customer experience marketing voice over

Amplifying E-Commerce with Professional Audio 

In today’s online marketplace, businesses are constantly seeking new ways to engage customers and enhance their e-commerce platforms. One powerful, yet often overlooked, strategy is the incorporation of audio content. By employing the power of sound, e-commerce platforms can create a multisensory experience that resonates with customers and promotes a deeper connection with their brand. 

The Benefits of Audio Content in E-Commerce 

  1. Enhanced Product Descriptions: Text descriptions can sometimes fall short in conveying the nuances and intricacies of a product. But by complementing visuals with audio content, businesses can provide detailed, immersive product descriptions that vividly capture the features, materials, and craftsmanship of their offerings. This auditory experience can help customers make more informed purchasing decisions and better appreciate the value of the products. 
  1. Personalized Customer Testimonials: Customer testimonials are powerful marketing tools, but often they are presented in text form, which can feel impersonal, thus losing their impact. By incorporating audio testimonials, e-commerce platforms can add a human touch to these endorsements. Hearing real customers share their experiences and emotions – or professional voice talents bringing these testimonials to life – can resonate deeply with potential buyers and build trust in the brand. 
  1. Brand Storytelling: Audio content provides a unique opportunity for brands to engage in storytelling. By crafting narratives around their products, companies can evoke emotions, create lasting impressions, and forge stronger connections with their audience. 
  1. Accessibility for All Shoppers: Audio content can be an invaluable asset for customers with visual impairments or those who prefer auditory learning. By providing product descriptions and other informative content in audio format, e-commerce platforms can deliver a shopping experience accommodating to all customers. 
  1. Global Reach: By offering product descriptions and informative content in various languages via audio, e-commerce platforms ensure an accessible shopping experience for a diverse customer base. Incorporating multilingual audio not only opens up the online shopping experience to a wider global audience but demonstrates your brand’s commitment to inclusivity. 

Implementing Audio Content Effectively 

To successfully integrate audio content into an e-commerce platform, businesses should consider the following strategies: 

  1. High-Quality Recordings: Invest in an experienced audio production company that utilizes professional voice talents to provide high-quality, engaging recordings that will turn your online shoppers into online buyers. 
  1. Seamless Integration: Ensure that audio content is seamlessly woven into the e-commerce platform’s user experience. This could entail clear visual cues pointing users toward available audio options; intuitive audio players embedded on product pages; and brief product videos featuring engaging audio narrations.  
  1. Mobile Optimization: With the increasing use of mobile devices for online shopping, ensure that audio content is optimized for mobile platforms, providing a consistent and captivating experience across all devices. 
  1. Analytics and Feedback: Track user engagement with audio content and gather customer feedback to continually refine and improve the audio experience. 

By embracing the power of audio content, e-commerce platforms can distinguish themselves from competitors, create a more immersive and engaging shopping experience, and ultimately drive customer satisfaction and loyalty. As the online retail world continues to evolve, businesses that prioritize innovative and multisensory strategies like audio content will be well-positioned to captivate and retain customers in the digital marketplace. 

Ready to leverage the power of professional audio for your e-commerce platform? Be sure to contact us to discuss how we can elevate your online presence with high-quality audio that accurately represents your brand. 

Key Takeaways: 

  • Audio content offers a multisensory approach to enhance the online shopping experience and connect with customers on a deeper level. 
  • Professionally recorded audio product descriptions, customer testimonials, and brand storytelling can help customers make informed decisions, build trust, and forge emotional connections with your brand. 
  • Integrating audio seamlessly into the e-commerce platform, with elements like visual cues, audio players, and short product videos, creates a cohesive and engaging user experience. 
  • Audio content ensures an inclusive shopping experience accessible to all customers, including those with visual impairments or auditory learning preferences. 
  • Multilingual audio content expands an e-commerce platform’s reach to global customers across diverse cultures and languages, demonstrating the brand’s commitment to inclusivity in the online marketplace. 
  • Continuously tracking user engagement and feedback allows for refining and optimizing the audio content strategy over time. 
  • As online retail evolves, businesses leveraging creative audio strategies will be in a favorable position to captivate and retain customers in the competitive digital marketplace. 


Q: Why is audio content important for e-commerce platforms?  

A: Audio enhances the online shopping experience by allowing customers to learn about products through an additional sensory channel beyond visuals and text. It provides more depth, emotionally resonates, and creates an engaging, multi-dimensional experience. 

Q: What types of audio content work well for e-commerce?  

A: Some effective forms of e-commerce audio include product descriptions, customer testimonials, explanatory videos, and brand storytelling that connects customers to the company’s products and values. 

Q: How do I integrate audio smoothly into my e-commerce site?  

A: Work with an experienced audio production company to create high-quality recordings, then incorporate intuitive audio players and/or product overview videos narrated by professional voiceover talent.  

Q: Won’t adding audio make my e-commerce site too busy or distracting?  

A: On the contrary, adding professionally recorded audio will complement the overall user experience. It enriches the shopping process by keeping customers better informed about your products, building their trust through audio testimonials, and captivating them through engaging brand storytelling. 

Q: Can audio content open up your e-commerce experience to a wider range of customers? 

A: Yes, providing product details and educational information via audio in addition to text/visuals increases accessibility for those with visual impairments or auditory learning preferences. In addition, providing audio in multiple languages expands inclusivity for global customers. 

branding marketing

Sonic Branding: The Unseen Power of Sound 

When we think of branding, our minds often conjure up images of logos, taglines, and visual aesthetics. But what about the power of sound? Sonic branding, also known as audio branding or sound branding, is the art of creating a distinctive auditory identity for a brand. It operates as a subtle yet influential element, shaping our perceptions and emotions without being overtly noticed. Let’s take a look at why sonic branding is essential to today’s marketing efforts and how it can be incorporated into your organization’s phone system recordings.  

Why Sonic Branding Matters 

  1. Memorability: Just like a catchy jingle, a well-crafted sonic logo or sound motif can stick in our minds. Think of Intel’s iconic five-note “bong” sound or the Netflix “ta-dum.” These short audio snippets become synonymous with the brand. 
  1. Emotional Connection: Sound has a direct pathway to our emotions. A soothing hold music melody can calm an irate customer, while an upbeat jingle can evoke joy. Sonic branding taps into this emotional reservoir. 
  1. Consistency Across Channels: Brands communicate through various touchpoints—TV ads, radio, websites, apps, and phone systems. Sonic branding ensures consistency across these channels. When you hear that familiar sound, you know it’s your favorite brand calling. 
  1. Cultural Resonance: Different cultures associate specific sounds with certain emotions or contexts. Sonic branding adapts to cultural nuances, ensuring that the auditory identity of a brand resonates effectively with diverse audiences. For instance, a brand’s jingle might sound different in Tokyo than in New York. 

Elements of Sonic Branding 

  1. Sonic Logo: A concise audio snippet that represents the brand. It’s the musical version of a visual logo. Examples include T-Mobile’s jingle, Intel’s bong, and Nokia’s ringtone. 
  1. Brand Theme: Think of it as the brand’s musical theme song—such as McDonald’s “I’m Lovin’ It.” The brand theme captures the essence of the brand and can be extended into longer compositions for commercials or videos. 
  1. Hold Music: Often overlooked, hold music matters. It’s an opportunity to reinforce the brand’s personality. Imagine waiting on hold and hearing a soothing melody that aligns with the brand’s image, creating a seamless and memorable customer experience that enhances brand perception. 
  1. Voice Tone and Style: Even the voice on your IVR matters. It’s not just about conveying information; it’s about crafting an experience. Is it warm and friendly, guiding callers with ease and reassurance? Or is it professional and authoritative, instilling confidence and trust? The voice you choose becomes an integral part of your sonic brand, shaping how customers perceive and interact with your business. 

Creating Your Sonic Brand 

Developing sonic branding and incorporating it into your company’s phone system can enhance your brand’s identity and create a memorable experience for callers. Likewise, extending your sonic branding beyond your phone system can enrich the experience across all your marketing channels, forging a cohesive and impactful brand identity that resonates with your audience. Here are some action steps to get started: 

  1. Know Your Brand: Understand your brand’s personality, values, and target audience. Is it playful, serious, or futuristic? Consider the emotions you want to evoke. Is it trust, excitement, or relaxation? 
  1. Create a Sonic Logo: Collaborate with your audio marketing provider and their talented composers to develop a short, distinctive audio snippet that represents your brand. Think of it as your brand’s musical signature. Keep it simple, memorable, and aligned with your brand’s essence. 
  1. Your Brand During Hold Time: Hold music matters! It’s not simply background noise. When callers are on hold, they’re still engaging with your brand. Work with your audio marketing provider to incorporate effective melodies that match your brand’s tone into your on-hold messaging. Additionally, consider incorporating your sonic logo into your hold messaging to ensure brand consistency across all marketing channels.  
  1. Voice Tone and Style: Choose voice artists for your IVR (Interactive Voice Response) system carefully. Remember, their tone and style become part of your sonic brand. Is your brand voice warm, authoritative, or friendly? Ensure voice consistency across all prompts to reinforce your brand. 
  1. Extend to Other Touchpoints: Extend your sonic branding beyond the phone system to your website, videos, and other marketing initiatives to maintain consistency across all channels. 
  1. Test and Iterate: Just like visual branding, sonic branding evolves. Test your sonic elements with focus groups and internal teams. Gather feedback and iterate based on what resonates best. 
  1. Educate Your Team: Train your customer service representatives about your sonic brand, so they understand the importance of consistent messaging and tone. 
  1. Monitor and Refine: Regularly review how callers respond to your sonic branding. Adjust as needed based on user feedback and analytics. 

