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.
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.
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.
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: