{"id":2275,"date":"2017-06-26T15:45:44","date_gmt":"2017-06-26T19:45:44","guid":{"rendered":"https:\/\/easyonhold.com\/blog\/?p=2275"},"modified":"2024-08-06T17:12:16","modified_gmt":"2024-08-06T21:12:16","slug":"music-messages-hold-unexpected-solution","status":"publish","type":"post","link":"https:\/\/easyonhold.com\/blog\/music-messages-hold-unexpected-solution\/","title":{"rendered":"Music and Messages On Hold: The Unexpected Solution"},"content":{"rendered":"

We started Easy On Hold 20 years ago simply because most business had no idea what to do with callers who had to wait \u201con hold\u201d. Nobody likes being on hold, but we\u2019re here to do something about it. In fact, thousands of businesses are using Easy On Hold<\/a> to make \u201con hold time\u201d a worthwhile experience for callers, and a way for you to build business.<\/p>\n

\"ExcitedStop Delivering The Expected<\/strong><\/h2>\n

When you call a business and get placed on hold, what do you expect to hear? A loop of music with \u201cthank you for calling\u201d announcements is so typical, that businesses using this approach are doing nothing more than confirming the callers\u2019 worst fears: another annoying on hold experience has commenced.<\/p>\n

Music and Messages On Hold Tested<\/strong><\/h2>\n

The American Psychological Association<\/a> found that seventy percent of callers who hear music only while holding will hang up before their call is answered. A quick check on Twitter confirms this. Take a look at these comments:\"twitter<\/p>\n\"twitter\n

Music does pose some problems, because it can sound scratchy and distorted over the phone, especially cell phones<\/a>. And what constitutes \u201cgood\u201d music?<\/p>\n

Here\u2019s a comment that any music, when used on hold, can become annoying.\"twitter<\/p>\n

Next the A.P.A. study added voice<\/strong> to the hold queue. These added statements made very little difference. Still, sixty seven percent of callers hung up before their call was answered.<\/p>\n

\"American_Psychological_Assn_On_Hold_Music_Study\"It turns out that what callers want most is \u201cinformation\u201d. It\u2019s why they called in the first place, after all. The study conducted for Maxi Marketing revealed that 88 percent of callers prefer information while on hold.<\/p>\n

Case Study: Changing From Hold Music to Hold Marketing<\/strong><\/h2>\n

To get more insightful, Easy on Hold customer Richard Germann had a problem with high levels of call abandonment at his catalog company, Wine Country Gift Baskets<\/a>. Trying different types of messages on hold<\/a>, Richard says, \u201cvaried and non-conforming\u201d messages work best. Avoid generic announcements and use a skilled script writer.<\/p>\n

It has certainly been a success story for us. We have had very few abandoned calls. If I had to contrast that wilth the past we would have had many abandoned calls.<\/p>\n

I had done some research into best practices, etc. It seems a varied and un-conforming hold message will make people hold vs. \u201cYour call will be answered in the order received.\u201d Your script writers have done a great job of adding spice and variety and I think this is the key ingredient!<\/p>\n

RICHARD GERMANN, Customer Service Director
\nWine Country Gift Baskets<\/strong><\/em><\/p><\/blockquote>\n

More than just keeping callers from hanging up, the right content on hold is just plain good for business.<\/p>\n

Good Customer Service Requires Professional On Hold Information<\/strong><\/h2>\n

Many companies pride themselves on having excellent \u201ccustomer service\u201d, but do very little to help callers waiting on hold. Did you notice that dissatisfied customers equate being on hold with \u201cpoor customer service\u201d?\"Customer<\/p>\n

Easy On Hold has re-invented on hold messaging. <\/strong><\/h2>\n

The secret is having control over an unlimited number of spoken elements, including, \u201cgood morning\u201d, \u201cgood afternoon\u201d and \u201chope you\u2019re having a good Tuesday\u2026\u201d It sounds more natural, more inviting and lets callers know that your phone on hold audio<\/a> is a live stream. This gets callers attention because it is so different from the usual, \u201cthank you for holding\u201d that they were expecting!<\/p>\n

Callers are expecting a \u201cloop\u201d. That\u2019s a string of announcements that are heard in the same order, over and over. The Easy On Hold stream randomizes<\/strong> short, call-to-action paragraphs. Each topic is given detailed instructions: when to play and how often.<\/p>\n

The stream assembles content on the fly, according to priorities you determine well in advance.<\/p>\n

Creative Content Manager<\/strong><\/h2>\n

One way to demonstrate how it all works so seamlessly, is to log in to Creative Content Manager<\/strong>. This is the online tool that handles every aspect of your phone on hold marketing.<\/p>\n

\"Creative
A screenshot of Easy On Hold’s CREATIVE CONTENT MANAGER dashboard.<\/figcaption><\/figure>\n

With your secure login, you can:<\/strong><\/p>\n