customer experience message on hold

The Role of On-Hold Messaging in Sales Conversion 

Despite the many benefits of on-hold messaging, this cost-effective marketing service frequently gets overlooked as a valuable sales tool by many businesses even today. Rather than taking full advantage of this prime marketing resource, they opt for repetitive, bland hold music occasionally interjected by a generic message that monotonously and insincerely thanks callers for their patience. This type of on-hold experience is one most callers despise, yet surprisingly, many businesses still subject their prospects and customers to it daily. Consequently, ignoring the impact on-hold messaging has on callers leads to a missed opportunity when it comes to converting sales. 

The Reality of Hold Times  

Let’s face it – hold times are an unavoidable reality for most businesses, especially those with high call volumes. Queue delays are caused by staffing variations and call surges that occur in even the most efficient call centers. But there’s a silver lining: During these hold periods, you have a captive audience of prospective customers just waiting to hear more about your business – your products, your services, and your solutions to their pain points. 

Using Hold Time to Your Advantage 

Rather than subjecting callers to dead air or the same looping, mind-numbing music track, creative on-hold messaging allows you to continue marketing to these prospects. Professionally produced message-on-hold programs can educate callers about your products and services, answer frequently asked questions, and get them primed to make a purchase once a live agent is available. 

The key is having well-crafted segments that deliver compelling information in a succinct and engaging manner. In addition, your messages should be updated frequently to keep the content fresh and in line with your current promotions and marketing campaigns. 

Converting More Callers to Customers  

Effective on-hold messaging increases the chances that a caller will be converted to a customer. Why? When a caller’s on-hold experience is filled with valuable information, they feel the company respects their time and has taken important steps to ensure a productive interaction. As a result, they are often more open to making a purchase. On the other hand, callers subjected to silence or repetitive music can become frustrated and may even hang up before being helped by a live agent. Or they may develop a negative impression of the company right from the start, making a sale that much harder. 

Making the Most of Your Company’s Hold Time 

Of course, implementing an effective Message-On-Hold strategy requires an investment of time and resources. Messages need to be professionally written, voiced, and produced. They also need to be updated regularly to stay current and sustain their marketing potential. 

The good news is an experienced Message-On-Hold provider can handle all aspects of on-hold messaging for you. From creative concept to audio production to content update reminders, your provider will make it seamless to leverage this often-overlooked marketing asset. 

The bottom line is that every interaction with a prospective customer is a chance to gain their trust and win their business. Don’t let your callers’ time on hold go to waste. Instead, transform that time into a strategic sales opportunity through effective on-hold messaging.  

Ready to convert more sales through the power of on-hold marketing?  

Contact us to get started. 

Key Takeaways: 

  • On-hold messaging is a powerful sales conversion tool that many businesses often overlook. 
  • On-hold programs solely consisting of repetitive music and generic messages are typically disliked by callers and do little to increase sales conversion potential. 
  • During hold times, businesses have the opportunity to prime a captive audience for purchases through strategic messaging. 
  • Professionally produced Message-On-Hold programs that provide beneficial information result in callers feeling valued and more open to buying. 
  • Updating on-hold content regularly keeps it fresh and aligned with your latest promotions and campaigns. 
  • Working with an experienced Message-On-Hold provider ensures professional audio quality and essential content updates. 
  • Every interaction, including hold times, presents an opportunity to build trust and convert prospects to customers. 
  • Implementing effective on-hold messaging is a cost-effective way to transform a negative experience into a strategic sales opportunity. 


Q: Why is on-hold messaging important for sales?  

A: On-hold messaging allows you to continue marketing and nurturing sales opportunities during those inevitable hold times when you have a captive audience. Rather than subjecting callers to silence or a monotonous music track, strategic messaging keeps them engaged and primed to buy. 

Q: What kind of content works best for on-hold programs? 
A: Effective on-hold content educates callers about your products and services, answers common questions, highlights promotions, and presents a compelling case for why they should purchase from you. The messaging should deliver valuable information in an engaging, concise manner. 

Q: How often should my on-hold messaging be updated?  

A: To stay relevant, on-hold messaging should be updated frequently – at least quarterly if not monthly. This allows you to align your messaging with new marketing campaigns, product launches, and timely offers while preventing the content from becoming stale. 

Q: My company’s call volume is low. Is on-hold messaging still worthwhile?  

A: Absolutely. Every interaction with a potential customer is an opportunity to make a positive impression and move them along the sales funnel. Even if you only have a few callers on hold daily, capitalizing on that time can pay dividends. 

Q: Isn’t creating on-hold messaging difficult and expensive?  

