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Trusted Toll-Free with Text Improves Customer Service

August 20, 2020

Customers today are as diverse as the products they choose and the channels they use for purchasing and support. Keeping pace with those changes is exactly why customer service is evolving so rapidly. Take toll-free customer service platforms, for example, which were architected decades ago to streamline companies' support operations. Toll-free numbers (also referred to as 800 numbers, with variations including 888, 877, 866, etc.) offered free long-distance calling and was a real benefit for a customer in New York to call a Los Angeles-headquartered company without being charged.

Toll-free numbers are typically easier to remember, particularly vanity toll-free numbers such as 1-800-FLOWERS and 1-800-PLUMBER, which studies have found to have a 75 percent higher recall rate than randomly assigned toll-free numbers and a 57 percent higher recall rate than website URLs in advertisements. It's one reason so many realtors, lawyers, government agencies, and nonprofits prefer them and trust them to instill customer confidence and engagement.

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