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On Hold Music vs On Hold Marketing : Which is Better?

04/28/2024

88% of callers prefer on-hold messaging to canned music, radio or silence

On Hold Music vs. On Hold Marketing

Caller Experience: Music Only vs. Music & Messages

Are you making sure your business is nailing customer interactions? With social media and other platforms buzzing, customers can easily get in touch. It’s important to handle these calls right. As inbound calls pick up, businesses need to adapt and avoid any missteps that could lead to missed opportunities.

Many phone system providers claim they offer plenty of free songs to play while your customers are on hold. But let’s be real—this doesn’t really boost your customer experience. Your callers have probably heard the same tunes when calling other businesses, and no one enjoys listening to elevator music on repeat. On-hold messaging services are affordable and can be fully customized to match your business brand, making the wait a little more enjoyable for your customers.

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What is On Hold Music (Music Only) ?

Music on hold is the go-to (and usually free) solution for VoIP and other PBX systems. Sure, it’s better than awkward silence, but picking the right tunes for your business takes some marketing savvy. It’s crucial to choose music that matches your brand’s vibe. In our experience, using random radio tunes or music that doesn’t fit your brand isn’t the best move.

First, you want the music to match your brand image. Second, if you’re playing a local radio station, you’re probably exposing your callers to competitors’ ads. And last but not least, many businesses don’t realize that playing music on hold requires proper licensing rights. Otherwise, you might end up facing fines in a copyright infringement lawsuit.

What is On Hold Messaging (On Hold Marketing) ?

Putting callers on hold is just part of the business game. But adding some on-hold messaging can seriously boost the customer experience and even your profits. On-hold messages come with a bunch of perks, and the stats back it up:

  • 88% of callers prefer on-hold messaging to canned music, radio or silence
  • 35% of callers have made a purchase based on what they heard while on hold
  • A 40% increase in requests for additional products or services mentioned on hold
  • Callers who listen to on-hold messages will wait up to three times longer than with just music or silence.
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Repeating the same messages can really annoy your customers. To keep things fresh, try using creative and informative scripts that highlight the customer experience and your latest promotions. This way, your on-hold marketing stays engaging and pleasant for your callers.

In The End, Being On Hold is Inevitable

Business owners wish they never had to put customers on hold. Imagine a superhuman who could answer all calls, upsell products, and provide amazing customer service all at once! But, let’s face it, that’s just not possible. Even if you run a small company, there will be times when you have to put callers on hold. It’s just part of the deal.

Our message to businesses is simple: Instead of playing canned music that might annoy your callers or a radio station that could advertise a competitor, why not use that time to promote an add-on to your caller’s service, offer a special price on a product you’re trying to clear out, or direct them to your website for more info about your company?

Want to give it a shot? Just give us a call or drop us an email, and we’ll hook you up with a great deal on a simple service that can make a huge difference.

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