A: Due to the time, resources, and level of expertise required, producing professional-quality on-hold programs in-house typically isn’t feasible. However, working with an experienced Messaging-On-Hold provider makes it an affordable and seamless process for you and your staff. Your provider will handle all aspects from creative content to audio production to scheduled updates. 

customer experience message on hold scriptwriting

Message-On-Hold Copywriting: Crafting Compelling Scripts for Your Audience 

Even in our modern-day digital age, phone communication remains essential when it comes to customer service. When customers are placed on hold, their experience during that time undoubtedly shapes their overall perception of your business. An effective Message-On-Hold script not only reduces perceived wait times but also keeps callers engaged and informed. By crafting compelling on-hold scripts, you can turn that typically frustrating situation into a valuable marketing opportunity. 

But what type of content should you be sharing in your on-hold messaging? In this blog, we’ll cover key strategies for effective Message-On-Hold copywriting to optimize the overall on-hold experience for your callers. 

Tell an Engaging Story  

A dry recitation of your company’s products and services is a surefire way to lose a caller’s interest. Instead, focus your on-hold script on conveying a brief, compelling story that resonates with your target audience. Share concise customer success stories that illustrate how you’ve solved problems for others. Highlight the unique benefits and advantages your business provides. Use vivid language to “show” rather than merely “tell.” 

Educate Listeners  

While the main goal is to keep callers engaged, your on-hold messaging also provides an ideal opportunity to educate listeners about your business offerings. Share helpful tips related to your industry. Provide an inside look at how your operations work. Spotlight new products or services. The key is to make the content genuinely informative and valuable for your audience. 

Promote Wisely  

Of course, promoting your business is one of the main purposes of on-hold messaging. But be judicious in your approach. While occasional direct promos and special offers are acceptable, avoid blatant “hard sell” tactics that could turn listeners off. The most effective scripts strike a balance between entertaining, informing, and promoting in a way that doesn’t feel like a non-stop advertising pitch. 

Call Diversion and Traffic Management  

  • Self-Service Options: Direct callers toward self-service options by promoting your web portal, chatbot capabilities, and mobile app features that efficiently address inquiries. Briefly educate on the ease-of-use and potential time savings these channels offer. 
  • Live Chat Promotion: Encourage live chat as an alternative to waiting on hold. Concisely explain how live chat addresses callers’ needs in real-time and include a link to your live chat service within your on-hold message

SMS Integration with Message-On-Hold 

  • Opt-In for SMS Updates: Persuade callers to opt-in to receive information on promotions, service modifications, and appointment reminders via SMS during your on-hold message. Explain the benefits of signing up, including exclusive offers and faster service updates. Provide a distinct keyword or shortcode for them to text through their phone. 
  • Direct Links in SMS: When callers opt in, send them an SMS with a direct link to a relevant webpage, such as a knowledge base article, online portal access, or a specific product page mentioned in your on-hold message – allowing them to access pertinent information immediately without waiting on hold. 
  • Customized SMS Follow-Ups: After exiting the hold queue and speaking with a live agent, capture callers’ permission for a follow-up SMS with a summary of the conversation, any agreed-upon action items, and/or links to pertinent resource pages. This improves post-interaction clarity and reduces the risk of forgetting key details. 

Speak Your Customer’s Language 

Whether developing on-hold scripts in English, Spanish, or any other language your customers speak, it’s vital to deeply understand your audience. What terms and phrases will resonate most with them based on demographics, industry knowledge, communication preferences, and more? Speaking authentically in a way that connects with your specific customer base is key. And when it comes to the actual voice who will recite your content, your Message-On-Hold provider can offer a variety of voice talents, including multilingual options, to ensure your message is delivered effectively in any language your audience speaks. 

Update Messaging Regularly  

Allowing your on-hold scripts to become stale and outdated is a wasted opportunity. Your messaging should be a living, breathing component of your overall marketing strategy – regularly updated to stay fresh and relevant. In addition to new promotions, incorporate seasonal or current event tie-ins. Introduce new valuable content to provide reasons for callers to stay interested in your business. 

By incorporating these copywriting best practices, you can turn your on-hold scripts into a competitive advantage – retaining callers, shaping brand perceptions, educating prospects, and driving bottom-line results. Message-On-Hold is a unique marketing channel that often gets overlooked but provides immense potential when optimized with compelling, audience-focused content. For assistance with your on-hold copywriting, be sure to contact us

Key Takeaways: 

  • Tell an engaging story that resonates with your audience through concise customer success stories and vivid language highlighting your unique benefits. 
  • Use on-hold messaging to educate listeners by sharing helpful industry tips, insights into your operations, and spotlighting new offerings. Provide genuinely valuable and informative content. 
  • While promoting your business is expected, strike a balance by avoiding aggressive hard-sell tactics. Occasional promos and special offers are acceptable when blended with entertaining and informative content
  • Enhancing your on-hold messaging with call diversion and traffic management options empowers customers with convenient self-service alternatives. By promoting channels like web portals, chatbots, live chat, and SMS opt-ins within your scripted content, you provide callers with choices to address their needs efficiently.  
  • Deeply understand your audience’s language, communication preferences, demographics, and industry knowledge to craft authentically resonant messaging. Utilize professional voice talents fluent in your customers’ languages. 
  • Optimize on-hold scripts to turn a typically frustrating caller experience into a competitive advantage that retains customers, shapes brand perceptions, educates prospects, and drives results. 

