At Startle, we know that sound has the power to shape perception, influence emotion, and build brand affinity. So when a customer calls and hears music while they wait, every note counts.

We’ve already spoken about the science behind on-hold rage. Here's how to choose the best hold music to reflect your brand, reduce caller frustration, and elevate the customer experience.

‍

Why hold music is more important than you think.

Hold music sets the tone (literally) for your business. It can:

• Calm tense callers
  
  
• Enhance perceived professionalism
  
  
• Reduce hang-ups
  
  
• Create a more memorable brand experience
  
  

With customers increasingly expecting seamless, branded journeys, silence - or worse, static - just won't cut it.

‍

What makes great hold music?

At Startle, we help businesses craft branded, immersive soundtracks, and when it comes to hold music, the same principles apply:

• Brand-appropriate: Your music should match your business identity. A luxury brand might lean toward elegant strings, while a tech startup might prefer ambient minimalism.
  
  
• Non-intrusive: Avoid lyrics or aggressive tempos. The goal is to relax, not overwhelm.
  
  
• High-quality audio: Compressed or low-quality files can sound harsh over the phone.
  
  
• Legally licensed: Don’t risk your reputation (or legal trouble). Always use properly licensed or royalty-free tracks.

‍

Best music styles for on-hold experiences.

Different music genres have different impacts, so it's important to pick the right one for your brand and customers.

1. Elegant Classical

Timeless and calming - ideal for healthcare, legal, and premium service sectors.

2. Soft Jazz

Relaxed, polished, and professional. Think mellow piano or saxophone-led instrumentals.

3. Ambient & Electronic

For brands that want a sleek, contemporary sound, chill out or lo-fi beats might be the best fit, with ambient downtempos and subtle textures.

4. Acoustic & Organic

Friendly, upbeat, and human, with warm guitar-led instrumentals. A great fit for retail, hospitality, and wellness.

‍

Our top tips for on-hold music.

• Switch up the experience: Consider alternating music with informative voiceovers about your latest offers or FAQs.
  
  
• Stay on-brand: Your hold music should mirror the vibe customers get in-store or online.
  
  
• Let the music breathe: Avoid loops that are too short or repetitive - they quickly become irritating.
  
  
• Update regularly: Keep the audio experience fresh with seasonal tracks or new playlists.