Customers Love Toll Free Phone Numbers
Of all the things a business could do to improve upon itself
, making use of a toll free phone number should be high on the priority list. From sales to support, there is no doubt that consumers prefer using these numbers when communicating with businesses.
A toll free phone number provides consumers a way to communicate with companies free of charge, regardless of the distance between them. About 40 years ago, the "800" prefix was created to allow customers to call companies free of charge, with the companies bearing the burden of any long distance tolls incurred. At the time long distance charges were much more expensive than today, as competition in the telecoms industry was non-existent. There were no long distance specials, no "free nights and weekends" promotions, and certainly no low-cost VoIP technologies. 800 numbers allowed businesses to market their products nationwide by televised advertising, radio advertising, and even printed media without worrying customers over a hefty phone bill should they decide to call up to order a product or service.
Studies show that 98% of all Americans aged 18 to 65 use toll free phone numbers, with 52% of them making more than 50 toll free calls a year. As of the year 2000, these numbers generated an astonishing $200 billion in annual sales of goods and services.
Over these short 40 years, 800 numbers have been registered at a rapid pace, with more than 8,000 being registered daily! According to SMS/800 weekly report, the current pool of numbers will be exhausted in July 2017. As a result of such popularity in usage, toll free phone numbers were expanded into the 866, 877, and 888 prefixes. Even with expansion into three more prefixes, numbers continue to be exhausted at an alarming rate. Even with the increase in Internet sales, the concept of an "800" number is so ubiquitous in the American market that going without one would be as ridiculous as going without a "dot com" domain name.
Even though long distance calls are cheaper these days than 40 years ago, 800 numbers still remain appealing. Given a choice between two companies offering the same product or service, consumers will most likely call the 800 number before a local number. Considering most consumers buy from the first company they call, it would be foolish for businesses to put themselves second for lack of a toll free number.
Although ordering products and services over the Web is rapidly gaining in popularity with consumers, many still will not place an online order unless the company appears professional and has genuine contact information. With a toll free phone number, consumers can make a quick call to verify the legitimacy of the business behind a web storefront, all free of charge.
Toll free numbers have a wide variety of uses other than receiving initial calls for placing orders. They are extremely important for pre-sales customer service and after-purchase support. Consumers can call and receive information on products through live customer service representatives or automated support systems (i.e., prompted "fax back" systems) prior to purchase. After-purchase technical support can be offered free of charge as well. Consumers appreciate 800 numbers in these cases and are more willing to wait on hold knowing they are not being charged for the call.
Toll free phone numbers give companies an extra boost in credibility and prestige, setting them apart from the competition. Consumers tend to trust companies who offer 800 numbers, as it shows they are willing to bear the cost of a phone call to make money. Even one-man companies, such as consultants or other professionals, can add credibility to their enterprise as consumers often assume toll free phone numbers are indicators of a large corporate presence.
Often times, consumers are disappointed after making a purchase when only the sales line is free and not the customer service line. These feelings of resentment are easily removed if a company makes all phone numbers, whether for new sales or after-sales support, free of charge.
Companies can dramatically cut down the amount of product returns they receive through the use of a toll free phone number as well, as offering free product support encourages customers to call in and resolve difficulties with a product specialist instead of returning products back to the retailer.
Toll free numbers add credibility and build consumer confidence. They increase sales and decrease returns. 800 numbers aid consumers before, during, and after a purchase is made and are therefore a source of consumer satisfaction.
by: Brandi Cummings
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