Frequently Asked Questions: 

Q: What are some good examples of educational on-hold content? 

A: Quick tips related to your industry, brief overviews of your product/service offerings, short FAQ segments addressing common customer questions. The key is keeping the information concise – aim for easily digestible segments, approximately 10 to 20 seconds in length. 

Q: Can I integrate music or audio branding?  

A: Absolutely. Adding short music interludes between messages, along with reinforcing your brand through consistent voice talent, helps create a cohesive on-hold experience. 

Q: How frequently should scripts be updated? 
A: While full rewrites typically aren’t necessary, freshening up portions of your content at least every 2-3 months is recommended to incorporate new promotions, events, and messaging shifts. 

Q: Can different scripts be implemented for different call routes/queues?  

A: Depending on phone system capabilities, many businesses prefer offering customized routing, so callers receive tailored content based on the product, service, or department they’re trying to reach for a more contextual experience. 

Q: Why should I promote channels like web portals, chatbots, live chat, and SMS opt-ins within my Message-On-Hold program? 

A: This multi-channel approach reduces perceived wait times, improves the overall customer experience, and streamlines operational workflows – transforming a previously frustrating situation into an opportunity to showcase your business’s modern, customer-centric solutions. 

Q: How do I know if my on-hold messaging is effective?  

A: Metrics like abandoned call rates, average call times, sales lift, and caller surveys can reveal insights into how well your scripts are resonating and impacting customer engagement. 

branding message on hold music

The Pros and Cons of Sound Effects in Message-On-Hold Programs 

Imagine you’ve called a spring water company and are patiently waiting on hold to speak with a customer service representative. As you close your eyes, the sound of flowing water surrounds you, as you’re mentally transported to a tranquil, babbling brook. Or perhaps you’re on hold with an automotive company and the familiar sound of screeching tires grabs your attention with an on-brand audio cue. 

Sound effects in Message-On-Hold (MOH) programs can be a powerful tool for engaging callers, but there’s also a downside to consider. After all, your callers are a captive audience, and an unexpected or misplaced sound effect could result in them feeling more startled, confused, or irritated, rather than intrigued. 

The Delicate Balance of Employing Sound Effects in Message-On-Hold 

Sound effects in MOH programs can be a double-edged sword. When used effectively, they can add interest, reinforce brand identity, and create a memorable experience for callers. However, depending on certain factors, they can quickly become a source of distraction or annoyance, detracting from the overall customer experience. 

Consider the case of the spring water company that wanted to incorporate the soothing sounds of a babbling brook into their MOH program. Due to limitations of their phone system’s capabilities, the audio effect ended up sounding more like static than a peaceful stream. Thus, what was intended to be a pleasant and engaging element adversely became a potential source of confusion and irritation for callers, and the concept had to be abandoned. 

On the other hand, an automotive company eager to leverage the potential power of sounds effects wanted to incorporate an invigorating audio cue of loud, screeching tires repeatedly throughout their MOH program. While their enthusiasm was commendable, frequent exposure to such an intense sound effect could quickly lead to caller fatigue. To alleviate a potentially negative customer experience, our audio production experts advised the company to employ the sound effect sparingly, playing it just once within the MOH program at an acceptable volume. The end result was a success – an engaging addition to the MOH, appreciated by both the company and its callers. 

Optimizing Sound Effects in Message-On-Hold 

Employing the power of sound effects in your MOH program is a novel approach to enhance the customer experience for your callers. But it’s important to first seek the advice of an experienced Message-On-Hold provider to ensure the risks don’t outweigh the rewards. 

At Holdcom, we understand the challenges businesses face with low-fidelity phone systems and the importance of delivering high-quality audio experiences. Our skilled production team specializes in overcoming audio limitations, ensuring your sound effects are optimized for maximum impact without compromising the caller experience. 

Through state-of-the-art audio production capabilities, we can enhance the quality of your sound effects, making them crisp, clear, and engaging. Our audio producers also take great care in determining the ideal placement and duration of these effects within your MOH program, ensuring a seamless integration that complements your messaging. 