Remember, sonic branding is subtle yet powerful. It’s the audio equivalent of a warm smile welcoming someone into your establishment. By integrating it seamlessly into your phone system, you can craft an experience that resonates with your callers and leaves a lasting impression. So, the next time you find yourself on hold, listen closely. You may uncover a newfound appreciation for the influence of sound.  

Ready to explore how sonic branding can transform your business? Contact us to learn more. 

Key Takeaways: 

  1. Sonic branding is essential: Just as visual branding is crucial for establishing brand identity, sonic branding plays a significant role in creating a memorable and cohesive brand experience. 
  1. Elements of sonic branding: Understand the different elements of sonic branding, including sonic logos, brand themes, hold music, and voice tone and style, and how they contribute to shaping your brand identity. 
  1. Consistency is key: Ensure consistency across all touchpoints by incorporating sonic branding into various marketing channels, including phone systems, websites, videos, and more. 
  1. Emotional connection: Recognize the power of sound to evoke emotions and forge deeper connections with your audience. Choose sonic elements that resonate with your brand’s personality and values to create meaningful experiences for your customers. 
  1. Continuous refinement: Sonic branding, like visual branding, is an evolving process. Regularly monitor and refine your sonic elements based on feedback and analytics to ensure they remain effective and relevant. 
  1. Employee education: Educate your team, especially customer service representatives, about your sonic brand to ensure consistent messaging and tone across all interactions with customers. 
  1. Explore the transformative potential: Consider how sonic branding can transform your business and elevate your brand identity to new heights. Embrace the unseen power of sound to leave a lasting impression on your audience. 

By implementing these key takeaways, you can harness the full potential of sonic branding to enhance your brand identity and create memorable experiences for your customers. 

Frequently Asked Questions (FAQs): 

Q1: What exactly is sonic branding?  

A1: Sonic branding, also known as audio branding or sound branding, involves creating a distinctive auditory identity for a brand through elements such as sonic logos, brand themes, hold music, and voice tone and style. It aims to enhance brand recognition and create emotional connections with consumers through sound. 

Q2: Why is sonic branding important?  

A2: Sonic branding helps reinforce brand identity, evoke emotions, and create memorable experiences for consumers. It ensures consistency across various marketing channels and can have a significant impact on brand perception and customer engagement. 

Q3: How can I incorporate sonic branding into my business?  

A3: To incorporate sonic branding into your business, start by understanding your brand’s personality, values, and target audience. Then, work with audio marketing provider’s team of composers, sound designers, and voice artists to develop sonic elements such as sonic logos, brand themes, and hold music that align with your brand identity. Ensure consistency across all touchpoints, including phone systems, websites, videos, and more. 

Q4: Can sonic branding really make a difference for my business?  

A4: Yes, sonic branding can make a significant difference for your business. By creating a memorable auditory identity, you can enhance brand recognition, foster emotional connections with consumers, and differentiate yourself from competitors. Consistent and effective sonic branding can help strengthen brand loyalty and drive customer engagement. 

Q5: How do I know if my sonic branding is effective?  

A5: You can gauge the effectiveness of your sonic branding through various methods, including customer feedback, user testing, and analytics. Pay attention to how customers respond to your sonic elements and monitor metrics such as brand recognition, customer satisfaction, and engagement levels to assess the impact of your sonic branding efforts. 

Q6: Is sonic branding only relevant for large corporations, or can small businesses benefit from it too?  

A6: Sonic branding is relevant for businesses of all sizes. While large corporations may have more resources to invest in elaborate sonic branding campaigns, small businesses can still benefit from creating a distinctive auditory identity that resonates with their target audience. By incorporating sonic branding into their marketing efforts, small businesses can enhance brand recognition and create memorable experiences for customers. 

marketing message on hold tips

Unveiling the Potential: How Personalized On-Hold Messages Can Transform Customer Service – A Case Study 

When it comes to providing effective customer service in today’s fast-paced world, every second counts. No one likes being placed on hold, but when it’s necessary, it’s crucial to make the most of that time. At Holdcom, we understand the importance of every interaction, even those moments when customers are waiting on the line. That’s why we believe in harnessing the power of personalized on-hold messages to elevate customer service experiences. 

In this blog, we’ll share with you a case study that demonstrates the transformative impact of personalized on-hold messages. Our client, a leading IT service provider, approached us with a challenge: they wanted to optimize their customer service while minimizing hold times. Their initial approach was to implement a standard one-minute message-on-hold program, believing that no caller should be kept waiting for longer than that. 

We at Holdcom saw this an opportunity to go beyond the conventional approach. Instead of treating all callers the same, we proposed leveraging caller profile data to tailor the on-hold experience to each individual. By segmenting callers into distinct queues based on their needs, preferences, and past interactions, we could deliver targeted messaging that not only reduced perceived wait times but also enhanced customer satisfaction and engagement. 

The implementation of this personalized on-hold messaging strategy yielded significant results. Here’s how it unfolded: 

  1. Empowering Employees: By providing callers with relevant information and updates while they wait, our client’s customer service representatives were better equipped to handle inquiries promptly and efficiently. Instead of spending precious time repeating basic information, agents could focus on resolving issues and delivering personalized assistance. 
  1. Guiding Customers Towards Self-Service: Through strategically crafted messages, we encouraged callers to explore self-service options, such as online portals or automated systems, to address their needs more quickly. By promoting these alternatives during the hold period, we not only empowered customers to take control of their experience but also reduced the burden on live agents, leading to shorter overall wait times. 
  1. Educating Customers: In addition to providing updates on wait times and queue status, our personalized on-hold messages served as a valuable educational tool. We used this opportunity to inform callers about common issues, troubleshooting steps, and frequently asked questions, empowering them with the knowledge they needed to resolve simple issues on their own or provide relevant information to the agent upon connection. 
  1. Prompting Preparedness: One of the key insights we gleaned from caller data was the prevalence of inquiries related to account information and documentation. To streamline the process and expedite resolutions, we included prompts in the on-hold messages, encouraging callers to have vital account details ready, such as account numbers, passwords, or recent transactions. This proactive approach not only saved time during the interaction but also reduced the need for follow-up calls or escalations. 
  1. Showcasing Value-Added Offerings: Lastly, we leveraged the on-hold platform to cross-sell or upsell additional services or products to callers, based on their previous interactions or preferences. By highlighting relevant offerings and promotions, we not only increased revenue opportunities but also enhanced the overall customer experience by providing value-added recommendations. 

This case study of our client’s experience exemplifies the transformative power of personalized on-hold messages in enhancing customer service. By leveraging caller profile data and segmenting callers into distinct queues with customized content, we were able to empower employees, guide customers towards self-service options, educate them about their issues, prompt preparedness, and inform them about additional services. 

At Holdcom, we’re committed to helping businesses elevate their customer service experiences through creative solutions like personalized on-hold messaging. If you’re looking to optimize your phone system and enhance customer satisfaction, contact us to learn more about our professional recording services. Together, we can unlock the full potential of strategic on-hold messaging and transform the way you engage with your customers. 

Top of Form 

Key Takeaways: 

  1. Empowerment through Information: Providing relevant updates and information to callers while they wait can empower customer service representatives to handle inquiries more efficiently and deliver personalized assistance. 
  1. Encouraging Self-Service: Strategically crafted messages can encourage callers to explore self-service options, reducing the burden on live agents and leading to shorter overall wait times. 
  1. Educational Opportunities: Personalized on-hold messages serve as valuable educational tools, empowering callers with the knowledge they need to resolve issues independently or provide relevant information to agents upon connection. 
  1. Promoting Preparedness: By including prompts in on-hold messages, businesses can streamline the resolution process and reduce the need for follow-up calls or escalations by encouraging callers to have vital account details ready. 
  1. Enhancing Customer Experience: Leveraging the on-hold platform to showcase value-added offerings not only increases revenue opportunities but also enhances the overall customer experience by providing relevant recommendations based on caller preferences. 


