“Your Call Is Important to Us”: Is Your Hold Music Helping or Hurting Your Reputation?

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Telephone Wire

As a business owner, you probably spend a lot of time improving your product, winning new customers, or looking for ways to WOW your existing clientbase. It’s easy to overlook your hold music, but the fact is, most of us will spend over a 40 days on hold in our lifetime. That means your clients, too! What are you doing to make their experience better?

  • Silence is not always golden! Dead silence can actually make the wait seem longer, and at worst, your customers may think you’ve hung up on them. Music, on the other hand, can make the time seem to go by faster — if, it’s the right music.
  • Different strokes for different folks. Think about your industry, your audience, and your brand. Suit-and-tie attorneys and wealth management advisors with older clients might choose traditional classical music. Cutting-edge creative agencies and those in the entertainment industry might prefer something less formal. Still others may want a mix of music and on-hold messaging. Since every business is different, Ruby clients can choose between six professional-level options or use their own to deliver a uniquely personalized customer experience.
  • Remember: Use the hold button sparingly. Even if your hold music is fantastic, human interactions will win out every time. If you need a moment to look up an address or find their electronic file, take the opportunity to chat with them instead of pressing “hold.” You’ll deepen your connection and make a lasting impression!
  • Photo by Linh Ngan

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