The Importance of a Well-Written Script 

While sound effects can be a valuable addition to your MOH program, they should never overshadow your core messaging. That’s why it’s crucial to have a well-written script that captures your brand’s voice and provides callers with essential information about your business. 

At Holdcom, we value the art of crafting effective Message-On-Hold scripts. Our team of professional writers and voice artists collaborate to create MOH productions that not only educate callers about your products and services but also keep them engaged while they’re holding. 

When it comes to incorporating sound effects into your MOH, we follow best practices, which includes strategically placing audio cues to punctuate key points or transitions in your messaging, using the effects sparingly to avoid overwhelming callers, and maintaining a consistent volume level throughout the entire production. 

In Summary 

Sound effects in Message-On-Hold programs can be a powerful tool for maintaining your callers’ attention and reinforcing your brand identity. However, their use must be strategic and carefully considered to ensure a positive caller experience. If you’re contemplating adding sound effects to your MOH, your Message-On-Hold provider will help you assess the pros and cons and achieve the delicate balance between creativity and practicality. 

Ready to take your Message-On-Hold program to the next level? Contact us to learn how we can help you create a truly captivating audio experience for your callers. 

Key Takeaways: 

  • Factors like audio quality, volume, repetition, and timing should be carefully considered when incorporating sound effects into MOH. 
  • Consult an experienced MOH provider to optimize sound effects and ensure they enhance rather than detract from the caller experience. 
  • Capabilities like audio quality enhancement, strategic placement, and volume control allow for sound effects to be integrated most effectively into MOH programs. 
  • While sound effects may complement the overall on-hold experience, they cannot replace the importance of a well-written MOH script
  • Following best practices for sound effects – such as including them sparingly, maintaining consistent volumes, and punctuating transitions effectively – can create an engaging, unobtrusive experience for callers. 
  • With the right approach, sound effects can upgrade your MOH to a branded, memorable interaction that keeps callers interested. 


Q: Are sound effects a must-have for an effective MOH program? 

A: Not necessarily. While sound effects can enhance engagement when used appropriately, the core messaging and production quality are most vital. Many companies forego sound effects, which are an optional creative element that, depending on certain factors, may or may not resonate with your callers. Before incorporating sound effects into your on-hold program, carefully evaluate how they may influence the overall caller experience. 

Q: Are there any sound effects that should absolutely be avoided for MOH usage?  

A: You’ll want to steer clear of anything confounding, disruptive, or jarring like loud industrial clanks, sirens, honking, etc. Avoid effects that could be perceived as alarming or unpleasant to your captive audience, as you don’t want callers disconnecting out of annoyance before a live agent is available to assist them. 

Q: How many times should sound effects be incorporated into a Message-On-Hold program?  

A: It’s best to use effects minimally and strategically, rather than frequently, throughout the on-hold messaging. Too much repetition can cause listener fatigue and irritation. Place them at key transition moments in the messaging and where they’ll have the greatest impact for branding purposes. 

Q: How can I ensure my desired sound effects will translate well on my phone system? 

A: Work with an experienced Message-On-Hold provider that has the expertise necessary to create high-quality audio productions. These experts can determine the ideal volume, duration, and placement of sound effects within your MOH program to ensure they complement your core messaging. 

Q: How can I avoid potential legal issues when using sound effects in my MOH program? 

A: It’s important to ensure you have proper licensing rights for any sound effects you want to incorporate. Using copyrighted audio material without permission can open you up to legal risks. Work with a reputable MOH provider that sources sound effects and production music from licensed libraries. They can also advise you on best practices around fair use and rights clearances for maximum protection. Some businesses opt to create custom, proprietary sound effects they fully own as well. The key is making sure you have the proper rights and licensing covered for any third-party audio assets utilized. 

message on hold scriptwriting tips

Should You Use Superlatives in Your On-Hold Messaging? 

Original Article “Should I Use Superlatives in My On-Hold Messages?” by Harvey Edelman, published October 14, 2014 

Your on-hold messaging plays a major role in shaping your customers’ perceptions of your business. So, while it’s tempting to rely on superlatives and bold claims, the key to creating effective on-hold content lies in striking a balance between authenticity and backing up such claims with evidence. Let’s explore how you can elevate your on-hold marketing strategy while maintaining credibility and engagement. 

The Pitfall of Unsupported Claims 

Statements like “We offer the greatest customer service in the industry” or “Our business is dedicated to using the latest technology” can ring hollow if not backed by factual evidence. When customers are evaluating multiple options, generic superlatives alone may not be enough to differentiate your business or establish trust. 

