Now that you’ve got your time checks and prompts sorted, it is time to get your Music on Hold working for you! First up, updating your Music on Hold to reflect the season is a great way of improving the customer experience by creating a more joyful and festive vibe for callers. Appropriate holiday Music on Hold that reflects your brand can have a number of positive effects that enhance the caller experience. Just remember to create a good selection of holiday music, that you can rotate, so callers don’t always hear the same music on repeat.
First and foremost, the right Music on Hold can help make any waiting feel more enjoyable and therefore shorter, and therefore positively impacting the perceived experience. Secondly, festive Music on Hold helps align your business with the holiday spirit, humanising your brand, creating an emotional connection between your business and your customers.
Finally, updating your Music on Hold for the holiday season and mixing in promotional messaging provides businesses with an excellent marketing opportunity to promote seasonal offers and in turn drive sales, especially if your business operates in a retail or B2C environment.
If you’re looking for more “pizzazz” with your Music on Hold by mixing in Seasonal and Promotional Messaging, then professionally recorded is the only way to go, unless of course you have a recording studio in house and the required editing skills and experience. If not, then we’ve got our pascom customers covered here as well, just hit the button below:
5. Update Voicemail with Seasonal Greetings
Voicemail is such a decisive tool. It’s like marmite, some love it and some hate it. In many industries where customers have a dedicated contact person, e.g. accountancy and real-estate, voicemail tools are still very popular and frequently used. That said, I am not a big fan of voicemail as there are other options which, in my opinion, offer better outcomes in terms of customer service and satisfaction - but that’s a topic for another post. That aside, if your business uses voicemail, updating your Voicemail Greetings is another touchpoint where you can customise your approach to delivering a memorable and engaging in-call experience.
The problem with voicemail is that no-one really likes being transferred to voicemail if they haven’t already had contact with the business. What is more, most people don’t believe that their voicemail message will really be listened to, let alone actioned upon, meaning most callers don’t even bother to leave a message. In fact, according to Forbes research, 80% of callers directed to voicemail DON’T leave a message and this presents a big problem for small businesses who don’t have the resources to answer every call.
But it’s not all doom and gloom - voicemail gives you 24/7 availability, So if your small medium-sized business relies on Voicemail, then you will need to seriously up your game over the holiday season and your greetings will have to be way more than pretty special to keep the customer engaged and motivated enough to even leave a message!
Once you’ve succeeded in getting customers to leave voicemail messages, then it’s time to back up your “promise” with almost immediate action. The longer you wait, the chances of that caller becoming a customer decrease dramatically.
Thankfully, powerful business phone system tools such as pascom’s voicemail to e-mail, in-app voicemail notifications and playbacks plus our new AI-driven automatic Voicemail Transcription are included as standard and can be invaluable in optimising and improving response times to streamline and make your customer service extra special.
Keep the season's greetings short and sweet, yet festive. Don't forget to mention New Year; otherwise they might seem a bit odd if a customer calls after Christmas. It is also imperative to include the date that you will be back at work and options if the enquiry is urgent - this helps manage customer expectations and also REMEMBER to change them again once you're back in the office.
As alluded to in the points 2 and 5 regarding seasonal prompts and Voicemail greetings, your pascom phone system includes a host of powerful AI tools in the form of pascom Intelligence, so why not let them take up the slack this Christmas?
AI Voice Prompts
Firstly, as mentioned above, the pascom AI voice prompts generator can be used to quickly generate and use professional voice prompts within your call queues. A good use case could be when you are receiving numerous calls and your existing prompts aren’t keeping customers informed accordingly, you can quickly swap out the prompt with the AI-generated prompt and keep your callers in the loop.
AI Voicemail and Call Recording Transcriptions
Secondly, automatic AI transcriptions are available for both pascom voicemail users and businesses that use call recordings. The major benefit here is that transcriptions are extremely useful when it comes to driving service and reducing response times by making messages and recordings text based and therefore readable. Not only are readable recordings and messages quicker to understand, they are also searchable.
