Understanding Toll-Free Numbers and Their Benefits for B2C Communications

July 5, 2022

A toll-free number (or a freephone number) is a type of telephone number used by businesses, organisations, and governments to promote their brands and build trust with their customers or citizens.

Toll-free numbers are more flexible than traditional landline phones that can only be reached within the bounds of their respective regions or countries. And nowadays, these numbers are increasingly being used in businesses.

In this article, we will look at how toll-free numbers work and their benefits. So, let’s get started.

Why Should You Get a Toll-Free Number?

A toll-free number is a phone number you can call without being charged. In other words, the person you're calling pays for the call, not you. Mostly, businesses use toll-free numbers to provide customer service or sales support.

In addition to being free for the caller, toll-free numbers have a few other benefits. For example, they make it easy for people living outside your local area to reach you. That's because they don't need to know your local area code before dialling.

It's also convenient if your business operates 24 hours a day, since someone can always get through with a toll-free number. And when using a toll-free number, people won't be able to tell where you're located, which could be important for privacy reasons.

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How Do Toll-Free Numbers Work?

To understand how toll-free numbers work, it's important to first understand the Public Switched Telephone Network (PSTN). The PSTN is a global system of interconnected phone lines, switches, and other equipment that enables callers to connect with one another.

When you make a call from your home phone, the signal is routed through the PSTN to the called party's phone. Your cell phone doesn't use the PSTN - instead, calls are transmitted over cellular networks. In most cases, this means that you must pay for both sides of a conversation - even if you're on Wi-Fi or using data roaming when calling someone else on their cell phone.

For example, if you’re talking to a friend overseas and if they can’t be reached by landline, your carrier will usually charge you long-distance rates because they still need to go through the PSTN. A toll-free number can help solve this problem because they allow people in two different locations to reach each other without being charged any long-distance fees.

The Benefits of Having a Professional Toll-Free Number Service Provider

A professional toll-free number service provider can help your business in many ways.

  • They can provide you with a vanity number that will make your business more memorable to customers.
  • They can help you track your calls to better understand your customer base.
  • They can offer call forwarding services so that you never miss a call.
  • They offer customer support, so you can always be there for your customers.
  • They offer discounts on calls, which can save you money.

For example, if you have an 1800 number, a toll-free number service provider may give you two minutes per call instead of one minute. You’ll also get the same rates for local numbers if the rates are the same for 1800 numbers. These are just some of the benefits of partnering with a professional toll-free number service provider who can offer these different features and much more.

What Is in it for Your Business?

Toll-free number services are now available to everyone, offering several benefits for businesses of all sizes at affordable costs. Toll-free numbers make it easier for customers to contact you in case of an urgent issue or question. If your company operates in multiple countries, having a toll-free number makes it easier for overseas clients to reach you.

Customers nowadays are more demanding than ever before. They want the ease of an automated chatbot while expecting the efficiency, speed, and responsiveness that only humans can provide. This is where Knowlarity comes into the picture!

Knowlarity offers cloud-based solutions that seamlessly cater to every customer’s needs via a single automated platform. Its cloud contact centre solution comes with amazing IVR services that enable businesses to address every customer’s query with a multi-level menu for immediate and seamless interaction. Its call recording feature helps businesses record customer calls and analyse them to better understand the customer’s requirements. Their AI-enabled auto keyword analysis feature lets businesses search for specific calls for customer grievance remediation or training purposes. With Knowlarity, you also get an auto disconnect feature that helps you set specific call durations for incoming calls for better time and call management. Lastly, the call routing feature helps minimise customer waiting times by routing the calls to available agents.

Written By:  Manna Khare


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