  1. How does personalized on-hold messaging benefit businesses?  

Personalized on-hold messaging benefits businesses by enhancing customer service experiences, improving efficiency, reducing perceived wait times, empowering employees, and increasing revenue opportunities through cross-selling or upselling. 

  1. How can businesses gather caller profile data for personalized on-hold messaging? 

Caller profile data can be gathered through various means, including customer relationship management (CRM) systems, interactive voice response (IVR) systems, caller input during interactions, and integration with other business systems to track customer interactions and preferences. 

  1. What types of businesses can benefit from personalized on-hold messaging?  

Any business that interacts with customers over the phone can benefit from personalized on-hold messaging. This includes but is not limited to healthcare providers, financial institutions, retail stores, e-commerce companies, telecommunications providers, and service-oriented businesses

  1. How can businesses measure the effectiveness of personalized on-hold messaging? 

Businesses can measure the effectiveness of personalized on-hold messaging through metrics such as customer satisfaction scores, average hold times, call abandonment rates, conversion rates for cross-selling or upselling, and feedback from customers and employees. 

  1. What are some best practices for creating personalized on-hold messages?  

Best practices for creating personalized on-hold messages include segmenting callers into distinct queues based on their needs and preferences, providing relevant updates and information while they wait, promoting self-service options, educating callers about common issues and solutions, prompting callers to have vital account details ready, and showcasing value-added offerings. 

  1. How can businesses get started with personalized on-hold messaging?  

Businesses can initiate the process by partnering with a professional recording service provider like Holdcom, who understands each business’s unique needs and develops customized messaging strategies tailored to target audiences. 

  1. Is personalized on-hold messaging only beneficial for large businesses?  

Personalized on-hold messaging can benefit businesses of all sizes. Whether you’re a small startup or a large corporation, providing personalized and relevant information to callers while they wait can significantly enhance the customer experience and drive positive business outcomes. 

customer experience marketing message on hold

Crafting Effective On-Hold Messaging: The Role of A/B Testing 

Original Article “Think Like a Marketer: A/B Test Your Message on Hold Program” by Juli Durante, published June 18, 2013

Is your Message On Hold program as effective as it could be? How can you be sure? If you haven’t experimented with A/B testing, you might be overlooking an opportunity to refine your on-hold marketing content and drive better results. 

What is A/B Testing? 

Marketers continually refine their content through testing variations. A commonly used method is A/B testing or multivariate testing. 

In an A/B Test, only one element differs between Version A and Version B. For instance, a call-to-action button on a website might be blue in Version A and green in Version B, while the text remains consistent. The version that receives more clicks “wins” the test. 

Multivariate testing involves changing multiple elements between versions, such as different colors and texts for call-to-action buttons. While more complex, it can yield valuable insights and sometimes outperform A/B testing. 

Applying Testing to Your Message On Hold Program 

After implementing a Message On Hold program, many businesses leave it untouched on their phone systems for long stretches of time – to the point where they may even forget about it. But by doing so, these businesses miss out on opportunities to engage callers effectively. Here are some ways to apply marketing testing to your on-hold programming

  1. Testing Your Callers’ Background Music Preferences: When initially crafting an on-hold program, many businesses seem unsure what type of background music will resonate most with their callers. While the actual recorded content of your Message On Hold program takes precedence over the accompanying musical elements, the genre of the background music you select can certainly have a positive or negative impact on your callers. Perhaps you’re torn between two distinct genres. So how can you be sure your music selection has a favorable impression on callers? This is where A/B testing can be applied. Have your audio marketing provider create two versions of your on-hold program with different music genres but identical content. Rotate these versions monthly on a 4-month basis and collect feedback from your customers to determine their preferences. 
  1. Generic vs. Seasonal Content: Crafting an effective Message On Hold program requires balancing generic and seasonal content to keep callers engaged. While generic information (your business hours, address, website) offers essential year-round details, seasonal promotions can provide a timely and personalized touch. Testing these types of content allows you to understand caller preferences. Start by creating two versions — one with generic information and the other highlighting seasonal promotions — and rotate them periodically. Gather feedback through caller surveys to assess effectiveness and adjust your program accordingly. Incorporating a blend of generic and seasonal content ensures relevance and engagement year-round. 
  1. Fine-Tuning the Length of Your Message On Hold: The length of your on-hold program directly influences caller satisfaction. Too much music or information can lead to frustration, while too little may result in disinterest. Experimenting with different lengths allows you to strike the perfect balance and keep callers attentive. Create variations of your on-hold program with different music intervals or varying amounts of informational content. Utilize surveys to gather feedback from callers regarding their preferences. By making appropriate adjustments, you can tailor the on-hold experience to better suit your audience’s preferences.
  1. Survey Your Staff: Involve your staff – especially those who interact with customers over the phone – in the content and music selection process. Gather their feedback on which version in the A/B testing they find more beneficial to customers. 

Looking to implement A/B testing to ensure your Message On Hold program aligns with caller expectations and achieves overall satisfaction? Contact us to learn more. 

Key Takeaways: 

  1. A/B testing to determine which background music genre resonates most with your callers. Rotate between two versions of your Message On Hold program with different music genres and gather feedback to identify preferences. 
  2. Strive for a balance between generic information and seasonal promotions in your Message On Hold program. Test different content types to understand caller preferences and maintain engagement year-round. 
  3. Experiment with varying program lengths to keep callers attentive and satisfied. Gather feedback through surveys to determine the ideal balance of music and information for your audience. 
  4. Engage your staff in the content and music selection process, especially those who interact with customers over the phone. Their insights can provide valuable perspectives on enhancing the on-hold experience. 
  5. By implementing A/B testing and incorporating feedback from both callers and staff, you can refine your Message On Hold program to better meet caller expectations, enhance engagement, and ultimately improve overall satisfaction. 


1. What is A/B testing and how does it apply to Message On Hold programs? 

A/B testing involves comparing two versions of a marketing element to determine which one performs better. In the context of Message On Hold programs, A/B testing allows businesses to experiment with different content variations, such as background music genres or types of promotional messages, to identify which resonates more with callers. 

2. How often should I rotate between different versions of my Message On Hold program during A/B testing? 

The frequency of rotation between different versions of your Message On Hold program can vary depending on factors such as caller volume and seasonality. However, a common approach is to rotate between versions monthly or quarterly to gather a diverse range of caller feedback and insights. 

3. What are the benefits of balancing generic and seasonal content in a Message On Hold program? 

Balancing generic and seasonal content ensures that callers receive relevant and timely information while also maintaining interest and engagement throughout the year. Generic content provides essential year-round details about your business, while seasonal promotions add a personalized touch and capitalize on specific periods of increased interest or purchasing behavior. 

4. How can I determine the ideal program length for my Message On Hold system? 

Determining the ideal program length involves experimentation and gathering feedback from callers. Start by creating variations of your Message On Hold program with different lengths, then utilize surveys to assess caller preferences and satisfaction levels. Adjust the program length based on feedback to strike the perfect balance between keeping callers attentive and avoiding frustration. 

5. Should I involve my staff in the A/B testing process for Message On Hold programs? 

Involving staff, especially those who interact with customers over the phone, can provide valuable insights into the effectiveness of different Message On Hold program variations. Their firsthand experience with caller interactions can help identify which version of the program is more beneficial to customers and aligns better with the overall customer service strategy. 

6. How can I get started with A/B testing for my Message On Hold program? 

Work with your audio marketing provider to create two versions of your program with different content variations. Rotate between these versions periodically and gather feedback from callers through surveys or direct inquiries. Use the insights gained to refine and optimize your Message On Hold program for improved caller satisfaction and engagement. 

marketing message on hold scriptwriting

The Psychology of Message-On-Hold: How to Make the Most of Every Second 

You know the feeling – you call a company and you’re put on hold. Suddenly, the minutes start to drag on and frustration creeps in. But what if being on hold wasn’t such a negative experience? What if it could actually be an opportunity to engage, create a positive impression, and even close a sale? That’s where the psychology of message-on-hold comes into play. 

In this blog, we’ll explore the power of strategic messaging when callers are on hold. We’ll uncover how you can make the most of every second to captivate your audience, build brand loyalty, and drive conversions. By understanding the psychology of message-on-hold, you can transform what is often seen as a nuisance into a valuable marketing tool. 

Understanding the psychology of message-on-hold 

Being placed on hold is a common occurrence in today’s fast-paced business world. It’s an inevitable part of customer service, but it’s often overlooked as a potential marketing opportunity. Understanding the psychology behind message-on-hold is key to unlocking its full potential. 

When callers are put on hold, they are in a captive state. Their attention is focused solely on the audio they are hearing. This presents a unique opportunity to communicate with your callers in a way that engages, informs, and even entertains them. 

Research has shown that callers perceive their wait time to be shorter when they are provided with interesting and engaging content during their hold. This means that by strategically crafting your on-hold messages, you can actually reduce perceived wait time and improve customer satisfaction. 