Crafting Compelling On-Hold Narratives 

Instead of making unsubstantiated claims, focus on displaying your unique value proposition through compelling narratives. Here are some strategies to consider: 

  1. Highlight Accolades and Awards: If your business has earned industry recognition or awards, highlight these achievements to demonstrate your expertise and commitment to excellence. 
  1. Incorporate Case Studies: Rather than merely stating that you solve problems, provide real-life examples of how you’ve helped clients overcome challenges. Case studies not only add credibility but also give prospects a tangible understanding of your solutions. 
  1. Feature Customer Testimonials: Genuine testimonials from satisfied customers can be powerful endorsements of your products or services. Consider incorporating audio clips or well-placed quotes from these testimonials into your on-hold messaging
  1. Emphasize Unique Selling Points: Instead of simply claiming to be the “best,” focus on the specific areas where your business truly excels. Highlight your unique selling points, such as award-winning customer service, cutting-edge technology, or industry-leading expertise that truly distinguish your business from your competitors. 
  1. Stay True to Your Brand: Authenticity is key. Avoid trying to be someone you’re not. Showcase your brand’s personality and values through your on-hold messaging, fostering a genuine connection with your audience. 

The Impact of Substantiated Superlatives 

With nearly four decades in business to date, we at Holdcom have extensive experience in writing, recording, producing, and monitoring Message-On-Hold programs for businesses across various industries. Through our work, we’ve observed an interesting pattern: superlatives can certainly be effective in on-hold messaging, but only when they’re supported by facts and substantiating information. 

The key to crafting a compelling on-hold program, and any marketing material, is to demonstrate your business’s excellence rather than merely stating it. Instead of a generic claim like, “We offer the best customer service in our industry,” opt for highlighting specific strengths, such as, “Our dedicated customer service team is available 24/7 to assist you promptly.” 

The concept is straightforward: show, don’t tell. By providing tangible examples and evidence, your on-hold marketing will effectively showcase your business’s unique value proposition, fostering trust and appreciation from your customers. For assistance in crafting impactful and substantiated on-hold messaging that elevates your brand, be sure to contact us

Key Takeaways: 

  1. Avoid Unsubstantiated Claims: Generic superlatives and bold claims without factual evidence can come across as hollow and fail to differentiate your business or establish trust with customers. 
  1. Illustrate Your Unique Value Proposition: Instead of making unsupported claims, focus on highlighting your unique selling points, expertise, and commitment to excellence through compelling narratives by showcasing accolades and industry awards, incorporating real-life success stories, featuring genuine customer testimonials and quotes, and emphasizing specific areas where your business truly excels. 
  1. Maintain Authenticity and Brand Consistency: Stay true to your brand’s personality and values in your on-hold messaging. Avoid trying to be someone you’re not, as authenticity is key to fostering a genuine connection with your audience. 
  1. Demonstrate Excellence, Don’t Just State It: Illustrate the reasons your company is exceptional rather than just stating it. Support any superlatives or claims with tangible facts, examples, and substantiating information that display your strengths and capabilities. 
  1. Seek Professional Assistance: Crafting impactful and substantiated on-hold messaging that effectively elevates your brand can be a challenging task. Consider seeking assistance from professionals with extensive experience in writing, recording, producing, and monitoring Message-On-Hold programs. 

Frequently Asked Questions: 

Q: Why is on-hold messaging important for my business? 
A: On-hold messaging plays a crucial role in shaping your customers’ perceptions of your business. It provides an opportunity to display your unique value proposition, expertise, and commitment to excellence, fostering trust and appreciation from your audience. 

Q: How can I make my on-hold messaging more engaging? 
A: To make your on-hold messaging more engaging, consider incorporating compelling narratives, such as real-life case studies, customer testimonials, and highlights of your unique selling points. Additionally, maintain authenticity and brand consistency by staying true to your business’s personality and values. 

Q: What are some common pitfalls to avoid in on-hold messaging? 
A: One common pitfall is making unsubstantiated claims or using generic superlatives without factual evidence to back them up. This can come across as hollow and fail to differentiate your business or establish credibility with customers. 

Q: How can I effectively showcase my business’s excellence in on-hold messaging? 
A: Instead of merely stating that your business is the “best” or “greatest,” focus on demonstrating your excellence through tangible examples, facts, and substantiating information. Highlight specific strengths, achievements, and areas where your business truly excels. 

