6 Best Practices to Elevate Your Business’s On-Hold Message

What happens when your customers call, and they’re put on hold, is more important than you may think. For some people, it’s a make-or-break moment. Will they stay on the line? Will they hang up?

A well-crafted on-hold message can swing the odds in your favor – done right, it could even turn waiting times into a valuable opportunity to connect with your callers. But if done poorly, the message on hold can result in frustration, or even a lost customer.

Crafting an effective on-hold message doesn’t have to be complicated. Here are six best practices to ensure your business delivers an effective, engaging, and memorable message on hold.

 

 

1: Be Relevant to Your Brand

Your on-hold message is an extension of your business and, as such, its content and tone should ideally align with your brand identity. Whether your brand voice is professional, humorous, or upbeat, keep the tone consistent.

For instance, if you’re a fun startup, your message might use playful language. But if you’re a well-established law firm, you’ll want to maintain a professional tone.

Content wise, think of this as another chance to tell your brand’s story. Highlight your key services, core values, or what makes your business unique. Keeping the on-hold message relevant to your brand ensures every touchpoint reflects your business in the most accurate way, leaving a positive impression.

 

2: Use a Clear Call to Action (CTA)

Your on-hold message isn’t just a placeholder – it’s a chance to guide your customers toward a desired action. Include a clear call to action by sharing your phone number, website, or even your business’s social media handles.

For example, “To learn more, visit us online at Smartlinksolutions.com today,” or, “Visit Smart Link Solutions on Facebook.”

A well-placed CTA helps guide your customers to their next steps, whether they’re exploring your services, making a purchase, or scheduling a follow-up call. Don’t miss the opportunity to softly nudge callers closer to conversion.

3: Sound Natural and Conversational

You’ll want to avoid overcomplicated language that feels too dense or robotic. Write your script the way people naturally speak. A conversational tone helps make your message feel genuine and relatable, making the wait feel shorter. (It also makes life much easier for your voice talent!)

For example, instead of saying, “The technological precision of this year’s latest model sedan is a mesmerizing sight that demands your immediate attention,” you may want to try something more snappy and natural-sounding like, “The 2025 sedan is a high-tech stunner you won’t want to miss!”

Genuine and friendly messages, with a touch of excitement, can make callers feel like they’re listening to real people, not a faceless company.

 

4: Acknowledge the Wait with “Comfort” Messages

Being placed on hold isn’t the highlight of anyone’s day, so a little acknowledgment can go a long way. Incorporating “comfort” messages like “Thank you for holding” or “We appreciate your patience” reassures your caller that you value their time.

Just like a more conversational style, these small notes of gratitude create a warmer, more human experience. Your customers will appreciate the acknowledgment and feel less forgotten while they wait.

5: Make It Entertaining

Depending on your target audience, you can add a touch of entertainment to your message. Consider including interesting facts, or even quick brand-related stories. Not only does this add a touch of personality, but it also keeps the listener engaged.

For example, a bakery’s on-hold message could say, “Did you know chocolate chip cookies were invented by Ruth Graves Wakefield in 1938? Hold on while we connect you to the sweetest team in town.”

Entertainment isn’t always necessary – but if it fits your brand, it can turn a potentially long wait into an enjoyable one.

 

6: Choose the Right Music

One of the fastest ways to ruin an on-hold experience is bad music. The tune you choose probably shouldn’t be that death metal track your grandson’s band just came up with – it should be something that specifically aligns with your brand.

A spa might use calming music, while a stylish new retail business might opt for trendy, fun beats.

Avoid loud or distracting tracks, and ensure the volume levels are balanced just right so the voice talent is easy to understand, and your message remains the focus. The goal is to create a pleasant sound experience that really shows off the quality of your brand.

A Dynamic On-Hold Message Awaits You

Creating the perfect on-hold message may seem like a small detail, but it can make a big impact on your caller’s experience. When it’s done well, it’ll keep your callers engaged, and can even help convert them into customers.

Ready to create your own Message on Hold?

You’ve come to the right place! Here at Smart Link Solutions, we’ve got everything you need to get up and running:

• • Skilled content creators crafting clear, engaging messages
  • Professional studios featuring exceptional music and top-tier voice talent
  • Flexible packages offering updates to keep your messages fresh and your customers informed

Not only that, but on-hold messaging is a smart, future-proof investment. As you upgrade or change your phone system, your on-hold messages seamlessly adapt with you. We provide files compatible with all modern phone systems, ensuring your messaging stays relevant and up-to-date.

For more information, call (866) 757 – 5100 or visit Smart Link Solutions today!