The impact of on-hold messages on customer experience 

The customer experience is a crucial aspect of any business. It can mean the difference between a loyal customer and a lost one. On-hold messages have a direct impact on the customer experience, as they shape the caller’s perception of your brand. 

When callers are put on hold and greeted with silence or generic hold music, it can leave a negative impression. It conveys a lack of care and attention to detail, which can erode trust and damage the overall customer experience. 

On the other hand, well-crafted on-hold messages can create a positive impression. They show that you value your customers’ time and are committed to providing them with a pleasant experience. By delivering relevant and informative content, you can position your brand as knowledgeable and trustworthy. 

The importance of engaging and informative on-hold messages 

Engaging and informative on-hold messages are essential for keeping callers interested and attentive. By providing them with valuable information, you can turn their wait time into an opportunity to educate and inform. 

One effective strategy is to share industry insights and tips related to your products or services. For example, if you’re a healthcare provider, you could share information about the latest medical advancements or healthy living tips. This not only keeps callers engaged but also positions your brand as an authority in your industry. 

In addition to providing valuable information, it’s important to inject your brand’s personality into your on-hold messages. Use a tone and language that aligns with your brand voice to create a consistent and memorable experience. This helps build brand loyalty and sets you apart from competitors. 

How to craft effective on-hold messages 

Crafting effective on-hold messages requires careful thought and consideration. Here are some key tips to keep in mind: 

  1. Know your audience: Understand who your callers are and what they might be interested in. Tailor your messages to their needs and preferences. 
  1. Keep it concise: On-hold messages should be short and to the point. Aim for around 30 seconds per message to ensure callers don’t lose interest. 
  1. Incorporate your brand voice: Use language, tone, and style that align with your brand identity. This creates consistency and helps reinforce your brand image. 
  1. Highlight benefits: Focus on the value your products or services provide. Highlight the benefits callers can expect and how they can solve their problems. 
  1. Include a call-to-action: Don’t miss the opportunity to guide callers towards the next step. Whether it’s visiting your website, signing up for a newsletter, or making a purchase, include a clear call-to-action. 

By following these guidelines, you can create on-hold messages that engage, inform, and motivate your callers. 

Using storytelling techniques in on-hold messages 

Storytelling is a powerful tool in marketing, and it can be effectively used in on-hold messages as well. By crafting a narrative that captivates your callers, you can hold their attention and create a memorable experience. 

Start by identifying the key message or theme you want to convey. Then, create a story that aligns with that message and resonates with your audience. This could be a customer success story, a behind-the-scenes look at your company, or even a fictional narrative that effectively ties in with your brand values. 

Remember to keep the story concise and engaging. Use vivid language, descriptive details, and emotional hooks to draw your callers in and keep them listening. This will not only make their wait time more enjoyable but also leave a lasting impression of your brand. 

Consult with your audio marketing provider’s script consultants to bring your storytelling concepts to life.  

Incorporating persuasive language in on-hold messages 

Persuasive language is a powerful tool in marketing, and it can be utilized in on-hold messages to influence caller behavior. By using persuasive techniques, you can encourage callers to take specific actions or make favorable decisions. 

One effective technique is to create a sense of urgency. For example, you could offer limited-time promotions or highlight the benefits of acting quickly. This creates a fear of missing out and motivates callers to take immediate action. 

Another technique is to use social proof. Share testimonials or success stories from satisfied customers to build trust and credibility. People are more likely to trust the opinions of others, so leveraging social proof can be a persuasive tool. 

Additionally, you can incorporate persuasive language by appealing to emotions. Use words that evoke positive feelings or tap into common pain points and offer solutions. By connecting with your callers on an emotional level, you can create a stronger bond and increase the likelihood of conversion. 

Maximizing the use of every second on-hold 

Every second counts when it comes to on-hold messages. To make the most of this valuable marketing opportunity, it’s important to maximize the use of every second on-hold. 

One way to do this is by strategically placing keywords in your messages. Identify the key terms and phrases that are relevant to your business and incorporate them naturally into your scripts. This can help improve your search engine optimization (SEO) and increase your visibility online. 

Another way to maximize the use of every second is by implementing dynamic on-hold messages. Instead of playing the same message repeatedly, deploy a rotation of highly customized messages based on caller demographics or preferences. This keeps the content fresh and increases the chances of capturing your callers’ attention. 

Additionally, consider conducting surveys to understand which topics would be of the greatest interest to your callers while holding. This approach not only engages your customers but also provides you with valuable insights to tailor your on-hold content to their preferences, enhancing their overall experience. 

Implementing on-hold message testing and optimization 

To ensure your on-hold messages are as effective as possible, it’s important to evaluate and optimize them regularly. This allows you to identify areas for improvement and make data-driven decisions. 

Start by setting specific goals for your on-hold messages. What do you want to achieve? Is it increased customer satisfaction, higher conversion rates, or improved brand perception? By defining clear objectives, you can measure the success of your messages and make informed adjustments. 

Next, conduct A/B testing to compare different versions of your on-hold messages. Test different scripts, tones, or calls-to-action to see which resonates best with your callers. Collect feedback and data to analyze the results and make data-driven decisions for optimization. 

Finally, regularly review and update your on-hold messages. Keep your content fresh and relevant to ensure callers are always engaged. Analyze performance metrics such as call duration, conversion rates, and customer feedback to gauge the effectiveness of your messages and make necessary improvements. 

Case studies of successful on-hold message strategies 

To further illustrate the power of the psychology of message-on-hold, let’s explore some real-life case studies of successful strategies. 

Case Study 1: XYZ Insurance Company  

XYZ Insurance Company first implemented personalized Interactive Voice Response (IVR) queue messages that greeted callers by name and provided tailored information based on their policy. Next, they implemented targeted on-hold messages that offered informative updates about their insurance services and upcoming policy changes. This approach aimed to keep callers informed and engaged during their wait times. As a result, XYZ Insurance observed a notable improvement in customer satisfaction metrics, alongside a 15% increase in policy renewals. 

Case Study 2: ABC E-commerce Store  

ABC E-commerce Store leveraged storytelling techniques in their on-hold messages. They shared stories of satisfied customers who had positive experiences with their products. This not only entertained callers but also increased customer trust and drove a 10% increase in sales. 

Case Study 3: DEF Healthcare Provider  

DEF Healthcare Provider incorporated persuasive language in their on-hold messages. They emphasized the importance of regular check-ups and preventative healthcare, resulting in a 20% increase in appointment bookings. 

These case studies demonstrate the impact that strategic on-hold messages can have on customer satisfaction and business growth. By implementing effective strategies, you can achieve similar results for your own business. 

Conclusion: Leveraging the power of on-hold messages for customer satisfaction and business growth 

In conclusion, the psychology of message-on-hold is a powerful tool that should not be overlooked. By understanding the impact of on-hold messages on the customer experience and implementing effective strategies, you can transform what is often seen as a nuisance into a valuable marketing opportunity. 

Crafting engaging and informative on-hold messages, leveraging storytelling techniques, incorporating persuasive language, and maximizing the use of every second on-hold are all key elements to consider. Regular testing, optimization, and learning from successful case studies can further enhance the effectiveness of your on-hold messages. 

So, the next time a caller is put on hold, seize the opportunity to captivate, inform, and convert. By mastering the psychology of message-on-hold, you can take your customer experience to new heights and drive business growth. 

For more tips on how to maximize the power of your on-hold messaging, be sure to contact us

Key Takeaways 

  1. Understanding Caller Psychology: Being placed on hold presents a unique opportunity to engage callers in a captive state. Crafting strategic on-hold messages can reduce perceived wait times and enhance customer satisfaction. 
  1. Impact on Customer Experience: On-hold messages directly influence the customer experience. Silence or generic hold music can create a negative impression, while well-crafted messages demonstrate care and attention to detail, enhancing brand perception. 
  1. Engagement and Information: Keeping callers engaged with informative content is crucial. By sharing industry insights, tips, and company updates, you position your brand as knowledgeable and trustworthy, fostering customer loyalty. 
  1. Crafting Effective Messages: Crafting concise, on-brand messages with clear benefits and calls-to-action is essential. Personalizing content to match caller demographics and preferences further boosts engagement and conversion rates. 
  1. Storytelling and Persuasion: Utilizing storytelling techniques and persuasive language can captivate callers and influence their behavior. Sharing success stories, creating urgency, and appealing to emotions are effective strategies to drive action. 
  1. Maximizing Every Second: Every second on hold is valuable. Optimizing content with relevant keywords, dynamic rotation of messages, and conducting surveys for feedback ensures maximum engagement and relevance. 
  1. Testing and Optimization: Regularly testing different message versions and analyzing performance metrics allows for continuous improvement. Learning from successful case studies further informs effective strategies for on-hold messaging success. 

By implementing these key takeaways, businesses can leverage the power of on-hold messaging to enhance customer satisfaction, drive conversions, and ultimately, fuel business growth. 


