Toll free voice contact: are you ready for the challenge?

In one of our previous posts we pondered over the use and benefits of toll free numbers. Below we’d like to examine the most common issues and questions connected to this feature.

One key issue, which also proves the popularity and neediness of this feature, is increased call volume. Many GreenCaller users experience that their online stores get almost as many calls as they can handle. So before launching the toll free call option, one should build up a sound infrastructure including not only IT-characteristics, but also manpower.

Secondly, one should prepare that almost every second customer calling will ask trivial questions whose answers could easily be indicated on the website. Therefore, it is advisable to jot down the question of the customer and add it to the F.A.Q. with the relevant answer. After that, one can only hope that there will be no need to answer the same question again. To do our best in this matter, one should display the link to the F.A.Q. page on a prominent place of the landing page.

Smaller businesses often face the challenge of 24/7 availability, as well. A family-run enterprise cannot be accessible on the phone all day. However, a non-responding toll free number can be rather frustrating for the customer and can easily deteriorate the credibility of our business, so we should do our best to answer as many calls as possible.

It is also a common question where the GreenCaller button should be put on the website. All we can say in this matter is that it should be easily visible on the opening or landing page, as well.