If you’ve decided to add hold music to your customers’ wait time during calls, you have probably learned that having a way to entertain your customers is better than nothing. Silence on a hold doesn’t usually go over well as customers will wonder if they are really still in hold or if they’ve been hung up on. If holds happen frequently, your customers probably spend those hold times frustrated and angry.
This means that you should choose soothing music to help calm down your unhappy customer. You also should choose something that relates to your brand and entertains for the short wait. Here is a look at how to choose the right hold music to make the experience a bit more pleasant for your callers.
Choose something effective and professional
For starters, your company is being represented every time that your customer comes in contact with your brand whether it’s through the phone, a stop in your store, or an email. Making sure that your customers are still being considered during a phone call hold time is a great way to show you go the extra mile. Companies like Apple and Disney are known for having great hold music which makes customers not dislike a hold as much.
Make sure you implement an “on hold” message that explains the situation and some sort of warning of when you have a high volume of calls. It should be a professional and effective voice reading the message for your recording and using a script is a great way to make your message run smoothly. Be sure it’s reassuring, soothing, excited, or lighthearted, depending on the type of music you’ll be playing.
Your audience and brand
Do you have an audience that is just like you in which you can relate to similar foods, similar radio stations, and similar styles of conversing? Consider your audience when selecting your hold message and music to decide what makes sense for them more than for you. You may prefer opera music while your audience may be happier with country music depending on what your brand is all about. Make sure your voice over makes sense with your brand’s voice, demographic, and the music you’ll be playing during the hold.
If you still aren’t sure what direction to go, consider choosing popular music for your industry. You don’t have to call competitors to see what their hold music sounds like either. Simply go to Holdcom Music Themes by Industry where you can find what’s popular in your industry.
The key is to consider what your customer preferences would be and how the music aligns with what they are calling about. A western shop would make the most sense offering country music while a youthful market might go with world music or reggae.
A high end retailer or restaurant might offer jazz or classical. If your customs are calling to make a purchase, you might be wise to go with something energetic and engaging while a tech company’s complaints hotline might be better with soothing, calming sounds to relax your angry customers.
Whichever route you go, it’s wise to update the music selection from time to time. Tailor your selections to your customers, your brand, and the purpose of the call in order to pick the best songs for the purpose.