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Integrating Messages on Hold with Overall Customer Communication Strategy

2 July 2024


Strong communication plays such a big part in building strong relationships with customers. Every interaction is an opportunity to reinforce your brand’s values and connect with your audience. One often-overlooked communication channel is the humble telephone on-hold message. When you integrate messages on hold with your overall customer communication strategy, this can significantly enhance the customer experience. Let’s explore how you can make the most of valuable message on hold and in-queue content, written especially for your business.

Aligning Hold Messaging with Company Values and Mission

A company’s values and mission are the foundation of their brand identity. When customers are placed on hold, it’s an ideal time to remind them of what your brand stands for. Incorporate key messages that will reflect your values and mission, reinforcing the positive associations customers have with your brand.

Coordinating On-Hold Messages with Marketing and Advertising Efforts

Messages on hold should always be coordinated in conjunction with your broader marketing and advertising campaigns to create a seamless brand experience. If you’re running a promotion or launching a new product, ensure that this information is also reflected in your on-hold marketing messaging.

Creating Consistency Across all Communication Touchpoints

Consistency is crucial in building brand trust and loyalty. Ensure that the tone, messaging, and branding in your on-hold messages aligns with all other communication touchpoints, such as your website, social media, and in-person interactions. This creates a cohesive brand experience that will always resonate with customers.

Incorporating Customer Feedback and Personalisation

Use on-hold messaging as an opportunity to incorporate customer feedback and make it a more personal experience for your customers. If they frequently ask about a particular product or service, you should always consider addressing these in your on-hold messages. Personalisation can go a long way in making customers feel valued and understood.

Maximising the Impact of Messages on Hold in the Overall Customer Experience

Messages on hold are a valuable touchpoint in the customer journey. Use this time to inform, educate, and entertain your customers. Consider including tips, industry insights, or even a sneak peek into upcoming products or services to keep customers engaged and interested.

In conclusion, integrating messages on hold with your overall customer communication strategy is a powerful way to enhance the customer experience. Message on hold content should align with your company values, and marketing efforts, ensuring consistency across all touchpoints.  Incorporating customer feedback, and maximising its impact, you can create a more engaging and cohesive brand experience for your customers.

At McGirvanmedia we work closely with our clients to build brand awareness as part of your overall Communications Strategy.  Along with our expert team of script writers, we will create a personal audio solution for your next marketing campaign. Please email us at enquiries@mcgirvanmedia.com.au or call to speak to one of our friendly team on 1800 777 428.

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