Why it is better to use mobile numbers instead of Toll-free numbers for Customer Service?
Customer Care is something that every firm tries to focus upon and no firm wants clients who are not happy with their customer service. As a result, firms have a team of customer care executives, who either operate with a dedicated toll-free number or with a mobile number.
All things have their pros and cons and using either of these types of numbers also has. So, read on to know more about the features of DID numbers and toll-free numbers.
Some Pitfalls of Using Toll Free Numbers
While toll free numbers may look good or give a large company image there are some pitfalls that one needs to be wary of while opting for toll free numbers.
Connectivity issues
Intelligent Network (IN) service is used by toll-free numbers, which has its own pros and cons. This service may get affected in far-flung areas and calls may not get connected. It all depends on Operator and their routing. As a result, customers who live in these areas may not have reliable access to customer service.
If customers are not able to connect when they need help most, it is bound to leave them irate and dissatisfied.
Lack of International Connectivity
Toll Free numbers are only accessible from within India. People from overseas trying to connect to toll-free numbers will simply not work.
Toll-free numbers are more expensive
Although toll-free numbers do not cost a single Rupee to the customer, for the firm, it is an expensive proposition. The overall cost depends on the number of agents who will be receiving calls, an approximate number of minutes that will be needed, and other features that may be required.
In today’s day, all telecom operators give their subscribers the ability to make virtually unlimited calls, based on rentals. So there is no toll that occurs to your customer when they call your normal number? Why would you then spend money to get the same call?
Toll-free numbers are not portable
Toll Free numbers are operator specific and do not fall under number portability. In case a firm that uses toll-free numbers for Customer Service wants to switch to a different telecom operator, it will not be possible to migrate to that operator with the same number.
Your phone number is an integral part of your brand! Will you want this to be stuck with one vendor for perpetuity?
So what is the option?
Use a mobile DID. That is use any mobile number with the option of all call forwarding enabled to the DID number of your IVR or Call Center service provider such as Phonon. The mobile DID offers you following advantages :
You can choose a vanity number like Phonon has 9979 746666 (PHONON) or a mirror number like 70433 70433 or any other such easy to remember number.
These numbers are a part of basic (PLMN) based telephony services. Offering much better cross operator, cross location connectivity.
Mobile DIDs are portable under the Mobile Number Portability scheme. So your number is your brand and you can always move from one telecom operator to another in case of any service deterioration.
Most telecom operators today offer unlimited calling. So, accessing a mobile number for your customer is as toll-free (sic) as a toll-free number; and without any cost to you.
Mobile DIDs are cheaper to procure and maintain than toll free numbers.
To know more about DID mobile numbers and their features, get in touch with us at http://phonon.io.
Sign up for a demo today or reach out to our sales team at sales@phonon.io or Give us a call on (91) 997 974 6666
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