It started in 1967 as a novelty. AT&T’s “toll free number” was an easy way for businesses to connect with customers, and customers quickly got on board. 1-800 became the must-have service tool for companies. Call volumes soared, and the number of call centers exploded.
Fast forward to 2007. Phones got smart, customers went mobile, and the way everyone has conversations changed for good.
1-800 Toll free number meets a new connected, mobile world.
Out of the world’s estimated 7 billion people, 6 billion have access to mobile phones.1 And how people use their phones has changed dramatically. Voice conversations are no longer the primary way that people communicate — messaging is (Toll free number). In fact, Americans text twice as much as they call, on average,2 with 97% of them mobile texting. At least once a day.3 And 18.7 billion texts are sent every day.4
Today’s ultra-connected customers have changed the way they communicate with brands, too. So They want to connect with companies on their terms, in the channel of their choice. And they certainly don’t have the patience to call a 1-800 number to talk, or put on hold, anymore.
Say goodbye to “hold, please” and hello to intelligent service.
What if you could transform your 1-800 toll free number the same way consumers have transformed their phones, from devices for voice calls to one for mostly messaging? Now you can. With Salesforce LiveMessage, you can turn on live two-way messaging directly through your existing 1-800 toll free number.
If your company is like most others trying to deliver effective omnichannel service. Messaging is the critical missing piece of the equation. Sure, plenty of companies claim to offer two-way messaging. But this is really just sending one-way notifications that customers can respond to with only “yes” or “no.”
But with LiveMessage, your customers can actually have true, instant live messaging. Hence they can initiate a service conversation by messaging your 1-800 toll free number, and you can empower your agents to message back — and continue on the same messaging channel until the case is resolved.
Why LiveMessage is your next business game changer.
We message our friends and family 90% of the time, so why should we still expect customers to call a voice-only 1-800 toll free number 90% of the time? We shouldn’t, and here’s why:
- More meaningful conversations — With messaging, agents can have instant, 1-to-1 conversations with customers, while using the language they use every day, even emojis (toll free number). Hence with 92% of consumers using emoji’s,5 it opens up a whole new way to forge deeper connections.
- Immediate access — Today’s consumers aren’t used to waiting. In fact, online consumers have been shown to wait no more than 76 seconds before they leave a site.6 With messaging, they can initiate a conversation whenever and wherever they need to.
- Higher productivity — Customer service agents can handle up to seven messaging conversations. At the same time it takes to handle one phone call, so your team can handle more cases, without adding more agents.
- Lower costs — The bottom line? You can reduce voice call volume by up to 30% with messaging, with an average 75% cost reduction over voice (toll free number).