Q: Should I consider seeking professional assistance for on-hold messaging? 
A: Crafting impactful and substantiated on-hold messaging that effectively elevates your brand can be a challenging task. Seeking assistance from professionals with extensive experience in writing, recording, producing, and monitoring Message-On-Hold programs can be beneficial, ensuring your on-hold messaging is engaging, credible, and aligned with your business goals. 

branding message on hold

Elevating Customer Experience: The Power of Emotional Intelligence in On-Hold Messaging 

From the moment a customer picks up the phone to the time they hang up, their experience shapes their perception of your brand. One often-overlooked aspect of this experience is on-hold messaging. While it may seem like a small detail, the impact of on-hold messaging on customer satisfaction and brand loyalty should not be underestimated. At Holdcom, we believe in the power of emotional intelligence to transform these brief moments into opportunities for connection and engagement. 

What exactly is emotional intelligence, and how does it relate to on-hold messaging? Emotional intelligence refers to the ability to recognize, understand, and manage emotions, both in oneself and in others. When applied to on-hold messaging, it means crafting messages that resonate with customers on an emotional level, acknowledging their feelings and needs, and providing reassurance and support. 

Imagine this scenario: a customer calls your business with a pressing issue. They’re frustrated, perhaps even angry, and they just want their problem resolved as quickly as possible. But due to high call volumes, they find themselves placed on hold. In this moment, how you choose to communicate with them can make all the difference. 

Instead of subjecting them to bland elevator music or repetitive messages about how important their call is (which, let’s face it, they’ve heard a million times before), why not take the opportunity to connect with them on a deeper level? This is where emotional intelligence comes into play. By incorporating empathy, understanding, and insightful information into your on-hold messaging, you can turn a potentially negative experience into a positive one. 

For example, rather than simply reiterating to customers that their call is important to you, why not acknowledge their frustration and offer them some helpful educational content about your business, brand, and industry while they wait? Or better yet, why not share a brief story or anecdote that puts a smile on their face? By showing genuine concern for their well-being and providing value even during their time on hold, you can create a more positive overall experience. 

But emotional intelligence isn’t just about making customers feel good; it’s also about building trust and loyalty. When customers feel understood and valued, they’re more likely to develop a stronger bond with your brand. They’ll remember the pleasant experience they had while waiting on hold and be more inclined to return in the future. 

At Holdcom, we understand the importance of emotional intelligence in on-hold messaging, which is why we specialize in creating customized recordings that resonate with your audience. Whether you’re looking to convey professionalism, warmth, or a touch of personality, we have the expertise and creativity to bring your vision to life. 

The impact of emotional intelligence in on-hold messaging is undeniable. By tapping into the power of empathy, understanding, and connection, you can transform a mundane experience into a memorable one. So, the next time you place a customer on hold, remember: it’s not just about filling the silence—it’s about creating a meaningful connection that lasts long after the call ends. 


  1. Emotional Intelligence Matters: Emotional intelligence plays a significant role in on-hold messaging, as it allows businesses to connect with customers on a deeper level, acknowledge their emotions, and provide reassurance and support. 
  1. Value in Education: Rather than resorting to generic messages or music, leverage on-hold messaging as an opportunity to provide customers with insightful educational content about your business, brand, and industry, adding value to their wait time. 
  1. Building Trust and Loyalty: Emotional intelligence isn’t just about making customers feel good in the moment; it’s about building long-term trust and loyalty. By showing genuine concern for their well-being, customers are more likely to return and engage with your brand in the future. 
  1. Customization is Key: Tailor your on-hold messaging to resonate with your audience, whether you aim to convey professionalism, warmth, or a touch of personality. Customized recordings can leave a lasting impression on customers. 
  1. Transformative Impact: The impact of emotional intelligence in on-hold messaging is undeniable. By tapping into empathy, understanding, and connection, businesses can transform mundane experiences into memorable ones, fostering stronger customer relationships. 

In summary, on-hold messaging presents a valuable opportunity for businesses to showcase their emotional intelligence, provide meaningful content, and ultimately strengthen customer satisfaction and brand loyalty. 


Why is emotional intelligence important in on-hold messaging? 

Emotional intelligence is crucial in on-hold messaging because it allows businesses to connect with customers on a deeper level, understand their emotions, and provide support, ultimately enhancing customer satisfaction and brand loyalty. 

How can I incorporate emotional intelligence into my on-hold messaging? 

To incorporate emotional intelligence into your on-hold messaging, focus on crafting messages that acknowledge customers’ feelings, provide reassurance, and offer value. You can share insightful information about your business, brand, or industry, or even share brief stories or anecdotes to create a positive experience for customers. 

What type of content should I include in my on-hold messages?  

Consider including educational content about your business, brand, or industry to add value to customers’ wait time. You can also provide updates about your products or services, share company news or achievements, or offer tips and advice related to your industry. 

How can I ensure that my on-hold messages resonate with my audience?  

To ensure that your on-hold messages resonate with your audience, it’s essential to understand your customers’ preferences, needs, and pain points. Tailor your messages to address these aspects and consider incorporating elements of your brand’s personality to create a more engaging experience. 

