Waiting on hold doesn’t have to be a time waster for either the caller or the business.
In fact, it can be a valuable business opportunity.
By providing on hold messages that engage, inform, and reassure customers, businesses can create a more positive customer experience and potentially increase sales and revenue by using hold messages for marketing, cross-selling, and providing helpful information.
In this post, we’ll show you how to take advantage of this business opportunity and will share a range of on hold message scripts for different purposes.
How on hold messages can help your business
The main purpose of on hold messages and music is to improve your customers experience while they wait for someone to answer their call.
But it does not have to be limited just to helping your client pass time!
While you should strive to reduce wait times as much as possible, you need to have a clear strategy for turning wait time into an opportunity to promote your products and services, educate your customers, cross sell, or at least build brand awareness.
When done right, on hold messages can help your business to increase revenue AND improve customer satisfaction at the same time.
What are the different types on hold messages?
There are 3 main types of on hold messages, each serving its own purpose:
1. Reassurance on hold messages
Reassurance messages are designed to reassure the caller that their call is important and that they will be assisted as soon as possible.
If wait times are expected to be long consider apologizing (give reason for longer wait time when applicable) and thank the callers for their patience.
2. Promotional on hold messages
Promotional on hold messages aim to promote your company products or services.
Consider highlighting special deals or promotions that are currently available, and encourage the caller to make a purchase or to ask for details.
3. Informational and educational on hold messages
Informational messages provide the caller with useful information about your company or its products.
For example, you can mention any relevant industry certification, years of experience, or provide basic information about store hours or address (if people tend to ask that).
Don’t want to always upsell your clients?
Depending on your business type, sometimes you may consider making your on hold messaging purely entertaining.
The examples of entertainment on hold messages include may trivia questions, jokes, and similar types of lighthearted content.
Need ready to use on hold messages?
We hope the list of script below will give you plenty of ideas of what to say in your on hold message.
On hold script examples
Below you will find a collection of ready to use on hold message scripts for all of the above message types:
Reassuring on hold message scripts
More scripts examples:
“Thanks for holding. We understand your time is valuable, and we’ll be with you shortly to help you with your request.”
“While you wait, rest assured that your call is important to us, and we’ll do our best to provide you with the assistance you need.”
“At [company name], we’re committed to providing exceptional customer service. You can trust us to resolve any issues you may have.”
“Thanks for choosing [company name]. We’re experiencing higher than usual call volumes, but we’re working hard to get to you as soon as possible.”
“While you wait, remember that we value your business and appreciate your patience. Our representative will be with you shortly.”
“At [company name], we understand that waiting on hold can be frustrating. That’s why we’re constantly working to improve our response times.”
“Thanks for holding. Our representative will be with you shortly to provide you with the assistance you need. In the meantime, please enjoy our on hold music.”
“While you wait, know that we’re committed to resolving your issue as quickly and efficiently as possible. Your satisfaction is our top priority.”
“At [company name], we understand that your time is valuable. That’s why we offer online resources and self-service options to help you get the information you need.”
“Thanks for choosing [company name]. We want to assure you that we’re doing everything we can to provide you with the best possible service. We appreciate your business and patience.”
Promotional on hold message script examples
More on hold scripts examples:
“Thanks for holding. Did you know we’re offering a 20% discount on all orders placed today? Don’t miss out on this great deal.”
“While you wait, why not check out our website and see our latest products? You’ll find something you love.”
“We appreciate your patience. As a thank you for holding, we’re offering a free gift with your next purchase. Just mention this message to our representative.”
“Did you know we’re the top-rated provider of [product/service] in the industry? Call us now to find out why.”
“Thanks for choosing [company name]. As a valued customer, we’re offering you an exclusive discount code. Just mention this message to our representative.”
“While you wait, why not learn more about our rewards program? You’ll earn points with every purchase and get discounts on future orders.”
“We’re excited to announce a new product launch. Stay on the line to be the first to hear all about it.”
“Did you know we offer a price match guarantee? If you find a lower price elsewhere, we’ll match it and give you an additional discount.”
“Thanks for holding. We want to show our appreciation by offering a buy one, get one free deal on select products. Ask our representative for more details.”
“While you wait, why not sign up for our newsletter? You’ll be the first to hear about our latest promotions and exclusive offers.”
Informational and educational on hold script examples
More on hold scripts examples:
“Welcome to [company name]. Did you know our customer service team is available 24/7 to assist you with any questions or concerns?”
“Thanks for holding. While you wait, did you know we offer a satisfaction guarantee on all of our products? If you’re not completely satisfied, we’ll make it right.”
“At [company name], we pride ourselves on using eco-friendly materials and sustainable practices. Learn more about our commitment to the environment on our website.”
“While you wait, did you know we have a mobile app that makes it easy to manage your account, track your orders, and get exclusive discounts? Download it today.”
“Thanks for choosing [company name]. To ensure your safety, we follow strict hygiene and sanitation protocols in our facilities. Learn more about our safety measures on our website.”
“At [company name], we believe in transparency. That’s why we offer a clear pricing policy and no hidden fees. Ask our representative for more details.”
“While you wait, did you know we offer a variety of payment options, including credit cards, PayPal, Google and Apple Pay? Choose the one that works best for you.”
“At [company name], we’re committed to providing excellent customer service. That’s why we offer a dedicated support team to help you with any issues you may have.”
“Thanks for holding. Did you know we offer free shipping on all orders over a certain amount? Save money and enjoy convenient shipping with us.”
“While you wait, why not learn more about our company history and values? Visit our website to read about our mission and vision.”
Looking for more ideas and voice scripts?
Need music on hold to play in background of your message?
If you’re a freelance voice over actor, you can use our music to record and sell on hold messages to your clients.
Here are some on hold music samples that our customers used in their telephone systems:
Listen to our best on hold music (top 10 most popular).
Questions or comments?
Whether you run a call center or setting up on hold phone service for your own company we hope this collection of free on hold scripts will help!
Do you have any question or comments?
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