Make customer interaction easy with Toll-free numbers
Most people identify toll-free numbers as those which did not cost customers a dime to reach businesses. Over the years this has evolved and this voice-based communication is more than just a number now. It has evolved to grow and establish itself as a multichannel communication platform. It plays an important role in customer interaction, branding, marketing, etc.
So, the normal toll-free number now has become a medium for customer engagement. Read on to know how and why businesses continue to use these toll-free numbers. If you haven’t got one already for your business, it’s time you get one.
What is a toll-free number?
A toll-free number, also known as a freephone number, is a telephone number that users can call for free. The business pays for the incoming calls, and customers do not incur any cost. This makes toll-free numbers an excellent channel for customer communication.
How can toll-free numbers benefit my business?
Toll-free numbers help improve the brand experience because the recognizable numbers build trust. Moreover, they are a cost-effective option for businesses with affordable subscription plans offered by service providers.
Let’s see how you can take advantage of toll-free numbers for businesses across various departments.
Marketing Strategy
Toll-free numbers are mostly used for marketing purposes since it’s easier to engage customers and make it easier for them to connect. Businesses in some countries also purchase fancy vanity numbers that can spell special words and make their brands more memorable.
Customer Support
Though most people prefer online chat than making a call for query resolution, when it’s urgent-people still would prefer talking to a live agent than a bot to resolve queries. A toll-free number makes it easy for customers to contact the support team. It’s important that businesses must display their toll-free numbers for customer support on websites making it easier to contact them. It also says that you as a business are always available for your customer when and if they need you.
Call Routing
Toll-free number providers like Kaleyra have smart routing options when a business chooses their services. This ensures that call is connected to the next available agent automatically and calls can be routed to any preferred location of the business. This also allows agents to work remotely and still be available to answer customer’s queries.
Portability
To be available to customers at all times is the basic expectation from any business. Toll-free numbers act as a brand identity as mentioned earlier, hence it’s necessary to keep it active for as long as business requires. If you are unhappy with the provider, businesses should be able to port the same toll-free number which is now part of their brand, such that customers do not have to face any issues. Kaleyra helps you retain your current toll-free number and ensures smooth portability without any hassles.
Business identity
Having a toll-free number for your business helps shape your business identity by making your customer feel that you are available. It can create a lasting impression on the customer and thus benefit in the long term.
Live Monitoring
Cloud telephony providers like Kaleyra offer live monitoring, real-time reports and detailed analytics which helps businesses understand how the call center is performing. They can see which agents are online, call volume can even listen to live conversations, call recording helps them listen to the customer-agent conversation at their preferred time and use the same for training, quality improvement.
Easy to remember
Toll-free numbers are very easy to remember. Most toll-free numbers have the same initial four number which is the ‘1800’ series. This is followed by three digits provided by the operator which are pretty common too. So only the last four digits are what the customers must remember. This makes toll-free numbers the preferred choice for customers.
Campaign management
Cloud telephony providers like Kaleyra who offer toll-free numbers have a user-friendly dashboard which makes it easy for businesses to run campaigns. They can also track the success rate of campaigns by checking the response rate and get details on the location, customer’s preferred time for contact, lesser spam since numbers are quarantined and quality tested.
How do toll-free numbers work?
When someone dials a toll-free number, it is routed through the Public Switched Telephone Network (PSTN) to the provider’s database in order to connect the call. Once connected, calls can then be routed in two ways: either directly to a designated phone line or via an automated menu system (i.e., IVR).
In both cases, the provider charges their customer for providing this service based on monthly usage fees or pay-per-call costs, depending on their subscription package.
When using an IVR system, users will usually need to enter information such as language preference or credit card data before reaching a live operator or automated voice messaging system – if provided by the company hosting its own communications platform for their customers’ use.
On occasion providers may also provide these services alongside one another; for instance, offering both direct routing capabilities and automated menu systems simultaneously so that customers can access different tiers of support faster depending on their needs at that time.
What are the different types of toll-free numbers available?
Toll-free numbers also come in seven different formats – 800, 888, 877, 866, 844, 855, and 833. There are no differences between each format other than appearance, none of them cost any more or are any more difficult to acquire or operate than the others. These formats can be compared to web domains; there are no differences between .net, .org, or country codes – they technically all work the same.
Choosing your toll-free number format comes down to your business requirements and the new market you’re looking to target. Certain companies might find certain formats more recognizable – choosing this number will help you build trust and loyalty with your new audience.
Many businesses also base their entire brand around these numbers, such as 1-800-FLOWERS or 1-800-CONTACTS. You must decide how central your new toll-free number will be to your business and how each format could help you serve your customers and represent your brand.
Can an existing phone number be used as a toll-free number?
Unfortunately, an existing phone number cannot be used as a toll-free number. Toll-free numbers are distinct and separate from regular phone numbers. They require a special prefix (800, 888, 877, 866, 844, 855, or 833) that identifies them as toll-free to the callers.
However, it’s possible to transfer your existing phone number to a new service provider that offers toll-free numbers. This way, you can keep your current number while also enjoying the benefits of a toll-free line.
Things to remember while choosing a Toll-free number provider
There will be many questions in the mind of businesses while choosing a toll-free number. Check the following before you choose a provider:
- Number of minutes you will use and receive on a monthly basis
- Number of incoming minutes
- Blocking option for incoming numbers
- Good inventory of numbers such that they are catchy and easy to remember
- Pricing, customer support, types of packages, flexibility in packages, etc.,
- Check for online reviews of how the provider functions, take demos, sign up for free trials to know the product firsthand
Toll-free numbers chosen must simplify the functioning of business along with creating new and improved business opportunities. It should drive better customer engagement and improve customer retention as well as customer satisfaction rates.
Contact Kaleyra’s sales team today to know more about our toll-free numbers for businesses. Drop an email on sales@kaleyra.com or talk to one of our sales experts.
