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Every touchpoint with your customers matters, including the moments they spend on hold. Your message on hold system is an opportunity to engage, inform, and enhance your brand image. 

However, too many businesses fall into common traps that frustrate callers and drive them away. On-Hold Marketing Inc. is here to make sure your message on hold system works for you, not against you.

Let’s dive into the biggest mistakes companies make and how to fix them.

1. Dead Silence: The Caller’s Worst Nightmare

Nothing is more frustrating than calling a business and being met with dead air. It leaves customers unsure if they’re still connected, leading to abandoned calls. A well-structured message on hold system should always include engaging music and messaging to reassure callers they’re in the right place.

Fix: Incorporate music on hold that aligns with your brand and professional voice messaging to keep callers engaged. We offer customized message solutions that blend music and messaging seamlessly, ensuring a polished, professional experience.

2. Annoying or Inconsistent Music Choices

Your music on hold should enhance the customer experience, not drive them away. Mismatched or repetitive tracks can irritate callers and make your business seem out of touch.

Fix: Choose music options that reflect your brand personality. We provide a variety of music options to complement your brand’s voice talent and overall messaging strategy.

3. Repetitive, Long-Winded Messages

If your customized message repeats every 15 seconds or drones on for minutes, customers will notice, and not in a good way. No one wants to hear the same sales pitch five times before speaking to a representative.

Fix: Keep your messaging concise and varied. Rotate scripts regularly to keep content fresh and engaging. Professional voice talent and expert copywriters from us can craft dynamic, engaging scripts tailored to your audience.

4. Using a Robotic or Unprofessional Voice

Your auto attendant and message on hold should sound inviting and professional. A monotone or robotic voice can make your business seem impersonal, damaging customer trust.

Fix: Work with experienced voice talent to create a warm and engaging tone. On-Hold Marketing Inc. provides high-quality voice recordings with professional voice artists who bring your brand to life.

5. Outdated or Incorrect Information

Promoting expired offers, incorrect hours, or outdated services makes your business seem unorganized.

Fix: Regularly update your message on hold system to ensure accurate, timely information. We offer affordable script updates so your messaging stays relevant and impactful.

6. No Valuable Content

Leaving customers on hold without providing useful information is a missed opportunity. Instead of generic hold music, why not educate or promote?

Fix: Use the time to highlight promotions, FAQs, or industry insights. We specialize in crafting informative, engaging messages that add value and strengthen your customer service approach.

7. Forcing Callers Through Endless Menus

Nothing irritates customers more than a convoluted phone system that makes speaking to a live agent feel impossible.

Fix: Simplify your auto attendant navigation. Provide clear options and always offer a way to reach a real person. On-Hold Marketing Inc. can help streamline your phone system so customers get where they need to go—fast.

8. Over-Apologizing for Hold Times

Constantly saying “We’re sorry for the wait” actually reminds callers they’re waiting. Instead, shift the focus to a positive experience.

Fix: Use this time wisely by engaging callers with compelling, professional messaging. We can craft messaging that entertains and informs, reducing perceived wait times.

9. Not Reinforcing Brand Identity

Your message on hold system should be a seamless extension of your brand. A disjointed or generic approach weakens customer trust and engagement.

Fix: Ensure your hold messaging aligns with your company’s voice, values, and services. We provide  customized message solutions that reflect your brand’s unique identity.

10. Not Offering an Option to Speak to a Representative

Some customers need to speak to a human, and making it difficult for them to do so can lead to frustration and lost business.

Fix: Always provide an option to connect with a live representative. A well-designed phone system from us ensures that customers can navigate easily and get the assistance they need.

Transform Your Message On Hold System Today

Your message on hold system is a powerful marketing tool. Avoiding these common mistakes can drastically improve caller satisfaction, reinforce your brand identity, and even boost sales. On-Hold Marketing Inc. is your go-to partner for high-quality, customized message on hold solutions that enhance customer experience and drive results.