Why Have On-Hold Music for Your Business?

You never want your customers to wonder if they are connected to your company, so it might be time to evaluate your system if you don't currently have on-hold music services in place. 

From standard to cloud-based phone systems, the on-hold music you use and play will make a difference in your customers' experiences, so here are some reasons it is a necessity.

Why Use On-Hold Music?

Let's face it: No one likes to be put on hold, and this might be a regular action if they are trying to reach someone via business multi-line phone systems. It can feel frustrating and confusing, especially if there is silence on the other end when they call in. 

In most cases, an individual may hang up after a minute if there is no contact; this is where on-hold music can help. This service will let them know they have reached the right business and are still connected to the company.

On-hold music offers many different benefits, and here are just a few!

Enhances the Company Brand

One of the first benefits is that you can make a more streamlined first impression if the customer calls in for the first time. You can choose music that will reflect the feelings and values of your company to create an on-hold experience that they will remember.

Offers the Customer Choices

Another advantage is the ability to play recorded messages about the company. If your business has multiple departments, it can give instructions on which buttons to push to get customers to the areas they need more quickly. 

This means your callers aren't going to get confused, and it lets you inform them about wait times or whether there are any other options to connect with someone to help them get their questions or situations resolved faster.

Works as a Good Filler  

With more people looking for instant gratification, music and messages being received in the background decreases the chance of your callers becoming bored because time goes by faster. If your customers are sitting in silence, it may feel like it took longer than it did for them to get answered by someone, which could make them more cranky and irritated.

Playing music or messages gives them something to listen to; it helps their minds stay occupied and can keep them from hanging up out of frustration.

Influences Their Mood

It's no secret that certain types of messaging and music can influence people's moods. If you have a business where they're most likely going to be on hold for an extended time, playing music and conveying messages can directly affect how they feel about your company and their experience while they're waiting, so hook up the tunes or get them to where they need to be faster with a customized on-hold experience.

Can You Use Popular Music Options for On-Hold Music?

Choosing your music will be based on the kind of impression that you want to make. A popular option is classical because it promotes relaxation, but this may be less popular with younger customers, so keep this in mind. 

Another choice is pop, which may require a specialty license, and prices will vary. Also, consider royalty-free music because it offers a more straightforward option and takes less work with the encoding process to convert it to a hold option.

Dos & Don'ts for On-Hold Music & Messages

It's no secret that the music and messages you play will decrease the chances of your customer service team dealing with a grumpy customer. There are a few ways to streamline your messaging and music, so we recommend the following:

• Get your customers prepared. Do they need to have important information like addresses or banking info for the representative?

• Update your content with new information so it shows you're engaged with your company. 

• Try to keep customers entertained and customize your messages towards them.

• Always choose the right script and music that fits your branding.

Things to avoid:

• Don't use looped messages because this can agitate customers, and don't remind them that they're sitting on hold; they already know.

• Don't limit your language options to just English and offer a variety of other choices.

Get the Streamlined Services You Need With Lighthouse Technology Solutions 

Incorporating on-hold music can make a difference in your customers' experiences, which can help create return clients. Lighthouse Technology Solutions wants you to have the best system on the market, and we started this company to offer solutions like IT services and video surveillance system choices at a fair price with expert customer care.

Let us help you incorporate the perfect on-hold music system to keep your Minnesota customers happy by contacting us online or calling us at 612-345-9177 today.