Music on hold (MOH) refers to the general practice of companies to play a recorded music while customers or clients are being placed on hold so that they will not get impatient with the silence, while waiting for the other person to answer the other line, usually being done in the customer service environment. It is also commonly known as on hold messaging, message on hold, hold music and phone on hold.
In business applications, on hold music can be a simple solution in retaining your customer base and calming down impatient clients. Some of the benefits of using on MOH are as follows:
Increase Customer Awareness
Instead of just playing a standard tune, some businesses opt to maximize music on hold by playing advertisements. This way, you can inform customers of other product offerings or limited special promotions while they are waiting on the line. This can be arranged in specific intervals and can be a mix of music and messages, based on your preference. Common as it may seem, this can be a good way of generating additional sales while providing customer service.
Keep Customers Relaxed
Even if you have ample number of representatives, having to place people on-hold is still unavoidable. Waiting for a customer service agent over the phone can be irritating especially for clients who are in a rush but playing the right kind of MOH and company messages can be a good way of putting the customer at ease. Having something to listen to is way more relaxing than having to listen to long silences while waiting.
Improve Customer Service Experience
Oftentimes, big companies get swamped with telephone inquiries which usually causes delay in providing customer service. if on hold music is present, even though they are waiting on the telephone, they will still feel that the business entity that they are dealing with imbibes professionalism and positive branding. Being placed on hold will not be offensive to the client if they can a hear relevant recordings or informative messages while waiting in the queue to speak with a representative.
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