experience and support your current business goals.

One of the key benefits of custom on hold messaging is its flexibility—you’re not locked into a static message. You can highlight seasonal promotions, answer FAQs, share timely tips, or promote new services. Instead of filler content, on-hold time becomes a dynamic marketing opportunity.

Regularly updated messaging keeps your brand relevant, your callers engaged, and your marketing efforts working—even while customers are waiting.

Being On Hold Is Inevitable—But Losing Callers Doesn’t Have to Be

Let’s face it—no one likes putting a customer on hold. But whether you’re a small business or scaling fast, hold time is part of the reality. The real question is: how are you using that time?

Instead of frustrating callers with repetitive music or—worse—radio ads from competitors, custom on hold messaging turns dead air into a powerful marketing tool. Studies show:

• 35% of callers make a purchase based on what they hear while on hold
• Businesses see a 40% increase in inquiries when using strategic hold messaging

Use your on-hold time to:

• Promote exclusive offers or seasonal discounts
• Upsell add-on services that add value
• Direct customers to your website or social platforms
• Share FAQs, company updates, or helpful tips

Maximize On-Hold Messaging for Promotions & Campaigns

Your hold messaging doesn’t have to be static. One of the key benefits of custom on hold messaging is the ability to tailor it to your current campaigns.

From holiday specials to new product launches, you can easily update your message to reflect what’s happening in your business right now. This keeps your brand top-of-mind, boosts engagement, and drives sales—all while customers wait.

Getting started is simple. We’ll craft a message tailored to your brand, services, and promotions—at a price that pays for itself. Don’t let another caller hang up before they hear what you have to offer.