How Music On Hold Helps Improve Customer Experience

Most people prefer listening to hold music or recordings over silence when waiting for their calls to be answered. That being said, it's easy to improve the customer’s experience by using the music-on-hold feature in your business phone system, which is often included in your service plan and takes just a few minutes to set up.

Here's what you need to know about music on hold:

What Is Hold Music?

On-hold music for business is a common feature in company phone systems. It's used when callers are put on hold to wait for further action or service. Hold music automatically plays while the caller waits and ends when the call is picked up.

Besides recorded call-waiting music, you can include spoken messages to inform callers about their current position in the queue and other announcements, such as business hours, location, special promotions or website URL.

How Does On-Hold Music Work?

In the past, telephone systems needed to be connected to a playback device (e.g., a CD player) to set up call-waiting music. Today, most VoIP phone services offer on-hold music for business usage without additional charge.

You can either select music from the phone system's library or you can upload music and announcements to customize the caller experience.

Watch this video to set up Music on Hold for your VoIP phone system: 


The Benefits of Using Music on Hold

The hold-music function can be used to improve the customer service experience when callers are waiting for their turn.

Here are some key benefits of using this feature:

  • Replace dead air with entertainment or useful information, such as answers to frequently asked questions, hours and location of your business or announcements for new products and events.
  • Play different music or messages during different times, customized for each extension or based on caller ID information to deliver the most relevant information and caller experience.
  • Keep callers engaged to reduce the call abandonment rate since many callers who drop their calls won't call back.
  • Play marketing messages or promotional offers in your hold music to build brand awareness and increase sales.

Improve Customer Experience With 8x8 Music on Hold

8x8 Music on Hold plays recorded music or marketing messages while your callers are on hold to give your business a professional edge.

Virtual Office allows you to replace dead air with music or important information with our Music/Messaging-on-Hold feature. 8x8 offers 10 music-on-hold options to choose from that you can change online at any time. You can also upload your own .au files.

Need Professional Voice Recording Services?

From telephone prompts to voicemail and message-on-hold recordings, make sure your business presents a consistent, professional voice for your clients and customers. The 8x8 Audio Production Store is a great way to quickly and easily create an effective audio brand for your company.

Keep Callers Engaged With Music on Hold

The music-on-hold feature helps you deliver a customized customer call experience. If your company often has to put callers on hold, this feature is a necessity for using the wait time optimally.

With the right selection of music and messages, you can reduce call abandonment rate, increase engagement and improve sales—and all it takes is a few minutes of setup time.

When it comes to VoIP, 8x8 provides a reliable and compliant cloud solution at a demanding level rarely seen by other cloud providers. Don't take your chances with a subpar cloud-based telecom system. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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