Message on Hold: More Than Just Filler

Message on hold (MOH) is often an overlooked aspect of customer service. It’s that brief period of time when callers are placed on hold, and it can make a significant impact on their overall experience.

A well-crafted on hold message can:

• Enhance Brand Image: It’s an opportunity to reinforce your brand identity and values.
• Improve Customer Satisfaction: A positive MOH experience can reduce caller frustration.
• Provide Valuable Information: You can use it to share important updates, promotions, or company news.

Here are some tips for creating an effective MOH message:

1. Keep It Concise: Aim for a message that’s no longer than 30 seconds.
2. Use a Pleasant Voice: A friendly, professional voice can make a big difference.
3. Choose the Right Music: Background music should be soothing and non-intrusive.
4. Include a Clear Message: Your message should be easy to understand.
5. Update Regularly: Keep your message fresh and relevant.

• Long, Rambling Messages: Keep it concise and to the point.
• Loud or Annoying Music: Choose music that’s easy on the ears.
• Negative or Upsetting Content: Avoid messages that might frustrate callers.
• Outdated Information: Ensure your message is always up-to-date.

• Test Your Message: Listen to your MOH message multiple times to ensure it sounds professional.
• Monitor Call Volume: Adjust your message length based on call volume.
• Consider Your Target Audience: Tailor your message to your specific audience.
• Use a Variety of Messages: Rotate your messages to keep things interesting.
• Get Feedback: Ask your customers for feedback on their MOH experience.

While traditional on-hold messages are effective, interactive on-hold messages can take your customer experience to the next level. By engaging callers with interactive elements, you can make their wait time more enjoyable and informative.

Here’s how interactive on hold messages can benefit your business:

• Enhanced Customer Satisfaction: Interactive elements like trivia, surveys, or product information can keep callers entertained and engaged.
• Valuable Customer Insights: Surveys and polls can provide valuable feedback on customer preferences and pain points.
• Increased Brand Awareness: Interactive messages can reinforce your brand messaging and values.
• Improved Customer Retention: A positive on-hold experience can foster customer loyalty and trust.

• Keep it Simple: Avoid complex interactions that may frustrate callers.
• Provide Clear Instructions: Ensure callers understand how to participate.
• Offer Incentives: Consider offering rewards or discounts to encourage participation.
• Test Thoroughly: Test your interactive messages to ensure they work as intended.

By investing time and effort into your MOH message, you can create a positive and memorable experience for your callers. Remember, even a brief moment on hold can have a lasting impact on your brand reputation.