Toll-free vs. local numbers.
Seems like a simple choice, right? But, sometimes the answer isn’t that obvious.
Toll-free numbers can give your business a national presence, making you accessible to customers everywhere. Local numbers? They build trust in specific regions, creating that hometown connection.
Toll-free is great for nationwide campaigns, offering a professional image. Local numbers provide valuable geographic insights, helping you target specific markets.
Each option has its perks, depending on your business strategy.
So, how do you choose the right one?
Let’s dive into the details.
What will you learn from this article:
- The fundamental differences between a toll-free vs local number
- their advantages and disadvantages
- how to acquire them
- how to choose the appropriate one for your business
Local Numbers: Definition & How Businesses Can Benefit from Them
Local numbers start with a specific number prefix that represents a region, city, or state depending on the country. This does not include toll-free numbers that start with 800, 888, or 900 and long-distance numbers.
The vast majority of phone numbers in use globally are local numbers. Most people have one and businesses too. They are the standard when it comes to phone numbers. Providers give them out freely to their customers and charge them the standard rates. They are cost-effective for businesses and easily available.
Local numbers, except for being the standard number for most people, can also offer some advantages to your business. Let’s talk about them.
Locals Will Love & Trust You
Local numbers are also suitable for targeting local customers and enhancing local marketing. Since both they and the business use a phone number that starts with the same prefix, it will be easier for them to remember it. Plus, it gives an aura of authenticity and trustworthiness, making the business seem more credible. Customers prefer known quantities. Numbers that start with foreign to them prefixes, could dissuade them. If you are running local service ads for example, then you can imagine why people would prefer calling a local number instead of an international one.
🔥 Already know everything about Local Service Ads but need some tips on optimizing? 👉 How to Optimize Google Local Service Ads for Maximum ROI
Can’t Go Far Enough
As the name suggests, local numbers are restricted to a specific geographic area. This can limit your ability to reach customers outside of your local market. Also, customers outside of your area may be hesitant to call a local number due to potential long-distance charges.
Except from providers, you can acquire a local number from your call tracking software too. If you don’t know what that is, check out our guide below. I highly recommend using call tracking, especially if your business relies on inbound phone calls. You will acquire valuable data and finally be able to know which marketing campaigns, online and offline, are the ones driving calls to you. Data is half the battle to winning the business game.
Call Tracking Definition
Call tracking refers to the technology that enables the monitoring and recording of inbound phone calls. It’s essentially a system that uncovers how callers discovered your business. By assigning unique phone numbers to different marketing channels, Marketers can pinpoint which ads, campaigns, or search keywords are generating calls. This data is critical because it shows you what’s working in your marketing strategy and what’s not.
💡 For the complete Call Tracking Guide, check out this step-by-step guide.
Getting a local number is as easy as stealing candy from a baby. Don’t do that by the way, I felt terrible afterward.
With Nimbata, all you have to do is log in, go to the Numbers section, and follow the on-screen steps. Piece of cake.
Toll Free Numbers: What Are They, Where to Get Them & How to Use Them
Toll-free numbers allow people to call a business, organization, or individual without any cost attributed to them. These kinds of numbers, begin with a three-digit prefix, such as 800, 888, 877, 866, 855, 844, or 833. The callers pay nothing and the cost is covered by the side receiving the call.
Let’s see now how toll-free numbers can benefit your business as well, along with the customers.
Customer Satisfaction
Giving free stuff to your customers is always appreciated. This can be products, services, gifts, or in this case, the ability to reach them via phone. Phone calls, although shirked by the younger generations, are still the preferable communication method for older ones. Typically, the ones with the money, so it’s always worth investing in creating a more customer-friendly experience for them. Combine toll-free numbers with well-crafted call flows and you will soon notice a change in customer satisfaction levels.
🔥 Wanna know how to build clever call flows and call routing?👉 Call Routing: The Definitive Guide for 2024
International Reach
Toll-free numbers allow businesses to expand their reach beyond geographical boundaries. Customers from anywhere in the country or even the world can contact a business without worrying about long-distance charges. Geography creates limitations, but with toll-free numbers you can tear them down.
Looks that Inspire
Toll-free numbers convey a sense of professionalism and credibility. They can help businesses appear larger and more established. First impressions matter and customers are hard to show trust. You have to earn it. Toll-free numbers show the world that you are not afraid to put your money where your mouth is.
Higher Costs
All is not rosy with toll-free numbers, though. While toll-free numbers can boost business, they come with a price tag. Businesses must pay for the service, as well as for incoming calls. So, make sure you have the budget available.
Potential for Abuse
Unfortunately, toll-free numbers can be misused for fraudulent purposes. Businesses need to implement measures to protect against scams and abuse. You are already paying to provide a service to your customers, you shouldn’t have to pay for scammers too.
How to Acquire a Toll-free Number
Acquiring a toll-free number is surprisingly straightforward. Most telecommunications providers offer them, providing a range of options from standard prefixes to memorable vanity numbers. When choosing a provider, consider factors like pricing, available features, and customer support quality.
