Your on-hold message is an awesome opportunity to extend your brand straight into the ears of your customers calling in. Your on-hold message is a reflection of your company. Are you speaking to the audience you want to attract? Have no fear — Leave Me On Hold is here to lead you in the right direction.
Know the age of the audience you’re writing to
The way you speak in your day-to-day life depends on the age of the person you’re speaking to and it’s no different with your on-hold message. When crafting your on-hold message, have in mind a key age group or generation you’ll be speaking to. Use verbiage, humor, and references catered towards that generation. This ensures your audience will be able to follow and comprehend your message, and more importantly, listening to your message.
Put yourself in their shoes
Once you know the age range your business is targeting, try to tap into a persona you’re writing to. Put yourself in the shoes of your target listener and write to what you think they would want to hear while on hold with your company. What is the typical personality of your customer base? What type of humor hits home with them? What will they find entertaining? If they’re a millennial, share your social media handles to encourage a relationship online. Perhaps your clientele is over the age of 50 and would enjoy hearing your recent awards or accomplishments — don’t be afraid to boast with your on-hold.
Predict what they will want to hear
Most importantly, you’re writing to what will keep your customers on-hold for the longest amount of time. Whether that is music, bragging, or humor, what will keep the attention of your target audience? Once you know who it is you’re crafting your on-hold message to, you can exceed their expectations and predict what they will want to hear when on hold before they even know themselves. Don’t underestimate the effect of a strong on-hold message. Give the people what they want when they’re waiting on the line, while simultaneously extending your clientele, maintaining your current customers, and lowering employee turnover.