Q1: How can message-on-hold affect caller perception of wait time? 

A1: On-hold messages can significantly influence how callers perceive their wait time. By providing engaging and informative content, businesses can reduce the perceived wait time, making the wait more tolerable for callers. This approach not only improves customer satisfaction but also enhances the overall caller experience. 

Q2: Why is it important to incorporate brand identity into on-hold messages? 

A2: Incorporating brand identity into on-hold messages helps reinforce brand recognition and consistency across all customer touchpoints. By using language, tone, and style that align with the brand voice, businesses can create a cohesive and memorable brand experience for callers, fostering stronger brand loyalty and connection. 

Q3: What role does storytelling play in on-hold messages, and how does it impact caller engagement? 

A3: Storytelling can be a powerful tool in on-hold messaging as it captivates callers’ attention and creates a memorable experience. By crafting concise narratives that resonate with callers and align with the brand message, businesses can effectively engage and connect with their audience. Storytelling humanizes the brand and allows businesses to share compelling narratives that leave a lasting impression, ultimately increasing caller engagement. 

Q4: How can businesses ensure their on-hold messages provide value to callers? 

A4: To ensure on-hold messages provide value to callers, businesses should focus on delivering relevant and informative content. By sharing industry insights, tips, and updates related to products or services, businesses can keep callers engaged and informed during their wait. Providing valuable information not only enhances the caller experience but also positions the brand as knowledgeable and trustworthy. 

Q5: What metrics should businesses track to measure the effectiveness of their on-hold messages? 

A5: Businesses should track metrics such as call duration, caller abandonment rates, and customer satisfaction scores to measure the effectiveness of their on-hold messages. Analyzing these metrics provides insights into how engaging and informative the messages are and their impact on caller behavior. Additionally, businesses can gather feedback from callers to assess the effectiveness of their message-on-hold strategy and identify areas for improvement. 

Q6: How can businesses avoid common pitfalls when creating on-hold messages? 

A6: Common pitfalls to avoid when creating on-hold messages include using generic or outdated content, neglecting to update messages regularly, and failing to consider the caller’s perspective. It’s essential to keep messages relevant and engaging and to avoid excessive repetition. Additionally, businesses should be mindful of legal considerations, such as copyright laws for music or content usage, and ensure compliance with regulatory requirements. 

ai marketing message on hold phone menu prompts scriptwriting

The Intersection of Technology and Creativity: Leveraging AI for Your Phone System Scripts 

It’s undeniable that your auto attendant and on-hold messaging can play a crucial role in shaping the first impression your callers have of your business. Perhaps this is why crafting compelling scripts for your phone system can be such a daunting task. Where do you start exactly? What information should you include? And how can you convey the information to your callers as effectively as possible? 

With the advent of artificial intelligence (AI) platforms, it’s no surprise that many businesses have turned to these innovative tools to combat the challenges of phone system script creation. Thanks to these AI writing assistants generating myriad possibilities for content, gone are the days of staring at a blank page, wondering where to begin. At initial glance, AI appears to have unlocked a new era of efficiency, precision, and creativity in the script development process. But further evaluation reveals how AI-powered scriptwriting comes with its own share of risks and drawbacks. 

In this blog, we will explore both the transformational upside and challenging downside of utilizing artificial intelligence for phone system scriptwriting. As we’ll see, while AI offers certain advantages, it’s important to consider its limitations in comparison to human judgment and nuance. By thoroughly assessing both capabilities and flaws, businesses can make more informed decisions on how to best leverage AI tools to enhance their phone messaging and improve the overall customer experience. 

The Pros and Cons of AI Scriptwriting: 

There’s no doubt that AI opens up exciting possibilities for content generation, accelerating the brainstorming process and helping you to overcome the initial hurdle of script creation. 

By entering a few keywords and sentences about your business and your client base, you’re immediately rewarded with a wide range of ideas and suggestions from the AI assistant. 

AI-powered algorithms can swiftly analyze your data inputs and provide insights that might not be immediately apparent to human writers. Within seconds an AI writing assistant will offer a vast array of perspectives and concepts in formulating your phone system scripts. You can then identify what resonates best and ask the AI to further test variations by editing, refining, and combining its generated output to suit your needs.  

With its efficiency, speed, and cost-effectiveness in scaling content, it can be quite tempting for users to assume AI can seamlessly fulfill business writing projects with minimal human intervention. However, as enticing as this may seem, you’ll want to remain vigilant in avoiding the obvious – and not-so-obvious – pitfalls the technology can present.  

As these platforms forewarn, AI-generated output may not always be accurate, consistent, or even relevant to your topic. It may contain grammatical mistakes, factual errors, and/or misleading information, which may have ethical and legal implications – something you’ll certainly want to identify and resolve well before your script reaches the recording stage and is implemented on your phone system.  

Beyond these blatant drawbacks, AI-generated text presents a more subtle, but perhaps equally damaging, shortcoming. While AI clearly excels in generating content rapidly, it often falls short in capturing the nuanced understanding, overall context, and brand-specific elements that only human writers can bring to the table. 

Other than silence, nothing could be more grating to callers patiently waiting on hold than listening to content drafted solely by artificial intelligence without any human fine-tuning. Remember, you’ll want to convey important information about your business to your callers in a tone that sounds as natural and engaging as possible. And this is something at which AI doesn’t necessarily excel, even with human prompting. 

A telltale sign that a business has enlisted AI and AI alone in producing their phone system messaging is the level of creativity and emotional depth present in the verbiage. While AI can easily generate coherent and informative content, it often lacks the creative subtleties that human authors naturally infuse into their writing. Unusual or overly complex word choices, stilted and unnatural phrasing, and a robotic adherence to sentence structure are all indicative of AI involvement, which can result in a less-than-positive impression with your callers. 

When not explicitly prompted by a human user to be creative or engaging, AI tends to make up for its lack of creativity by incorporating trendy terminology. Some current buzzwords that AI writing assistants use in overabundance include “game-changer,” “journey,” “dynamic,” “realm,” “robust,” “innovative,” “synergy,” “agile,” “ecosystem,” “disrupt,” and “strategic.” While there’s nothing inherently wrong with these words, their excessive use within AI-generated output can be off-putting, especially in awkward contexts. 

So, while an AI writing assistant might provide you with content that seems coherent and informative at face value, further analysis may ultimately reveal its inability to understand and convey the significant nuances of your business. Therefore, it’s essential to have your team – and your audio marketing provider’s scriptwriting professionals – thoroughly review and amend any AI-generated text before it’s finalized, recorded, and implemented onto your phone system. 

AI vs. Human: 

Let’s consider the following comparison of how a Message-On-Hold paragraph is drafted by both an AI writing assistant and a human writer. Both versions below are based on the exact same details about ABC Medical Center’s new maternity wing. 

First, the AI writing assistant’s version: 

“Welcome to ABC Medical Center, where we prioritize the well-being of expectant mothers by offering top-notch care and secure delivery for newborns. With a Level 3 Neonatal Intensive Care Unit (NICU), dedicated maternity specialists, and empathetic, well-trained nurses, we ensure a combination of expertise and compassion throughout your journey. Our recently expanded maternity wing boasts generously sized, private rooms adorned with breathtaking views and luxurious features, fostering an environment conducive to healing and family connection. For an immersive experience, schedule a tour through our website at or simply connect with one of our helpful representatives when we’re back on the line. Your journey to motherhood starts with us, where safety, expertise, and comfort converge.” 

And now, the professional writer’s version: 

“With our Level 3 Neonatal Intensive Care Unit, highly skilled team of maternity specialists, and specially trained nurses who are as compassionate as they are knowledgeable, ABC Medical Center offers expecting moms the safest care and delivery of their newborn. Our newly expanded maternity wing provides spacious, private rooms with majestic views and upscale amenities to support healing and family bonding. To schedule a tour, please visit our website at – or speak with a representative when we return to the line.” 

Notice how the AI version seems a bit excessive and overly dramatic for an on-hold message, while the human version takes into account the need for brevity and incorporates plain language, making the information more palatable for callers on hold. This is a prime example in which it takes a human to understand the needs of fellow humans, as the writer applies his skill in crafting a message that callers can more easily comprehend and retain compared to the verbose AI-generated version.  

The Irreplaceable Benefits of Professional Script Writers: 

While AI can be a powerful ally in generating ideas and content, the human touch remains irreplaceable in the phone system scriptwriting process. Professional writers can bring an innate understanding of your brand, culture, and audience that AI may struggle to grasp.  

Recognizing the importance of this human element, Holdcom’s team of experienced script consultants is committed to delivering high-quality Message-On-Hold and Auto Attendant scripts that are customized to your business. Whether drafting phone system scripts from source material such as you website or other collateral – or incorporating feedback to enhance the content and tone of client-provided rough drafts – our writers have the knowledge, skills, and experience to help you create and finalize phone scripts that are tailored to your brand, audience, and goals. 

