Hold music can be a great way to improve customer experience, but if it’s not done right, it can have a terrible impact on your business. Poor hold music can cause customers to become frustrated, annoyed, and even hang up. In this article, we’ll look at why your hold music might suck and what you can do to improve it. We’ll also answer some important questions about why your hold music might not be up to scratch.
The Negative Effects of Poor Hold Music
The quality of the hold music that your customers listen to when they call your business can have a significant impact on the customer experience. Poor hold music can lead to a variety of negative effects that can harm your business, your reputation, and ultimately, your bottom line.
Poor hold music can create an impression of unprofessionalism and lack of attention to detail. This can lead customers to think that your business doesn’t care about their needs, which could lead to them choosing to not do business with you.
Poor hold music can also lead to customer frustration, as the music may be too loud, repetitive, or simply unpleasant to listen to. This can lead to customers becoming angry and annoyed with your business, which can create a negative association with your brand. Ultimately, poor hold music can lead to customers hanging up and choosing to not do business with you.
The Impact of Poor Hold Music on Customer Satisfaction
Poor hold music can significantly reduce customer satisfaction. Customers can become frustrated if the music is too loud, repetitive, or simply unpleasant. This can lead to customers hanging up and choosing to not do business with you.
Customers can also be put off if the hold music is not in line with the type of business they are calling. For example, a customer may be expecting to hear a calming instrumental piece when calling a spa but instead hears a loud pop song. This can lead to customers feeling confused and unimpressed with your business.
Poor hold music can also lead to customers feeling like your business does not care about their needs or that you lack attention to detail, which can make them less likely to do business with you.
Why Your Hold Music Might Not Be Up to Scratch
There are a few reasons why your hold music may not be up to scratch. Firstly, the music you choose may not be in line with the type of business you are running. For example, if you are running a spa, you may want to choose a calming instrumental piece, rather than a loud pop song.
Additionally, the volume of the music may be too loud or too quiet, which can lead to customer frustration. It’s also important to make sure that the music is not too repetitive, as this can also lead to customer annoyance.
Finally, it’s important to make sure that the music you choose is of good quality, as poor quality can lead to customers forming a negative impression of your business.
To ensure that your hold music is up to scratch, it’s important to consider the following:
- Choose music that is in line with the type of business you are running
- Make sure the volume of the music is not too loud or too quiet
- Avoid repetitive music
- Make sure the music is of good quality
- Test the music out before you set it as your hold music
How can you make your hold music more engaging?
Hold music can have a significant impact on customer experience and satisfaction. To make your hold music more engaging, consider using a mix of popular music, classical music, and custom tracks. Popular music can add a sense of familiarity and comfort, while classical music can be more calming and soothing. Custom tracks can be tailored to your brand and help create a unique and memorable experience. Additionally, you should make sure the tracks are appropriate for the type of business you are running.
Another way to make your hold music more engaging is to use dynamic call routing. With dynamic call routing, you can adjust your hold music depending on the customer’s location, the time of day, the season, and more. This helps give customers a more personalized experience and keeps them interested for longer.
Finally, you can also consider including a voiceover or message with your hold music. This can help explain to customers why they are on hold and provide helpful information about your business.
How often should you update your hold music?
How often you should update your hold music depends on a few factors. If you are using popular music, you should update your hold music every few months to ensure that customers are hearing the latest songs.
It is also important to update your hold music if you notice customer feedback or satisfaction levels dropping. Customers may become bored of listening to the same music over and over again, so regularly updating your hold music can help keep them engaged.
Finally, you should update your hold music if your business undergoes any major changes or if you launch any new products or services. This can help give customers a better understanding of your business and keep them informed of any new developments.
In general, you should aim to update your hold music at least once every three months to ensure that customers are hearing the latest and most engaging music.