9 Ways a Toll-Free Number Can Improve the Customer Care Experience for Your Business

Having a satisfying customer care toll-free number is crucial for any business. Customer experience plays a significant role in shaping a brand’s reputation. Merely offering a good product or service is no longer sufficient. To succeed, you must build a loyal customer base. Customers remain loyal to companies and brands that provide excellent customer care. They appreciate being listened to and having their issues addressed. Nowadays, customer loyalty is a direct result of a positive customer experience. Research shows that investing in CX initiatives can lead to a potential revenue increase within 36 months.

In this blog post, we will explore how a toll-free number for your business can be a game-changer in improving customer care and overall customer experience. So, if you are wondering, “What is a customer care number?” or looking to enhance the number of customer care services you provide, keep reading to find out more.

9 Ways a Toll-Free Number Improves the Customer Experience

1. 24/7 support for customers  

Having an excellent customer care number is crucial for providing a top-notch customer care experience. One effective way to achieve this is by having a toll-free number, such as a 1800 number, for your business. This allows customers to connect with you easily whenever they need support for your products and services, without incurring any cost. When customers know they can get 24/7 support from your toll-free number, it instills confidence in them, encouraging them to buy from you.

2. Cost-free customer care

If your customers have to incur any cost to contact your business, you have a problem to fix — finding a way to make it free for your customers to contact you. A toll-free number does this job best. 

The fact that it is cost-free for customers to reach out to your business through the toll-free number is a huge relief for them.

3. Faster resolution of customer queries

A toll-free number with Interactive Voice Response (IVR) integration acts as a virtual receptionist, ensuring faster resolution of customer queries. Customers can select the desired extension from the IVR  menu, which helps route their calls to the right agent in the appropriate department promptly.

For example, pressing 1 on the IVR menu connects them to support, while pressing 2 connects them to sales. This mapping of departments on a toll-free number ensures seamless customer care and a smooth experience for your valued customers.

You can learn more about configuring your IVR by visiting our support documentation.

So, if you are thinking of providing a good customer care number, consider implementing a toll-free customer care number. It will not only make your customers happy but also boost your business’s reputation and credibility. 

4. Single point of contact for customers

Having an excellent customer care number in the form of a toll-free support line can greatly enhance the customer care experience for your clients. The best part of a toll-free number lies in its ability to accommodate a number of customer care departments and support agents as per your business requirements. With a toll-free number, you can easily map multiple departments, including sales, support, and HR, along with their respective team members. This means that every customer and prospect can reach out to your business by calling a single number, regardless of the nature of their issue. Gone are the days of dialing different numbers to connect with various departments or agents. 

The convenience of a toll-free number ensures that your customers can have all their concerns addressed with just one call. This streamlined approach saves them time and effort while demonstrating your commitment to providing top-notch customer care and support. 

5. Providing a preferred mode of customer contact

When it comes to communication and connecting with brands, different people have different preferences. There is no concept of a one-size-fits-all medium. Some customers prefer to communicate on live chat; some prefer to drop an email or a message on social media, while others like to pick up the phone and dial your contact number. Many might even opt for you to share a PDF support guide on your support platform that enables them to solve their issue by themselves!

 By giving your customers the choice to connect with your business using different modes of communication, you allow them to choose their preferred contact mode, making your customer support system more satisfactory and convenient. Using your toll-free number, customers who prefer calling over other channels can conveniently connect with you whenever they need to.

6. A unique, personalized experience

Integrating a toll-free number with your CRM software and other tools is a smart move that can greatly enhance the customer care experience. This integration allows support agents to access comprehensive customer information, call logs, and account status, all in one place. When support agents receive calls from repeat customers, they can see the customer’s profile beforehand, enabling them to provide a personalized experience. This means they don’t have to ask redundant questions, saving both the customer’s time and their own.

For example, your CRM can display the customer's name, recent purchase history, and past support tickets right when the call connects. Learn more about MyOperator CRM integrations.

With CRM integration, a well-implemented toll-free number enables your business to deliver a unique customer care experience that is convenient, fast, and instant, while still maintaining a human touch. This level of personalized service leaves customers feeling valued and satisfied, fostering loyalty and trust in your brand. In case you are seeking to provide an excellent customer care number, consider integrating a toll-free customer support system with your existing CRM and tools. 

7. Human interaction 

Human interaction is one of the most valued aspects of delivering a superior customer experience. While technology can be an enabler for providing a great customer experience, it’s the people working behind the technology who get the job done and ensure customer care.

In an era when companies see online support as a way to shield themselves from “costly” interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.

— Kristin Smaby, Being Human is Good Business

 A toll-free number provides a way for your customers to connect and interact with your “support agents” instantly — “the human element” of your customer care and experience. Such a “human touch” aspect is always appreciated and loved by the customers.

8. Better recall

Customers find it easy to remember and recall toll-free numbers that start with 1800. Consider a vanity number like 1800-FLOWERS, which significantly boosts brand recall. Also, customers know very well that when they dial an 1800 toll-free number, they will not be charged, and they regard your business as more trustworthy in comparison to others.

This higher recall, coupled with the trust factor, enables them to connect with your business more frequently and quickly, further improving their satisfaction level. 

9. A medium of self-service

In a consumer survey by Nuance Enterprise, 75% of respondents said that self-service is a convenient way to address customer issues. That makes self-service a vital aspect of customer care and overall customer experience. Integrated IVR toll-free numbers not only help customers get faster resolution of their queries but also act as a medium of self-service. 

For example, banks use a combination of a toll-free number and IVR  to let their customers check account-related information and bank balance from their registered mobile numbers. E-commerce companies use toll-free and IVR  to allow customers to confirm their orders on check the status of their pending orders.

You can set up a similar system for your business. For a step-by-step guide, see our documentation on setting up IVR self-service.

With a toll-free number, you can integrate an IVR menu that suits your business needs and put the power of self-service right in the phone of your customers. 

Toll-Free vs. Local vs. Mobile Numbers: A Comparison

Take Charge of Your Customer Experience

Having a toll-free customer support number can significantly improve the overall experience and satisfaction for your customers. When you provide easy access through a toll-free number, it shows that you value their convenience and are committed to serving them better. When customers can reach you without incurring any cost, it becomes a win-win situation. They feel valued, and you get an opportunity to build strong customer relationships. 

This, in turn, can lead to customer loyalty and repeat business. Satisfied customers tend to spread positive word-of-mouth and leave good reviews, which can attract a large number of new customers to your business. So, if you haven’t already implemented a toll-free number as a customer care number, it’s time to take action and get started today. Embracing a toll-free number is a smart move that can contribute to providing good customer care and growing your business in the long run. 

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