What Is a Toll-Free Number and How Does it Work?

A toll-free phone number is a great way to receive customer service or support inquiries from across the country. It’s often referred to as an 800 number, and it can be used by virtually any company. 

But what really is a toll-free number? How does it work, and do you need one for your business?

In this blog post, we’ll break down the basics of what toll-free numbers are and how they function so that you can make an informed decision about whether investing in a toll-free phone number is right for you.

What is a Toll-Free Number?

A toll-free number is a phone number that begins with a specific code, usually 800, 888, 877, or 866, that allows callers to make calls free of charge. Toll-free numbers were first introduced in the 1960s, and today, they are an essential tool for any business that wants to ensure their customers can reach them easily. 

They are especially useful for customer service, sales, and support departments, as they allow customers to make inquiries without having to pay for the call. 

Toll-free numbers can also be called from mobile phones, making them an increasingly popular option for individuals who need to make long-distance calls. 

 Toll-free numbers, in general, are an invaluable resource for businesses that wish to provide excellent customer service and communication.

How Does a Toll-Free Number Work?

When someone dials a toll-free number, the call is routed through the telephone network to the Service Switch Point (SSP). The SSP recognizes the number as toll-free based on its three-digit code, usually starting with 800, and queries a centralized database to determine how to handle the call.

The owner of the toll-free number is responsible for paying the charges associated with incoming calls. This allows businesses to provide a free communication channel for their customers, regardless of whether the call originates locally or long-distance.

Toll-free numbers are often used by businesses to establish a professional and easily accessible point of contact for their customers. It gives customers the convenience of reaching out without incurring any calling charges.

The Benefits of Using a Toll-Free Number for Customer Service

A toll-free number can make a world of difference to your customers. Let’s explore the myriad of advantages that come with it.

Enhancing Customer Experience:

A toll-free number can significantly enhance the experience of your customers. Your customers can call you without incurring any cost, allowing them to get in touch with your business more often without hesitation. This helps to create a sense of accessibility and ease of communication between you and your customers, promoting customer loyalty and trust.

Better Customer Service:

Toll-free numbers can also improve your company’s customer service. By providing a dedicated phone line for customer service, you could potentially lessen the pressure on other departments. As a result, you can provide your customers with better and more effective support and assistance, increasing their satisfaction levels.

Increased Brand Credibility:

A toll-free number can significantly increase the credibility of your brand. Customers associate toll-free numbers with more established and reliable businesses. Therefore, having a toll-free number can establish a sense of trust in your company that you may not have been able to establish otherwise. It shows that your business is invested in the satisfaction of its customers enough to make it convenient for them to contact you.

Measurable Results:

Using a toll-free number can provide you with measurable results that can help you make informed business decisions. By tracking the calls that come in through your toll-free number, you can identify the most common concerns, such as product complaints, billing inquiries, etc. This way, you can identify areas that need improvement, which can help you craft a better strategy that meets the needs of your customers.

Wider Customer Outreach:

With a toll-free number, your company can reach potential customers from all over the world. This could widen your customer base with those who may not have been able to reach you before. It also provides your customers who live outside of your area code with a free way to call your business, irrespective of their location.

How to Purchase and Set up a Toll-Free Number?

Here are some necessary steps to consider when you purchase and set up your toll-free number.

Step 1: Choose a Provider

The first step in setting up your toll-free number is choosing a provider. Nowadays, there are numerous toll-free number providers available, making it essential to research and compare pricing packages, features, and customer reviews to choose the best fit for your business needs. 

Kaleyra stands out as one of the top CPaaS companies, providing exceptional solutions for toll-free numbers that go beyond expectations.

Step 2: Check for availability

Once you’ve decided on a provider, it’s time to check for number availability. Toll-free numbers come with different prefixes like 800, 888, 877, 866, and 855. You’ll need to check the availability of your preferred choice in prefixes. Often, providers offer an easy-to-use search tool to help you check for availability.

Step 3: Choose your number

After checking availability, it’s now time to pick up your toll-free number. Consider factors such as the length of the number, whether it’s memorable or brandable, and the ease of dialing. If you’re struggling for inspiration, there are resources like number suggestion tools that can help you pick the perfect number.

Step 4: Decide on call routing and forwarding

Once you’ve purchased your toll-free number, it’s time to decide on call routing and forwarding. There are various options to choose from, depending on your business needs. For instance, you might choose to have calls forwarded to your office phone number during business hours and to voicemail outside business hours. Alternatively, you might opt for call routing options for different departments.

Step 5: Set up your greetings and voicemail

The final step is to set up your greetings and voicemail. A welcoming and professional greeting can leave a lasting impression on your customers. Record a custom greeting that’s concise and informative while showcasing your brand’s personality, and end with an invitation to leave a message. Ensure that your voicemail message is up-to-date and mentions your response time.

Setting up a toll-free number for your business may seem intimidating at first. However, by following the steps outlined above, you can purchase and set up your toll-free number with ease and reduce the time spent on customer service queries. 

In Summary

Toll-free numbers are a great way to reach out to customers and build relationships with them. It provides businesses with an easy way to interact with their customers, from handling complaints to referring to their services. 

Additionally, toll-free numbers can help you increase customer loyalty, as it allows customers to feel like they have direct access to the company when they experience any issue. Toll-free numbers are a helpful tool in gaining customer trust and creating ongoing relationships. 

This form of service interaction reinforces the company’s commitment to serving its customers and providing exceptional customer service. With the ease of use and efficiency that toll-free numbers provide, it is no surprise that businesses have come to depend on these systems more than ever as a reliable form of communication with their customers.