The result, your response times and service standards will improve as users can simply read the transcriptions within the pascom apps instead of having to listen to the audio, you no longer have to play back the audio files to understand the content, a task that is time-consuming and not very effective, particularly for longer messages. Beyond this, finding and understanding the content again is much quicker and more efficient, as you only need to search for keywords and the pascom Apps will do the rest, eliminating the need to listen to countless audio files before finding the right one.
AI Voice Agents
While there is no substitute for human interaction and immediate service/responses, it is sadly not possible to answer 100% of calls around the clock. Using an AI-powered Voice Agent gives businesses a 24/7 telephone presence and allow businesses to handle every customer call without dropping the ball - crucial in today’s fast-paced, on-demand consumer culture in which customers expect immediate service.
Of course, having AI answer calls for you doesn’t actually do anything for customer service if there is no follow-up, so it is what happens under the hood and within your team that is important. Just like an “ordinary” call, AI answered calls create an entry within your team call histories, giving every member access to the information contained.
But that’s not all that the pascom Intelligence AI Agents do. Combining transcription technology with further AI tools, pascom AI agents can summarise the call, highlight keywords such as Customer Number or Call Reason, and even gauge the callers’ mood on hand from the tone of the speaker’s voice. This information is then included within the easily identifiable AI Agent call log, allowing you and your colleagues to react appropriately to the customer call almost instantly.
7. Connect with Customers via WhatsApp Business Messaging
As the world’s largest messaging platform, it is mostly a given that your customers are using WhatsApp and this presents an excellent opportunity to connect and engage with them at scale directly from your pascom business phone system - keeping all your conversations in one place whilst connecting with your customer base where they are.
From simple “Happy Holidays” template messages with your business hours to order confirmations and even free-form chat (once initiated by the customer), integrating WhatsApp Business Messaging into your pascom telephone system opens up a whole new communications channel and with it so many additional benefits for the holiday season.
The beauty of WhatsApp Business Messaging via pascom is that, compare to other social media messaging, you are not restricted to using a mobile phone number. This allows you to use a phone number from your pascom SIP trunk and with a bit of forward-thinking, you can connect individual numbers from your departments to WhatsApp Business Messaging, for example sales, customer service, and support etc. This allows you to route incoming messages directly to employees who can actually help the customer, as opposed to going around the houses. As a result, response times and time to resolution are shortened, improving your overall customer service with a chat.
pascom’s WhatsApp Business Messaging integration is currently in BETA and will be officially released in January 2026, but if you want to benefit from it now, simply contact our sales / support team who will activate the BETA feature for your pascom phone system.
8. Update All Your Customer Touchpoints
It is essential to update all the touchpoints where a customer may try to contact you or learn about your business.
Even though over 70% of customers expect to have phone contact at some point in the purchasing process, your business phone system, while central to how you communicate, is not your only communication channel. Therefore, it is equally important to update all your customer touchpoints. To help you out, we’ve compiled a list, although it is by no means definitive:
- Automatic Out-of-Office E-mail replies
- Google MyBusiness Listings
- Social Media Posts and About Sections
- WhatsApp Store Front (if applicable)
- Webpage ChatBots
- Social Media Messaging Auto-responders, i.e. Messenger
So if your business experiences a slow down over the Christmas period, then now is the ideal time to try and test pascom with our 30-day free trial.
Summary
If you have any queries about pascom phone system features and how to use leverage the most benefit this Holiday Season, then check out some more of our How To guides as well as our desktop client, mobile app and web client user guides listed in our documentation.
If you, your team, your colleagues, or customers could benefit from an effective all-in-one video and business collaboration solution, then we’re here to help. Just give us a call on +49 991 291691 0 and get started with our free cloud phone system edition.
Wishing you a very Merry Christmas and Happy New Year 2026!