On-Hold Marketing Tip: Customize Your Contact Center Experience

You probably don't need proof that people get annoyed by long hold times, but did you know that being kept on hold was the top complaint reported by consumers in a Clutch survey? It even beat out rude service. The best thing you can do to improve the customer experience is to shorten the wait; the second best is to make the wait feel shorter.

Vonage lets you customize the on-hold experience with music that reflects your brand and a relevant on-hold marketing message that informs and entertains your customer and may even trigger an upsell.

Make Your Call Hold Stand Out

The Vonage Business Cloud offers a series of hold features, such as Call Hold, which lets representatives put customers on hold, and Call Queue, which provides a virtual waiting room for incoming callers. Regardless of how customers end up on hold, they don't have to wait in silence or listen to elevator music. Music on Hold lets you upload music and an on-hold marketing message to create a fully customized phone experience for your callers.

By customizing the music and integrating on-hold marketing messaging, you set a professional tone, keep your customers informed and up to date, and maybe even make them forget how long they've been waiting.

Every account has access to four standard hold music options, but you can also upload your own original jingles, tunes that reflect your brand's personality, or hits from genres that your unique audience enjoys.

Speak Directly to Your Customers

You can take it one step further and "marketize" the experience by peppering in various on-hold marketing messages, too. Uploading a voice-recorded message is a quick and easy way to share news about your business, products, and services. You can share useful information about your industry, promote a lesser-known product, highlight special offers, or simply take the opportunity to thank callers for their business and their time.

The Music on Hold feature is free to all Vonage customers and allows users to upload multiple recordings, so you don't have to keep repeating yourself. You can choose whether the files are played randomly or looped in a specific order. All these options can be customized in the Admin portal.

Customers appreciate a personal touch when calling into your business. By customizing the music and integrating on-hold marketing messaging, you set a professional tone, keep your customers informed and up to date, and maybe even make them forget how long they've been waiting.

Dave Morris
Dave Morris Contributor

Dave is a content strategist and writer at Vonage Business Solutions, working with teams across the company to build communication programs that enable our customers and assist our prospects. He enjoys living in Atlanta and is an avid gardener, restaurant enthusiast and live music fan.

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