Can on-hold messaging help build trust and loyalty with customers?  

Yes, on-hold messaging can help build trust and loyalty with customers by showing genuine concern for their well-being, providing helpful information, and creating positive experiences. When customers feel understood and valued, they are more likely to develop a stronger bond with your brand. 

How can Holdcom assist with creating effective on-hold messaging?  

Holdcom specializes in creating customized recordings that resonate with your audience. Our team of experts can help you craft on-hold messages that convey professionalism, warmth, or a touch of personality, tailored to meet your specific needs and goals. 

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. 

call center IVR message on hold phone menu prompts voip

Unlocking the Full Potential of Your Phone System by Embracing the Cloud

Since the early 2000s, cloud-based phone systems, also known as Voice over Internet Protocol (VoIP) solutions, started to gain traction in the business world, as the widespread adoption of high-speed internet and advancements in technology facilitated the shift from traditional on-premise landline systems to more dynamic, scalable, and cost-efficient cloud-based alternatives. 

Today, cloud-based VoIP platforms have become the norm, offering a host of advanced features and flexibility that traditional landline systems simply cannot match. While many companies have embraced this change, the question remains: Are they truly unlocking the full potential of this technology? 

The Untapped Potential of Cloud-Based Phone Systems 

Cloud-based solutions are more than just a replacement for traditional on-premise phone systems. They are a gateway to a whole new world of possibilities for enhancing your business communication. Whether you want to improve caller experience, increase customer satisfaction, or boost productivity, VoIP systems have the features you need to achieve your goals.  

Let’s explore some of the most powerful features that cloud-based phone systems offer, and how they will benefit your business. 

Auto Attendant:  

The auto attendant feature allows you to create a customized menu that greets callers with a professional voice and guides them to the right extension or department. You can also set up different menus for different times of the day, such as business hours, after hours, or holidays. This ensures that your callers always receive a professional and consistent welcome, and that they can reach their desired destination without any difficulty. 

Call Recording:  

This feature enables you to record and store any inbound or outbound calls for quality assurance, training, or compliance purposes. You can also access and manage your recordings from any device, anywhere, anytime. Call recording can help you monitor and improve your staff performance, resolve disputes, and comply with industry regulations. 

Call Analytics:  

The call analytics feature allows you to track and measure various aspects of your calls, such as volume, duration, origin, destination, and outcome. You can also generate reports and graphs that show trends and patterns over time. Call analytics can help you optimize your call flow, identify issues and opportunities, and make data-driven decisions. 


Voicemail-to-Email enables you to receive your voicemail messages as email attachments, so you can listen to them on any device, at any time. You can also read the transcriptions of your messages if you prefer. This feature will help you stay connected and responsive to your callers, even when you are away from your phone. 

Interactive Voice Response (IVR):  

IVR is a pivotal feature in cloud-based phone systems, offering efficiency and versatility. Enabling callers to navigate prompts and menus for self-service, IVR streamlines call routing and reduces the workload on live agents. In the cloud environment, IVR becomes even more dynamic, allowing easy customization, scalability, and integration with other applications. It plays a central role in enhancing customer interactions, optimizing workflow efficiency, and contributing to a positive caller experience. 

Conference Calling:  

Conference calling allows you to host or join audio or video conferences with multiple participants from anywhere in the world. You can also share your screen, files, or presentations with your attendees. Conference calling can help you collaborate with your team members, partners, or clients more effectively and conveniently. 

Call Forwarding: 

Call forwarding allows you to redirect incoming calls to another phone number or device of your choice. You can also set up rules for when and how to forward calls based on various criteria such as caller ID, time of day, or availability. Call forwarding will help you never miss an important call again. 


Integration is a key strength of cloud-based phone systems, offering seamless compatibility with various business tools, most notably Customer Relationship Management (CRM) software. By integrating with CRMs and other business tools, your cloud-based phone system enables a more efficient and streamlined workflow, empowering your teams and contributing to the overall success of your business operations. 

Hold Music and Messages:  

This feature allows you to play music and messages while your callers are on hold or in a queue. Your audio marketing provider can offer you a variety of musical genres to choose from and will handle every aspect of producing a Message-On-Hold program that strategically informs callers about your products, services, promotions, events, and more. This feature will help reduce caller frustration, increase retention, and generate sales. 


Eliminating the need for traditional hardware phones, Softphones offer users the flexibility to make calls from computers or mobile devices. In the cloud environment, these software applications integrate voice, video, and chat functionalities, fostering unified communications and promoting collaboration. Softphones enhance productivity, support remote work, and provide cost-effective communication solutions, showcasing the adaptability and innovation of cloud-based phone systems in modern business communication. 