If you do enlist an AI platform to assist in writing your initial draft, our writers can scrutinize the content to massage the wording, inject creativity, align with your brand voice, and infuse industry best practices, balancing productivity with quality control.  

In Conclusion: 

Incorporating AI into scriptwriting for your phone system presents a promising option for businesses aiming to streamline the ideation process. While the advantages of AI scriptwriting are evident, it’s crucial to acknowledge the potential limitations – particularly if there’s an assumption that AI will generate flawless, studio-ready copy. Ultimately, AI should be viewed as a supportive tool rather than a complete replacement for human creativity and expertise. While AI enables rapid content scaling, the unmatched value of professional writers cannot be overstated, as they possess the ability to inject creativity and nuance into your phone system scripts, ensuring resonance with your callers that AI alone cannot achieve. 

Key Takeaways: 

  • A major advantage of using AI for phone system scriptwriting is efficiency. AI can help you overcome the initial writer’s block that many businesses face when drafting their Message-On-Hold and Auto Attendant scripts. By entering a few keywords and sentences, you can receive a range of ideas and suggestions from AI, which can then be edited and refined to suit your needs. 
  • Although it’s tempting to assume AI writing assistants can flawlessly fulfill all your business’s writing projects with little or no human involvement, it’s imperative to recognize the substantial drawbacks of this approach.  
  • AI has several limitations. Its output may contain multiple inaccuracies. That’s why it’s critical to have experienced scriptwriters review AI-generated text to identify and correct problematic verbiage before your phone system script reaches the recording stage. 
  • While AI clearly excels in generating content rapidly, it often falls short in capturing the nuanced understanding, overall context, and brand-specific elements that only a human touch can provide. AI-generated text may sound stilted since AI lacks human judgment, creativity, and industry-specific knowledge. Your callers will undoubtedly notice this, which could create a less-than-positive impression of your business. 
  • AI enables scaling scripts rapidly while professional scriptwriters can refine AI-generated text so that it truly resonates with your callers. The end result delivers all the efficiency of AI combined with the essential nuance only humans can provide.  


Q1: What is AI scriptwriting? 

A1: AI scriptwriting refers to the process of utilizing artificial intelligence technology to generate content for phone system scripts, such as auto attendant messages and on-hold messaging. AI platforms analyze input data and provide suggestions, ideas, and even complete drafts of scripts based on parameters set by the user. 

Q2: How does AI scriptwriting work? 

A2: AI scriptwriting works by employing natural language processing algorithms to analyze input data, which can include keywords, sentences, or specific details about a business or topic. The AI then generates text based on this input, offering a range of ideas and suggestions that users can edit and refine to create their desired phone system scripts. 

Q3: What are the benefits of using AI for phone system scriptwriting? 

A3: Using AI for phone system scriptwriting offers several benefits, including: 

-Efficiency: AI can help overcome writer’s block by quickly generating ideas and suggestions for scripts. 

-Speed: AI can rapidly generate content, accelerating the script development process. 

-Scalability: AI enables the scaling of content production, making it suitable for businesses with large scriptwriting needs. 

Q4: What are the limitations of AI scriptwriting? 

A4: While AI scriptwriting offers advantages, it also has limitations, including: 

-Inaccuracy: AI-generated text may contain grammatical errors, factual inaccuracies, or irrelevant information. 

-Lack of nuance: AI often struggles to capture the nuanced understanding, context, and brand-specific elements that human writers can provide. 

-Stilted language: AI-generated text may sound robotic or unnatural due to its reliance on algorithms rather than human judgment and creativity. 

Q5: How can businesses mitigate the risks associated with AI scriptwriting? 

A5: To mitigate the risks associated with AI scriptwriting, businesses can: 

-Thoroughly review and amend AI-generated text before finalizing and implementing it onto their phone systems. 

-Enlist the expertise of professional scriptwriters to refine AI-generated content, ensuring it aligns with the brand voice, resonates with callers, and meets industry best practices. 

-Recognize that AI should be viewed as a supportive tool rather than a total replacement for human creativity and expertise in scriptwriting. 

Q6: What is the role of professional scriptwriters in the AI scriptwriting process? 

A6: Professional scriptwriters play a crucial role in the AI scriptwriting process by: 

-Reviewing and refining AI-generated content to ensure accuracy, clarity, and resonance with callers. 

-Injecting creativity, nuance, and industry-specific knowledge into scripts to enhance their effectiveness. 

-Balancing productivity with quality control to deliver high-quality phone system scripts tailored to the brand, audience, and goals of the business. 

Q7: Can AI-generated scripts be seamlessly implemented onto phone systems? 

A7: While AI-generated scripts can provide a foundation for phone system messaging, it’s essential to thoroughly review and refine them to ensure they meet the standards of accuracy, clarity, and effectiveness required for implementation onto phone systems. Professional scriptwriters can assist in this process, optimizing AI-generated content to resonate with callers and enhance the overall customer experience. 

hospitality marketing tips

Delivering 5-Star Hospitality: Three Simple Ways to Wow Your Patrons and Create Lasting Impressions

An earlier version of this article was published June 9th, 2015 and written by Harvey Edelman

In today’s experience economy, hospitality is everything. Whether you’re in the food & beverage sector, lodging, recreation, travel & tourism, or meetings & events, the guest experience stands as a cornerstone for your success. The level of hospitality extended by you and your team plays a pivotal role in shaping the narrative of your guests’ experiences. With the omnipresence of social media, where information travels at unprecedented speeds, both positive and negative reviews become influential factors in the life of your business. In this blog, discover three essential tools that will elevate your guests’ experiences, leaving a lasting and positive impression.

ai marketing website

Navigating the Evolving Search Landscape: A Comprehensive Guide to NLPO and Beyond


The ever-evolving landscape of digital content demands that content creators stay ahead of the curve to ensure online visibility and success. While Natural Language Processing Optimization (NLPO) is a crucial aspect of content optimization in the era of AI search, it’s not the only factor to consider. Marketers must also embrace personalized search, voice search optimization, visual search, long-form content creation, and emotional resonance to truly thrive in the AI-driven search environment. 

Understanding the Shift from SEO to NLPO 

In the transition from traditional SEO to NLPO, the focus on keywords and backlinks has evolved into a more nuanced approach centered around the nuances of human language. AI search algorithms now analyze context, intent, and content quality, transforming how we optimize our digital content. 

Practical NLPO Strategies with Real Website Examples 

Building on the existing strategies, let’s explore how marketers can go beyond NLPO: 

Personalized Search:
  • Utilize audience segmentation tools to create content tailored to specific user demographics, interests, and behaviors. For instance, Amazon excels at personalized search by utilizing user browsing and purchase history data to personalize product recommendations and content suggestions.  
  • Implement location-based targeting to deliver relevant content based on user location. This allows marketers to create content that resonates with the local audience, enhancing engagement and relevance.  
  • Leverage user browsing and purchase history data to personalize product recommendations and content suggestions. A prime example of this is the way Netflix tailors content suggestions based on individual viewing history.  
Voice Search Optimization:
  • Craft content in a natural language and conversational tone, mimicking how people speak when using voice search. For instance, Spotify’s voice-enabled search is a prime example of adapting to the rising popularity of voice search.  
  • Structure content with clear and concise sentences, making it easy for voice search algorithms to understand. This approach ensures that the content is well-suited for voice search queries and is more likely to be featured in voice search results.  
  • Incorporate long-tail keywords and question-based phrases that align with how users would naturally search using voice commands. An excellent example is optimizing content for questions like “What are the best laptops for college students?”  
Visual Search:
  • Optimize images with descriptive alt text, image titles, and captions to enhance visibility in visual search results. This practice improves accessibility and helps search engines understand the content of visual elements. Pinterest is a platform that leverages visual search capabilities.  
  • Utilize relevant metadata and image tags to accurately represent the content of visual elements. This ensures that visual content is appropriately indexed and ranks well in visual search results.  
  • Consider creating infographics, charts, and other visual content that effectively conveys information and enhances user engagement. This approach aligns with the preferences of users who engage more with visually appealing content.  
Long-form Content:
  • Develop in-depth guides, resources, and reports that provide comprehensive and informative content relevant to the target audience. A great example is HubSpot, which effectively employs long-form content through in-depth guides and resources.  
  • Structure long-form content with clear headings, subheadings, and bullet points for easy navigation and improved readability. This ensures that users can easily digest the information and encourages longer time spent on the page.  
  • Incorporate storytelling techniques to make long-form content engaging and memorable for readers. Brands like Nike use storytelling to connect with the audience on an emotional level.  
Emotional Resonance:
  • Explore storytelling techniques to evoke emotions and connect with the audience on a personal level. This could involve using Nike’s approach of creating emotional and inspiring campaigns.  
  • Incorporate humor, empathy, and other emotional elements to make content more engaging and relatable. Successful brands like Nike often incorporate humor and empathy into their campaigns to connect with the audience.  
  • Utilize case studies, testimonials, and customer stories to showcase the impact of the brand or product on real people. For instance, Nike effectively uses customer stories to highlight the real-world impact of its products. 

