Messaging on hold

In today’s digital age, keeping customers engaged is an essential part of exceptional customer service. Did you know, 90% of callers hang up in less than 40 seconds if greeted by silence?
Focus Group’s Music on Hold and Messaging on Hold services are here to elevate communication between businesses and customers.

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Focus Group
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Focus Group

What is messaging on hold?

Messaging on hold and music on hold serves as an important marketing tool, filling what would be blank space with promotional materials, special offers and service information.

A well-crafted message has the power to keep customers informed and interested in the company's offerings, as well as create an opportunity to inform customers about the company's mission, values and achievements, building trust and loyalty with them.

Another important element of music on hold is that it can reflect a business’s brand identity. For example, a corporate business might play classical music to convey a sense of professionalism and sophistication, while a more creative-based business might play upbeat pop music to energise customers.

Our suite of hold messaging for businesses

Sales & marketing hold messaging

On-hold music and messaging for businesses is a great way to promote products and services. Providing the unique opportunity to highlight the features and benefits of your business solutions, as well as upselling and educating already qualified customers, increasing engagement and interest in potential purchase options.

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Auto attendant

Providing an automated greeting to callers and routing them to the appropriate department or extension, auto attendants are commonly used by businesses of all sizes to improve customer service, reduce call wait times and increase business efficiency. Some of the benefits of using an auto attendant for business include elevating the customer experience, creating cost savings and providing flexibility to agents.

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Business voicemail messaging

Business voicemail messaging is an essential tool for any business. By providing a personalised, professional and efficient way for customers and colleagues to leave messages when they are unable to reach a person directly, you will demonstrate that your business cares about the customer experience, supporting the idea that their custom is a priority to you.

As a tool that serves to support your business communications 24/7, this feature can be customised for special events and allows you to manage and keep track of your priorities and responses with efficiency.

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On-hold music for business

Customer retention, elevated customer experience and strengthened brand identity are all benefits of on-hold music for your business. Organisations can improve brand sentiment and keep audiences engaged by aligning royalty-free music with the brand as an on-hold business solution.

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Benefits of on hold messaging

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Establish brand personality

Establishing a brand personality with messaging and music on hold is a great way to ensure your company values are communicated to your audience. Customers calling your business will be able to understand the tone of your business quickly and easily, remaining engaged while your agents work to resolve an issue, answer a question or simply transfer a call.

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Reduce perceived wait times

By utilising what would be silent time, to instead promote your business products and services with on-hold messaging and music, you’ll keep your audience engaged while you deal with their query. This reassures the customer that they are important to you and reduces perceived wait times.

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Upsell products

Using on-hold messages for business, you’ll be able to actively promote additional products and services to an already qualified customer. By optimising your sales and marketing material to fill time in a call while your agents are handling queries and requests, you can upsell additional products and services that your customer may not have heard of yet, reducing churn and increasing engagement.

Frequently asked questions

Focus Group’s music on hold solutions are royalty free.

An on hold message can include anything from product and service promotions to company information and brand building details.

Messaging on hold is a great way to fill silent space in a telephone call. This helps relieve pressure on agents while they seek an answer to a customer’s question, even a simple transfer to another department or colleague.

On-hold messages should be short, engaging, concise and clearly signpost the customer to a place on your website where they can find more information. A simple run-through of the product or service name, as well as benefits and associated special discounts will be enough to confirm to the customer if they want to find out more.

On-hold messages will usually be played on a loop, however, it is important to use this time to communicate engaging information that either promotes the customer’s investment in your business or encourages them to seek more information about a relevant product or service.

Focus Group’s messaging and music on hold services start from just £8.99 per month. We are proud to offer competitively priced, high-quality services.

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Focus Group

Customer stories

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Veterinary Practice

Practices across the group needed a bullet-proof communication system to deliver the highest quality care.

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Focus Group scored top marks with the delivery of a brand new, futureproof telephony system to replace an ageing network.

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Motorline approached Focus Group to simplify its complex setup of telecoms suppliers, with a view to unify communications.

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