{"id":295,"date":"2011-06-29T15:51:29","date_gmt":"2011-06-29T19:51:29","guid":{"rendered":"https:\/\/easyonhold.com\/blog\/?p=295"},"modified":"2025-05-06T07:34:34","modified_gmt":"2025-05-06T11:34:34","slug":"building-your-brand-with-music-on-hold-messages","status":"publish","type":"post","link":"https:\/\/easyonhold.com\/blog\/building-your-brand-with-music-on-hold-messages\/","title":{"rendered":"7 Ways to Build Your Brand with Music on Hold Messages"},"content":{"rendered":"\n

<\/p>\n\n\n

Great on hold messaging doesn\u2019t just fill silence. It tells your story, reinforces your business identity, and builds caller engagement. Treat it like any other marketing channel. With a bit of creativity and strategy, you can turn every second on hold into a session that strengthens your brand.<\/p>\n

1. Demonstrate Why Callers Are Important<\/h2>\n

One of the deadly phrases is, \u201cYour message is important to us\u201d. This is so clich\u00e9 it\u2019s a running joke. You know, \u201cIf I am so important to you, why am I on hold in the first place?\u201d A more valuable message on hold script would\u00a0demonstrate<\/em>\u00a0why the caller is important.<\/p>\n

For example:<\/p>\n

\n

You want your order processed with 100 percent accuracy, and we have a 12-year track record of accurate, on time order fulfillment. Our turnaround time is just 24 hours. That\u2019s the best in the industry.<\/em><\/p>\n<\/blockquote>\n

See how this information might make the caller feel important? Callers are more likely to think, \u201cThese guys really work hard to get me my stuff\u2026\u201d<\/p>\n

2. Direct Customers to Other Means of Contact<\/h2>\n

The caller is on the phone with you, so there\u2019s no need to tell them to contact you. It is a good idea to mention your website but only do so if you can provide a benefit for going to the site.<\/p>\n

For example:<\/p>\n

\n

New photos and videos of our product in action are now on our website, \u2018oursite dot com\u2019.<\/em><\/p>\n<\/blockquote>\n

3.\u00a0<\/em>Connect with them on Social Media<\/h2>\n

We all want more followers so we can extend our marketing reach, but it isn\u2019t enough to just say, \u201cfriend us\u2026 follow us\u201d. Your message on hold script should always approach your company from the caller\u2019s perspective. Why would the caller want to follow you on a platform or subscribe to your YouTube? Here\u2019s an idea:<\/p>\n

\n

Join us on Facebook to find out about limited-time special offers that are only available to Facebook friends.<\/em><\/p>\n<\/blockquote>\n

Or<\/p>\n

\n

Subscribe to our YouTube channel for helpful product tutorials.<\/em><\/p>\n<\/blockquote>\n

Since 64% of consumers want brands to connect with them on social media,\u00a0according to Sprout Social<\/a>, this is a smart way to extend caller engagement beyond the phone call.<\/p>\n

4. A Representative Will Call You Back<\/h2>\n

Some call centers are so busy that the caller on hold is given the option to hang up and get a call back. This is tricky, because you want the caller to be sure that he has not lost his place \u201cin line\u201d. I recently used \u201cpress one to have a representative call you back\u201d option at Delta Airline\u2019s call center.<\/p>\n

The automated system asked me to identify a time to receive a call back. Sure, enough they did call back. Unless you have a sophisticated phone system and a really great reason for being unable to get to your callers on hold, do not tell the caller to hang up. That\u2019s as good as saying, \u201ctry calling our competitor\u201d.<\/p>\n

Providing seamless options during hold time can build trust\u2014especially when backed by conversational experiences that customers now expect. A Zendesk customer experience report<\/a> shows that people want conversations to be part of the experience. A personal connection goes a long way.<\/p>\n

5. Share Your Brand Story<\/h2>\n

People love stories. It\u2019s a way to showcase your brand\u2019s personality and reinforce your brand building efforts. Use your on hold messaging time to tell a brief, compelling version of how your business started, your core values, or your commitment to the community. This humanizes your company and supports a memorable business identity.<\/p>\n

You don\u2019t have to give lengthy details for effective caller engagement.<\/p>\n

Example:<\/em><\/p>\n

\n

We started in a small garage with one mission: to simplify logistics for small businesses. Ten years later, we\u2019re proud to serve over 5,000 clients nationwide.<\/em><\/p>\n<\/blockquote>\n

6. Feature Client Testimonials and Success Stories<\/h2>\n

Now that you know people love stories, share some more about your customers. What better way to build trust and customer loyalty than to share what others are saying? Brief clips or even quotes from happy customers can build credibility and maintain customer engagement.<\/p>\n

Social proof like this can increase conversions and caller satisfaction\u2014especially when part of a consistent customer experience strategy.<\/p>\n

Example:<\/em><\/p>\n

\n

When Sarah from Greenway Interiors needed fast, reliable shipping for her growing design firm, she turned to us. Now, her deliveries arrive on time\u2014every time\u2014and she spends less time worrying about logistics and more time delighting her clients.<\/em><\/p>\n<\/blockquote>\n

7. Highlight Awards, Certifications, or Milestones<\/h2>\n

Brag a little (tastefully). Let callers know about recent awards, sustainability efforts, or new certifications. These accomplishments boost your brand’s authority and create positive impressions about your business\u2019s identity.<\/p>\n

Example:<\/em><\/p>\n

\n

We\u2019re proud to be recognized as \u201cBest in Class\u201d for customer service\u2014three years in a row. It\u2019s an honor that reflects our team\u2019s commitment to making your experience smooth, responsive, and stress-free.<\/em><\/p>\n<\/blockquote>\n

Or<\/p>\n

\n

We recently earned Green Business Certification for our sustainability efforts\u2014like reducing packaging waste and transitioning to 100% renewable energy in our main facility. It\u2019s part of our mission to do better business, for you, and the planet.<\/em><\/p>\n<\/blockquote>\n

These short yet meaningful highlights reassure callers that they\u2019re working with a company that\u2019s not only capable, but committed to excellence, values, and progress. That reinforces trust and keeps your brand top-of-mind even before someone picks up the phone.<\/p>\n

Turn Wait Time into Brand Building Sessions<\/h2>\n

These are just a few of the ways the \u201cold way\u201d of doing \u201con hold\u201d have been transformed into effective communications here at Easy On Hold. If your message on hold announcements sound like something you\u2019ve heard somewhere else, get going on something new.<\/p>\n\"Share\"<\/a>","protected":false},"excerpt":{"rendered":"

Great on hold messaging doesn\u2019t just fill silence. It tells your story, reinforces your business identity, and builds caller engagement. […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[6],"tags":[9],"class_list":["post-295","post","type-post","status-publish","format-standard","hentry","category-marketing-tips-1","tag-message-on-hold"],"yoast_head":"\nBrand Building with Music On Hold Messages | Easy On Hold<\/title>\n<meta name=\"description\" content=\"Turn hold time into a brand asset. 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