Embracing the Cloud with Professional Recordings 

Contemplating the array of features offered by cloud-based phone systems and determining how to best leverage them for your business can be an overwhelming process. Recognizing the importance of seamless communication, Holdcom is here to support you. Our professional recording services cater to business phone systems in any language, ensuring your brand’s identity and tone are accurately represented. Whether it’s recordings for your auto attendant, hold music for phone queues, Message-On-Hold, or any other audio feature you require, we’ll help you create a communication system that not only impresses your callers but also contributes to the growth of your business. Consider the possibilities, explore the potential, and enhance your communication experience as you embrace the benefits of VoIP technology. 

Key Takeaways 

  • Cloud-based VoIP solutions go beyond merely replacing traditional landline systems. They unlock a realm of possibilities for maximizing business communication with features to improve caller experience, increase customer satisfaction, and enhance efficiency. 
  • Key capabilities such as auto attendants and IVR, call recording, analytics, voicemail transcription, and conferencing can optimize workflows, boost productivity, and enhance the customer experience. 
  • Seamless integration with CRM software and other business tools creates unified systems that streamline operations. 
  • Flexible audio features like hold music, Message-On-Hold, and softphones further adapt cloud platforms to an organization’s specific needs and foster improved engagement. 
  • Professional voice recording services help ensure branding and tone are conveyed accurately across all aspects of the phone system. 
  • Cloud-based phone systems bring tremendous potential when tapped into fully. By utilizing everything modern VoIP platforms have to offer, companies can empower their staff with streamlined workflows, optimize how they interact with their customers, and significantly drive increased sales. 


Q1: How do cloud-based phone systems differ from traditional landline phone systems? 

A1: Cloud-based phone systems differ significantly from traditional landline systems by operating over the internet, utilizing remote servers in the cloud, and eliminating the reliance on physical infrastructure and copper wires. This shift allows for enhanced scalability, flexibility, and advanced features. Unlike landline systems limited to specific locations, cloud-based solutions empower users to make calls from anywhere with an internet connection. Additionally, the subscription-based model of cloud systems reduces upfront costs associated with hardware, making them a preferred choice for businesses seeking agility, affordability, and modern communication features. 

Q2: Are cloud phone systems and VoIP the same thing? 

A2: While the terms “cloud-based” and “VoIP” are often used interchangeably, they are not exactly the same. VoIP is a broader technology that enables voice communication over the internet, and it can be implemented both on-premise and in the cloud. On the other hand, cloud phone systems specifically operate in a cloud environment, utilizing remote servers managed by third-party providers. While VoIP encompasses various methods of transmitting voice data over the internet, including on-premise solutions, cloud phone systems exclusively rely on cloud infrastructure, offering enhanced flexibility, scalability, and often additional advanced features. In summary, all cloud phone systems are VoIP, but not all VoIP systems operate in the cloud; they represent different points on the spectrum of internet-based voice communication technologies. 

Q3: What are some signs my business could benefit from upgrading to a cloud-based platform? 

A3: Indicators include communication bottlenecks, decreasing customer satisfaction, limited remote work capabilities, and lack of actionable insights from call data. Scalability limitations and rising maintenance costs for outdated on-premise systems also show a need for change. 

Q4: How can businesses take full advantage of their cloud-based phone system features? 

A4: To tap into the immense potential of your cloud phone system, approach implementation with a strategic eye – audit your workflows, identify pain points in communications and operations, survey customer experience challenges, and evaluate growth goals. Match advanced features like auto attendants and IVR, call monitoring, conferencing, Message-On-Hold, and CRM integration to address these specific problems and opportunities. Continually optimize call routing, menus, and audio messaging while leveraging reporting to track impact. Keep exploring possibilities as new needs arise, taking advantage of the system’s scalability. With concerted effort, maximizing platform capabilities for your unique business will provide transformative results. 

Q5: What security measures are in place for cloud-based phone systems? 

A5: Security is a paramount concern for cloud-based phone systems. Providers implement encryption protocols to safeguard call data and employ secure data centers with strict access controls. Regular security audits, updates, and compliance with industry standards ensure a robust defense against potential threats. Additionally, user authentication features and role-based access controls contribute to overall system security, providing businesses with a secure communication environment. 

Q6: Can I customize the auto attendant and hold messages on my cloud-based system to align with my brand’s tone? 

A6: Absolutely. Cloud-based phone systems offer the flexibility to customize auto attendant and hold messages to align with your brand’s identity and tone. Your audio marketing provider will assist you in choosing a professional voice and craft personalized scripts for various menus and hold queues. This customization ensures that your callers receive a consistent and branded experience, contributing to a positive impression of your business. 

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.