The Power of Message On Hold
Turn hold time into a customer engagement tool with Please Hold Canada. Discover how Message On Hold boosts customer satisfaction and results.
Acquiring New Customers Costs More Than Retaining Existing Ones
In today’s fast-paced and highly competitive Canadian market, businesses are always looking for ways to grow revenue and strengthen customer relationships. While attracting new customers often takes centre stage, there’s a key insight smart companies recognize: acquiring a new customer can cost up to five times more than retaining and selling to an existing one. That fact alone highlights the importance of keeping current customers engaged—especially at touchpoints many overlook.
One of the most underused yet powerful tools for improving customer engagement and increasing long-term value is Message On Hold.
At Please Hold Canada, we specialize in crafting professional audio branding solutions that turn idle hold time into valuable communication moments. In this post, we’ll explore why customer engagement matters, and how our Message On Hold services help Canadian businesses build loyalty, improve service perception, and boost profitability—one call at a time.
Why Existing Customer Engagement Matters
Study after study confirms that retaining customers is significantly more profitable than chasing new ones. In fact, research shows that increasing retention by just 5% can raise profits by 25% to 95%. Existing customers are more likely to:
- Make repeat purchases
- Spend more per transaction
- Refer others to your business
- Explore new products and services
That makes your current client base a valuable asset. But keeping them engaged requires more than good service—it requires consistent, thoughtful communication throughout the entire customer journey.
Rethinking Hold Time
Despite technological advances, many interactions still involve waiting on hold. And for customers, that wait can feel frustrating—especially when met with repetitive music or silence. Too often, Canadian businesses treat this as dead air, when in reality, it’s a golden opportunity to connect.
Hold time isn’t just a delay—it’s a moment to inform, reassure, and impress. Done right, it becomes a branding tool that reinforces trust and keeps callers engaged while they wait.
How Please Hold Canada Transforms Hold Time
Our Message On Hold service is built to turn this underutilized moment into an effective, branded experience. Here’s how we do it:
1. Branded Scripts and Professional Voiceovers
We write tailored scripts that reflect your tone, values, and industry. Then we pair them with licensed music and professional voice talents to ensure every message aligns with your brand.
2. Deliver the Right Info at the Right Time
Use hold time to educate callers about:
- Current promotions
- Seasonal hours
- Product launches
- Service updates
- FAQs or loyalty programs
It’s a simple way to keep customers informed—and interested.
3. Build Trust and Brand Confidence
Professional on-hold messaging signals organization and care. It tells your customers, “We value your time,” even before a team member picks up the call.
4. Improve Perceived Wait Times
Studies show that hold messages make waits feel shorter. That means less frustration, better first impressions, and higher customer satisfaction.
5. Upsell and Cross-Sell with Ease
With a captive audience, hold messaging is the perfect chance to highlight additional services or products—without being intrusive. For example, a dental clinic might promote cosmetic treatments, while a hardware store could spotlight a weekend sale.
A Trusted Canadian Partner in Audio Branding
For over two decades, Please Hold Canada has helped businesses nationwide—from small family-owned operations to national chains—bring professionalism and polish to their phone systems. Our services include:
- Customized scriptwriting by experienced copywriters
- A wide selection of Canadian English and French voice talent
- Professionally licensed music
- Seasonal and scheduled message updates
- Seamless compatibility with most Canadian telecom systems
Our goal is to give you a turnkey solution that keeps your message fresh, relevant, and always on-brand.
The Impact Is Real
Take, for example, a regional auto dealership in Ontario. Before working with Please Hold Canada, they had a high drop-off rate during hold times, resulting in lost bookings. After introducing professionally scripted messages featuring seasonal offers and service reminders, the dealership saw a 20% increase in appointments—with many callers referencing something they heard on hold.
Best Practices for Message On Hold Success
To get the most out of your Message On Hold program, consider the following tips:
- Keep it concise: Get to the point quickly to keep listeners engaged
- Update regularly: Reflect seasons, events, or promotions
- Be relevant: Speak to your specific audience and their needs
- Track results: Review call volume and customer feedback to assess impact
Your current customers are your best asset. With acquisition costs on the rise, Canadian businesses must find smart ways to keep their customers engaged and satisfied. Message On Hold from Please Hold Canada is a simple yet powerful way to turn wait time into brand-building time that revolutionizes your customer engagement.
Whether you’re aiming to boost sales, improve caller experience, or strengthen your customer relationships, we’re here to help you make every second count.
Ready to turn hold time into results? Contact Please Hold Canada today and discover how we can enhance your customer experience—one call at a time.