We live in a world of automation. Whether we like it or not, press 1 for English and 2 for Spanish isn’t going away anytime soon. But waiting on the phone doesn’t have to be a negative experience. Instead of the boring automated messages we hear every day, why not choose an original and exciting route for your customers? On-hold messaging and automation is the 21st century customer service representative. Stand out from the pack and make sure all of your callers feel taken care of. If you’re looking for a way to spice up your current on-hold message, or are searching for inspiration for a brand new one, here are three ideas to get you started.
Instead of stating your specialties, craft a story about them
If you have the most decadent and delicious cupcakes at your bakery, don’t just tell your listeners about it, show them! How does one show this over the phone? By using vivid imagery and a unique setting, your on-hold message can paint the picture you want your callers to see. Hilltop Inn used this tactic in their descriptions of their delicious food and timeless tea service. The story that Leave Me On Hold crafted for them continues to have callers salivating for their beef wellington and yearning for their quaint accommodations.
Instead of just background music, evoke emotion by adding in realistic sound effects
Many customers tend to forget the information you tell them over the phone, but most will remember how you made them feel. Background music is an important part of your on-hold message, but the sound effects you choose are the finishing touch that leaves customers with the emotions you want them to feel. Take Troutbum’s Fall on-hold message as an example. The sound of trickling water in the background takes customers right to their own relaxing fly-fishing experience on the river. It’s both soothing and comforting, and these emotions translate to a feeling of trust for the services provided at Troutbum.
Instead of a single narrator, play out a conversation between two or more voices
A single narrator does have the benefit of keeping an on-hold message fluid and simple, but often, single narrators lose a customer’s interest as the minutes tick by. A conversation between multiple people allows for more creativity in a message, and you can truly take the direction of your message anywhere. The on-hold message for Cury’s Sport Shop uses multiple voices to set the scene of the message, in a way that listeners can really relate to. One voice is the droning “boss” at a company talking about boring reports. The second voice is an employee who gets a phone call during the meeting from a friend, voice 3. The two of them have a fun conversation all about the sport shop, and it juxtaposes seamlessly against the boring meeting occurring in the background. The creativity displayed was ultimately made possible by opening up the dialogue to multiple voices, and it clearly entertains and informs the caller.
If you’re interested in upselling, entertaining, and educating your customers while on-hold, contact the professionals at Leave Me On Hold for a free quote.