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Ecommerce Forum

    
1-800 numbers
necessary, or are normal numbers ok?
nquinn




msg:655890
 7:23 pm on Jan 9, 2004 (gmt 0)

In reading previous posts, it has been made very clear that having a phone number
on your ecommerce site can make a huge difference in gaining customer trust
and helping conversions.

However, I would like to know if it is worth going to a 1-800 number over a standard number?

Has anyone done testing to see what kind of difference it makes?

-Neil

 

Robino




msg:655891
 7:43 pm on Jan 9, 2004 (gmt 0)

If you want people to use the number it needs to be toll free.

RedWolf




msg:655892
 8:24 pm on Jan 9, 2004 (gmt 0)

The costs for an 800 number are minimal if you go with a service like Telcan. It costs me like $2/month and 6 cents a minute with 1/6 minute billing. Most calls are under three minutes and result in a sale from $30 to over $400. Over the holidays, almost all my orders over $200 had some form of phone contact. A customer is much more likely to call an 800 if they have a question, instead of just looking somewhere else. Also there is the "legitamcy" factor that a toll free number gives.

fivaxis




msg:655893
 11:51 pm on Jan 9, 2004 (gmt 0)

I used kall8 it's $2.00 a month and 7c a minute. You can set it up in 5 minutes and have the number ring to any phone# you want.

hannamyluv




msg:655894
 12:25 am on Jan 10, 2004 (gmt 0)

A phone number is crucial on a site but should it be toll free....

I think it depends.

Yes, it looks impressive, yes it can (depending on your volume) cost a fortune.

With rates as low as they are for consumers, you can probably get away with a non TF #.

I personally have a flat rate for long distance. It would make no difference to me if the # was toll free or not. Many people are now in this situation. Even if I wasn't on a one rate I would be on a $.05 or some similar charg a minute plan. Hardly noticible if I really wanted to phone in an order rather than do it online.

andy_boyd




msg:655895
 1:48 am on Jan 10, 2004 (gmt 0)

Toll Free numbers will bring in sales, whether they are extra sales or just people choosing to call for assurance is debatable.

I can assure you from my own experience that the presence of a toll free will definitely increase the number of calls you get, most callers will order and some will check their order status.

You can get 800 numbers quickly and easily online, and the rates are very good. I use is800, a service which has proved reliable and cost effective. Also, you can point your 800 number to any phone / mobile phone you have in realtime. If you're at home for the weekend but don't want to miss any sales, point to your home number. On holidays, point it to your mobile. Very worth while indeed.

Serchen




msg:655896
 8:14 pm on Jan 10, 2004 (gmt 0)

I think simply having the comfort of the telephone number on a site can lead to greater sales conversions for most ecommerce sites. If your selling services its quite possible people may test your response times before finally making a purchase. Many people believe that if sales support is weak then after sales is likely to be even weaker.

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