If you’re using a call tracking platform (which I highly recommend), buying a toll-free number is often even simpler. Platforms like Nimbata allow you to select a toll-free number directly within their system. Just choose your country, desired prefix, and specific number. While some countries have additional regulatory steps, the process is generally quick and easy. Each call tracking platform provides toll-free numbers for different countries, so you would have to check that before signing up with one. Nimbata for example can give you numbers from Brazil, Canada, Croatia, Denmark, Greece, Ireland, Italy, Luxembourg, Mexico, Slovenia, Spain, United Kingdom, and the USA.
🔥 Looking for the best call tracking platform? 👉 10 Best Call Tracking Software – Pros, Cons and Pricing [2024]
👀 What’s next?
After you have picked your number, create a call flow using your call tracking software’s system. Design it with the rules and steps you want to and then assign it to your call tracking number.
While you can opt for a straightforward setup with just a basic dial function, there’s a lot more you can do to elevate the caller experience. Consider adding a professional greeting message to welcome your callers and set the tone right from the start. You might also include agent whispers, which provide your team with key information before they answer the call, helping them deliver a more personalized experience.
One of the most impactful features you can incorporate is keypad entry or IVR (Interactive Voice Response). This allows callers to navigate through different options to quickly reach the right department or service. Additionally, you can implement multiple call routing strategies, such as weighted call routing, where calls are distributed based on agent availability or expertise, or round-robin routing to ensure that all team members share the workload equally. These options help ensure that calls are handled efficiently and no potential customer is left waiting too long.
For times when your office is closed, setting up a friendly and informative voicemail is crucial. This reassures callers that their inquiries are important and will be addressed promptly when you’re back in the office. These features combined create a seamless and professional experience for your callers, increasing the chances of turning inquiries into loyal customers.
Toll-free vs Local Number: What Should You Consider Before Making a Choice?
Now that you know the differences between a toll-free vs local number, I will give you some tips on how to choose which one fits best your business.
The decision hinges on brand image, customer experience, and overall business strategy. You need to align your choice with these if you don’t want to waste time and money.
| Parameter | Toll-free Number | Local Number |
|---|---|---|
| Use Cases | Best for nationwide campaigns and customer service hotlines | Great for local businesses, regional campaigns |
| Customer Perception | National presence; may appear more professional | Local presence; builds trust in specific regions |
| Cost for Callers | Typically free for the caller | Caller may incur local call charges |
| Cost for Businesses | Usually higher | Typically low |
| Caller Trust | May be perceived as impersonal or distant | Often seen as more trustworthy by local customers |
| Image | Better for larger, more established businesses | Better for connecting with community |
| Accessibility | Convenient for long distances | Some customers prefer to support local businesses and may appreciate a local number. |
| Marketing Flexibility | Can be used across multiple regions without changing numbers | Tied to specific geographic locations |
Track Your Marketing with Call Tracking Numbers
Call Tracking numbers are a cornerstone of call tracking, providing businesses with invaluable insights into incoming calls. Let’s explore their key applications:
Unlocking Offline Marketing Performance
By assigning unique numbers to different offline marketing initiatives, businesses can pinpoint the exact source of incoming calls. Whether it’s a print ad, radio spot, or television commercial, these numbers act as direct links to campaign effectiveness.
Deep Dive into Call Analytics
Each call made to a call tracking number offers a wealth of data, including caller information, call duration, time, and location. Analyzing this information unveils customer behavior patterns and the overall impact of marketing efforts.
Call Recording and Quality Assurance
Many call tracking systems capture call recordings, enabling businesses to assess customer service quality, extract valuable training materials, and ensure regulatory compliance.
Precision Targeting with Dynamic Number Insertion (DNI)
In the digital realm, DNI dynamically displays different numbers to website visitors based on their referral source. This empowers businesses to accurately attribute online marketing efforts to incoming calls.
CRM Integration and Enrichment
Integrating call tracking with CRM systems creates a holistic view of customers. Call data enriches customer profiles, facilitates contact updates, and streamlines CRM management.
Measuring ROI and Optimizing Campaigns
By correlating calls with specific marketing activities, businesses can calculate return on investment (ROI) and make data-driven decisions about budget allocation and campaign prioritization.
Elevating Customer Experience
Efficient call routing, reduced wait times, and improved service delivery are direct benefits of toll-free number tracking, ultimately enhancing overall customer satisfaction.
Conclusion
Choosing between a toll-free vs local number is a decision that can impact your business. Local numbers offer a sense of proximity and trust, making them ideal for businesses targeting a specific geographic area. On the other hand, toll-free numbers project a professional image and provide nationwide accessibility, making them suitable for businesses with a broader customer base.
When all is said and done, the best choice depends on your business size, target audience, budget, desired image, and geographic location. Carefully consider these factors and weigh the pros and cons of each option to determine which one best fits your business.
I hope that this guide has helped you understand the nuances of local and toll-free numbers and thus you can make an informed decision that enhances your brand image, improves customer experience, and drives business growth.
