Proud Voices

How to Create an Ad for Your On Hold Messaging

The answering service for a business provides the “voice” and image which can affect how all customers perceive it. The right voiceover artist can project trustworthiness, enthusiasm, or a serious tone. Picking the right voice is essentially a form of “branding”, which influences how other perceive it. When businesses are looking to create an “hold message”, they should consider what the are trying to accomplish.

Do they want to use this message to sell products?

Do they want to inform customers about an upcoming event?

or

Do they want to make sure the customer doesn’t hang up?

Creating An On-Hold Message

Most consider an “on-hold message” to be a simple way to keep customers on the line. But, many do not realize that it can be used to inform customers of new products or advertise, while they are waiting. On-hold message are not intrusive, because help the customer understand that a live rep will soon be on the line. This message will automatically be played during a customers wait time, so it may as well be used as another opportunity to “sell”.

Sample On-Hold Message

Here’s a quick sample of an effective on hold message:

Thanks for Calling _______ (your business). We look forward to helping you, a live operator will answer in just a few minutes. Also, did you know we are offering our new _______ (product) at a discounted rate for the next 3 days? Be sure to ask our operator about this special deal.

The message above is a simple way to get out the message of sales and new products without being intrusive. Your message informs them that they should wait and hold for an operator. Then injects a short sales message, while they are waiting. This message helps to inform and sell to the customer.

What Type of Services Should Your On-Hold Message Advertise?

Hold messages can be turned out by listeners, so it can be important to grab their attention. Informing them about a special discount or sale price can be a good way to get them to listen. Special offers like 50% off sales, discounted new products, or buy 1 get 1 free offers tend to work great. Customer love to feel that they are getting a great deal and this type of message can drive customers to ask your reps about the products.

Rotating On-Hold Ads

When you create your on-hold ad, you may want to test multiple offers. Most phone systems allow businesses to upload 1-
10 messages that are automatically played and rotated each time a customer is put on hold. Some of these ads will turn out to be more effective at driving sales than others.

So, how will you know which are working?

One way to figure out which messages are the most effective are to put “customer codes” in them. In the message you can ask the customer to say the word “SALE 10″ to your live rep.

This will help you keep track of which on-hold messages are the most effective and which aren’t leading to any increase of sales. If you test this for a period of time, you will have a series of rotating ads that are proven by your own “customer code data”.