Quantifying the Gains of NLPO and Beyond 

Beyond NLPO, embracing personalized search, voice search optimization, visual search, long-form content creation, and emotional resonance yields quantifiable benefits: 

  1. Personalized Search: Increased engagement through tailored content leads to a higher conversion rate and improved customer loyalty. 
  1. Voice Search Optimization: Optimized content for voice search results in a better user experience, higher click-through rates, and increased visibility in voice-enabled devices. 
  1. Visual Search: Improved visibility in visual search results translates to enhanced brand recognition and increased traffic. 
  1. Long-form Content: Comprehensive and informative long-form content contributes to higher search rankings, increased dwell time, and improved authority in the industry. 
  1. Emotional Resonance: Emotionally engaging content results in increased shares, improved brand perception, and a deeper connection with the audience. 

The Future of Search: Embracing AI and Beyond NLPO 

As AI continues to redefine the digital landscape, content creators must adapt their optimization strategies not only to NLPO but also to the broader considerations of personalized search, voice search optimization, visual search, long-form content, and emotional resonance. The future of search demands a holistic approach that acknowledges the multifaceted nature of user interaction with digital content. 


In navigating the ever-evolving search landscape, marketers must be agile in adopting strategies that go beyond NLPO. By embracing personalized search, voice search optimization, visual search, long-form content, and emotional resonance, businesses can not only enhance their online visibility but also foster deeper engagement and improved user satisfaction in the future of search. This comprehensive guide empowers marketers to stay ahead and thrive in the dynamic digital age. 

Key Takeaways: 

Holistic Optimization: Beyond NLPO, successful content creators embrace personalized search, voice search optimization, visual search, long-form content creation, and emotional resonance for comprehensive optimization. 

Evolution from SEO to NLPO: The shift from traditional SEO to NLPO involves a nuanced focus on human language nuances. AI algorithms now analyze context, intent, and content quality. 

Practical NLPO Strategies: 

  • Personalized Search: Use audience segmentation, location targeting, and user data for personalized content like Amazon and Netflix. 
  • Voice Search Optimization: Craft content conversationally, structure for voice algorithms, and include voice-friendly keywords, as seen with Spotify. 
  • Visual Search: Optimize images with metadata, consider visual content like infographics, and leverage platforms like Pinterest. 
  • Long-form Content: Create comprehensive guides, structure for readability, and incorporate storytelling, akin to HubSpot and Nike. 
  • Emotional Resonance: Employ storytelling techniques, humor, empathy, and showcase real impact through case studies, exemplified by Nike. 

Quantifiable Benefits: Each strategy offers tangible gains, from increased engagement and user experience to improved brand recognition and authority in the industry. 

The Future of Search: The evolving landscape demands a holistic approach, acknowledging the importance of personalized search, voice optimization, visual content, long-form material, and emotional resonance. 


Q1: How has the approach to content optimization shifted from traditional SEO to NLPO? 

A1: The focus has evolved from keywords and backlinks to understanding human language nuances. AI algorithms now prioritize context, intent, and content quality. 

Q2: Can you provide examples of successful personalized search strategies? 

A2: Amazon’s use of audience segmentation and Netflix’s personalized content suggestions based on user history showcase effective personalized search strategies. 

Q3: What are the key considerations for voice search optimization? 

A3: Crafting content conversationally, structuring for voice algorithms, and incorporating voice-friendly keywords, as seen with Spotify, are crucial considerations. 

Q4: How can marketers optimize visual search? 

A4: Optimizing images with descriptive metadata, creating visually appealing content, and leveraging platforms like Pinterest are effective visual search optimization strategies. 

Q5: Why is emotional resonance important in content creation? 

A5: Emotional resonance, demonstrated by brands like Nike, leads to increased shares, improved brand perception, and a deeper connection with the audience. 

Q6: What are the quantifiable benefits of these optimization strategies? 

A6: Personalized search leads to increased engagement, voice optimization improves user experience, visual search enhances brand recognition, long-form content boosts search rankings, and emotional resonance results in increased shares and improved brand perception. 

marketing message on hold tips Uncategorized

Employing the Power of Message-On-Hold for Your Event Marketing 

Launching and marketing an event for your business is a multifaceted endeavor. While raising awareness about your event in your more obvious marketing channels, such as your website, social media, and community outreach, will be at the forefront of your mind, promoting the event in your Message-On-Hold program may go overlooked. But it’s important to remember this valuable resource reaches a captive audience, providing a unique opportunity to engage your callers and market your event. In this blog, we’ll discuss not only the conventional marketing methods for events but also the best practices for leveraging your Message-On-Hold program. We’ll cover the ideal timeline for event announcements, what essential details to include, and how frequently you should remind your customers and the public about the upcoming event. 

Utilizing Traditional Marketing Channels 

It’s crucial to establish a strong foundation by promoting your event through traditional marketing channels. So don’t forget to announce your event in the following: 

a. Social Media: Start by creating buzz on your company’s social media platforms. Share engaging posts, create event pages, and run targeted ads to reach your target audience. 

b. Company Website: Dedicate a prominent section on your website to the event. Include detailed information, a registration or ticketing platform, and eye-catching visuals. 

c. Email Marketing: Send out event invitations and updates to your email subscribers, offering them exclusive insights and early access. 

d. Community Outreach: Collaborate with local organizations, influencers, and partners to broaden your event’s reach and strengthen community ties. 

e. Press Releases: Draft compelling press releases to send to media outlets, both online and offline, to garner publicity. 

The Role of Message-On-Hold 

Your Message-On-Hold program offers a unique opportunity to market your event to a captive audience. While callers may have contacted you for a different reason, you can use this time to pique their interest and create awareness about your event. Remember, it’s essential to maintain a consistent message about your event across all marketing channels, including your Message-On-Hold program. This reinforces the event’s importance and helps with brand recognition. 

Here’s how to make the most of promoting your event in your Message-On-Hold program: 

a. Timing: Plan to incorporate event announcements into your Message-On-Hold program well in advance of the event. Ideally, you should start promoting the event in your MOH program at least 6 weeks – if not several months – before the event date. So be sure to contact your Message-On-Hold provider as soon as you lock in all essential event details (date, time, location, schedule). This way, your MOH provider can assist you in adapting the event content to your MOH script, have the content recorded by a professional voice talent, and start announcing the event in your MOH program well ahead of the event date. 

b. Engaging Content: Look to your Message-On-Hold provider to help craft concise, engaging scripts that convey the essence of your event. Your MOH script consultant will be an essential resource in highlighting what makes the event special to maximize interest and devising an effective call to action, such as visiting your website for more information or registering for the event early. 

c. Frequency: Rotate your Message-On-Hold content frequently. During the lead-up to the event, increase the frequency of event announcements to ensure callers receive multiple reminders. This is essential for any potential attendees who may have held off registering early until solidifying their schedules.  

What to Include When Announcing Your Event 

In your Message-On-Hold program and other marketing channels, include the following key details: 

a. Event Date and Time: Clearly state when the event will take place. 

b. Event Location: Provide the venue’s name and address. If applicable, also provide some unique, pertinent details about the venue to further entice potential attendees. 

c. Event Description: Summarize the event’s purpose, benefits, and what attendees can expect. 

d. Registration Information: Encourage callers to register or buy tickets through your website and/or other designated platforms. 

e. Special Offers: If applicable, mention any discounts, early-bird rates, or exclusive offers for attendees. 

Consider the following Message-On-Hold example

XYZ Company’s networking event: 

“XZY Company is excited to announce an exclusive opportunity you won’t want to miss! Mark your calendars for our upcoming event, the [Event Name], taking place on [Event Date] at [Event Venue] in beautiful San Diego, California. Join us for a day filled with engaging workshops, inspiring speakers, and networking with industry leaders. To secure your spot, visit our website at [Website URL] and register today. Don’t wait; seats are limited, and early-bird discounts are available while supplies last. Stay tuned for more event details and exclusive offers in the coming weeks. At XYZ Company, we’re dedicated to providing you with first-class experiences, and the [Event Name] is no exception. Thank you for being a valued part of our community! We can’t wait to see you at [Event Name] on [Event Date]!” 

Reminding Your Audience About The Event  

As the event date approaches, consider increasing the frequency of event reminders on your Message-On-Hold system. You can also employ other channels like email, social media, and mobile marketing to send out reminders at strategic intervals. Aim to remind your audience weekly and then even daily in the week leading up to the event. This will notify potential attendees who haven’t registered that time is running out – and it will serve as a helpful reminder for all registered attendees that the event is imminent. 

