You might think phone systems are a thing of the past. But the reality? Phones are still one of the most direct, personal ways customers interact with businesses. And what happens when a caller is put on hold—especially with Messages on Hold—can either improve or completely tank that customer experience.
This simple tool is often overlooked, but it’s one of the most cost-effective and powerful branding opportunities available to any business that uses the phone. Let’s take a deeper look at why messages on hold still matter in 2025, and how you can make sure yours are doing what they’re supposed to do—keep callers informed, engaged, and loyal.
What Are Messages on Hold?
To avoid silence while on hold, businesses use messages on hold (MOH) to provide audio information. They can include music, promotional content, FAQs, or even a friendly voice simply thanking the caller for their patience.
But MOH isn’t just filler content. It’s an essential customer touchpoint.
Think about it: The person on the other end of the line is already interested in your business. They’re literally holding on to hear more. That’s prime time to deliver value.
Why Messages on Hold Still Work
- They reduce caller hang-ups: Studies show that callers are more likely to stay on the line longer if they’re listening to something engaging—like Messages on Hold—instead of silence or static, and it’s even more effective when the message provides useful and relevant information.
- They increase brand professionalism: A polished, well-scripted, and professionally voiced message instantly elevates your company’s image. It says you’re organized, customer-focused, and committed to quality.
- They’re a marketing tool: You can use on-hold time to introduce new products, highlight seasonal promotions, direct callers to your website or social media, and answer common questions.
- They enhance customer service: Hold time can be frustrating, but a friendly, informative voice can help reduce anxiety, offer reassurance, and even entertain.
- They’re customizable: You can tailor messages for different departments, business hours, seasons, or languages- whatever works for your audience.
What Makes a Great Message on Hold?
Not all MOH recordings are created equal. Below are some important factors to be mindful of:
- Professional voice-over: Your cousin with a nice voice might be good in a pinch, but for a lasting impression, you want a trained voice talent who knows how to pace, inflect, and engage.
- Clear and concise scripting: Keep it short, simple, and on-brand. Don’t overload your listener with too much info. One message = one focus.
- Music that fits your brand: Upbeat and modern? Calm and classy? Music that fits your brand identity can influence how the caller perceives the entire experience.
- Regular updates: Nobody wants to hear about your “upcoming holiday special” in February. Keep your MOH content current to stay relevant and avoid confusion.
When Businesses Get It Wrong
We’ve all been there, stuck on hold listening to Messages on Hold with elevator music from 1994 or a message that loops every 15 seconds. Worse, silence. That’s a missed opportunity.
Poorly recorded messages, robotic voices, or generic scripts can do more harm than good. Instead of projecting professionalism, they make your business sound out of touch or, worse, untrustworthy.
And here’s another common mistake: ignoring your target audience. If you serve an international or bilingual customer base, make sure your on-hold messages reflect that diversity. It’s not just respectful. It’s smart business.
Making the Most of Every Call with Messages on Hold
Creating great messages on hold doesn’t have to be complicated. Start with a strong script, choose a voice that matches your brand, and update your content regularly to keep it fresh and relevant.
A few thoughtful tweaks can turn a routine hold into a moment of connection, and that connection can mean more sales, better service, and increased customer loyalty.
And if you want to make sure your recordings sound polished and professional, services like Amazing Voice can help bring your message to life with expert voice talent and top-tier audio quality.