In Summary 

When planning an event for your business, it’s vital to cast a wide net across various marketing channels. While social media, websites, and community outreach are integral to your promotional strategy, don’t overlook the powerful marketing potential of your Message-On-Hold program. By carefully planning your Message-On-Hold content, beginning your promotion well in advance, and maintaining consistency across all channels, you can effectively capture the attention of your callers and maximize the success of your event. Remember, your Message-On-Hold audience is eager to learn about your offerings, making this marketing channel an ideal place to promote your upcoming events. 

Pro Marketing Tip: Elevate Your Event Promotion with Dynamic Multimedia 

In the world of event marketing, standing out is key. Beyond the conventional strategies, here’s a pro tip to take your event promotion to the next level: leverage the power of professional audio from your Message-On-Hold program to create dynamic, engaging content across various platforms. 

1. Audio-Infused Social Media Posts: 

Integrate snippets of your Message-On-Hold content into your social media posts. Whether it’s a teaser of an exciting speaker or a glimpse of what attendees can expect, audio adds a personal touch that captures attention. 

2. Visual Harmony: 

Combine photos from past events with your Message-On-Hold audio to craft compelling videos. A visual mashup creates a vivid experience for your audience, making them more likely to share and engage with your content. 

3. Booth Videos for Events: 

Transform your booth presence by merging marketing collateral with your captivating Message-On-Hold audio. Create a video loop that not only informs but immerses event-goers in the unique experience your brand offers. 

4. Landing Page Magic: 

Develop a dedicated landing page on your website, featuring a vendor overview video that incorporates your professional audio. This becomes a hub for potential attendees to explore and get excited about what your event has to offer. 

5. Interactive Vendor Showcase: 

   Take it a step further by hosting a vendor overview page, complete with engaging videos. This not only enhances the event experience but also provides a valuable resource for attendees to plan their visit. 

The possibilities are endless when it comes to upcycling your content into dynamic, interactive assets. By seamlessly integrating your Message-On-Hold audio, you not only enhance the overall event experience but also leave a lasting impression on your audience. 

Remember, the goal is to transform flat content into a dynamic force that resonates with your audience, making your event the talk of the town. Consult with your audio marketing provider on how to effectively repurpose your MOH content for your event, create engaging videos, and more. Experiment with these strategies and watch your event promotion soar to new heights! 

Key Takeaways 

Marketing your business event requires a comprehensive approach that includes traditional channels and often overlooked resources like your Message-On-Hold program. Here are the key takeaways to effectively employ the power of Message-On-Hold for your event marketing: 

Traditional Marketing Channels: Start by promoting your event on social media, your company website, through email marketing, community outreach, and press releases. These foundational channels help build awareness. 

Harness the Potential of Message-On-Hold: Remember that your Message-On-Hold program reaches a captive audience and should be used to maintain a consistent message about your event. 

Plan in Advance: Initiate your Message-On-Hold promotion well ahead of the event date, ideally at least 6 weeks prior. Work closely with your Message-On-Hold provider to adapt content to your script and ensure professional voice recordings. 

Craft Engaging Content: Collaborate with your Message-On-Hold provider to create compelling, concise scripts that convey your event’s essence and include effective calls to action, such as visiting your website for more information or registering early. 

Include Key Details: Ensure your Message-On-Hold and other marketing channels include essential information about the event, such as the date, time, location, event description, registration information, and any special offers. 

Rotate Content Frequently: As the event approaches, increase the frequency of event announcements in your Message-On-Hold program. Multiple reminders help capture potential attendees who may have delayed their registration. 

Reminder Strategy: As the event date nears, increase the frequency of event reminders in your Message-On-Hold system and utilize other channels like email, social media, and mobile marketing. Initially, aim for weekly reminders; then, provide daily reminders in the week leading up to the event. 

Pro Tip: Integrate professional audio from your Message-On-Hold program to create dynamic, engaging content across various platforms, including social media posts, compelling videos, enhanced booth presentations, dedicated landing pages, and interactive vendor showcases. This approach not only enhances the overall event experience but also leaves a lasting impression on your audience. Consult with your audio marketing provider to effectively repurpose your Message-On-Hold content and experiment with other marketing strategies to elevate your event promotion. 


As you explore the concept of using Message-On-Hold for event marketing, you may have some questions. We’ve compiled a list of frequently asked questions to provide you with further insights and guidance on this effective marketing strategy: 

Q1. Why should I consider using Message-On-Hold for event marketing? 

A1. Message-On-Hold allows you to reach a captive audience who is already interested in your business, making it an ideal channel to promote events. MOH is an effective marketing tool to inform callers about your upcoming event, encourage registrations, and build excitement for the event. Moreover, it reinforces your event’s importance and helps with brand recognition. 

Q2. When should I start promoting my event through Message-On-Hold? 

A2. It’s best to start promoting your event in your Message-On-Hold program well in advance, ideally at least 6 weeks before the event date. Depending on the scope of the event, it may be best to begin announcing it several months in advance. This gives you ample time to create awareness and capture potential attendees. 

Q3. How can I ensure that the Message-On-Hold content is engaging and effective for event marketing? 

A3. Collaborate with your Message-On-Hold provider to craft concise and engaging scripts that highlight the essence of your event. A professional script consultant can help you create compelling content and effective calls to action. 

Q4. Should I rotate Message-On-Hold event content frequently? 

A4. Yes, it’s advisable to rotate your Message-On-Hold content, especially as the event date approaches. Increasing the frequency of event announcements helps ensure that callers receive multiple reminders. 

Q5. What key event details should I include in the Message-On-Hold content? 

A5. When promoting your event through Message-On-Hold, include crucial information like the event date and time, event location, event description, registration information, and any special offers or discounts for attendees. 

Q6. How can I remind my audience about the event effectively as the date approaches? 

A6. In addition to Message-On-Hold, employ other marketing channels, such as email, social media, and mobile marketing, to send out reminders at strategic intervals. Aim to remind your audience weekly and then daily in the week leading up to the event. 

Q7. Is Message-On-Hold only suitable for promoting large events, or can it work for smaller gatherings as well? 

A7. Message-On-Hold can be effective for promoting events of all sizes. It’s an adaptable tool that can be tailored to your specific event and audience, making it suitable for both large conferences and smaller gatherings. 

Q8. How can I effectively integrate existing professional audio into my event marketing strategy? 

A8. Integrating audio from your Message-On-Hold into your event marketing strategy can easily be achieved by collaborating with your audio marketing provider, who will help you repurpose existing audio content for various platforms, including social media, videos, and landing pages. 

Q9. Can I use Message-On-Hold for other purposes besides event marketing? 

A9. Absolutely! Message-On-Hold is a versatile tool that can be used for various purposes, including promoting products, services, special offers, and sharing important business information. 

If you have any additional questions or need more specific guidance on using Message-On-Hold for your event marketing, don’t hesitate to reach out to your Message-On-Hold provider for personalized support and advice. 

marketing marketing-triage multilingual Translation

How to translate English into English for different audiences  

You may be speaking English to English speakers, but if you are talking over their head, or delivering irrelevant information, your message is not being understood. Add to that the challenge of speaking to a splintered internal audience that holds doctorates, GED’s, and/or speaks English as a second language, and external audiences that have no background in the subject matter, and you have quite the communications challenge on your hands. It’s something that Kelly Katapodis is very familiar with, serving as the Head of Comms and PR at SOPHiA Genetics and previously as Director of Marketing at St. Elizabeth’s Medical Center in Brighton, MA.  

“Many of us in healthcare have to communicate complex, technical topics in a way that can be easily understood by internal and external audiences,” she said. “The challenge is figuring out how to loop in the audience and connect with them to further the business at hand. 

Kelly says the first step in crafting any message is understanding “the why” of the message. “Remember your potential readers will be asking, ‘Why are you telling me this’, and ‘Why is this happening’? If the communication answers those questions, there is a much higher likelihood that it will be seen as relevant and will be read.”  

Whether the audience is comprised of employees and patients or potential customers, asking “why” is just as important for the writer as it is for the recipient. Internal communications set the tone for the organization’s culture. External communications need to be carefully “translated” so readers can understand and connect.  

She uses the five “Ws” of journalism to organize her approach and weave common sense into a complicated communication equation. Being intentional and proceeding with clarity of purpose helps determine where the audience is and increases the chances they will be listening.   

  • Who are you trying to reach?  
  • What is the message? What are you trying to say?  
  • When do they need to receive it, in what cadence and timing? 
  • Where will people see the message, on what platforms?   
  • Why is the communication being sent? 

For communicators working inside large organizations, the audience will always be splintered, and there isn’t necessarily the luxury of crafting multiple laser focused messages. Kelly has one piece of advice, “You may not nail it the first time, but that’s ok. Have a desire to learn what works, evolve your style, and your success rate will continue to grow and you will continue to improve the rate at which you connect with an ever changing, diverse audience.”