JeffClevelandTN
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- Apr 1, 2021
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We have a new client with a single location that has been in business for 40+ years that has been using an 800 phone number. They are in the travel/tourism industry and have customers that are local, regional, and national. Therefore, in the past it was very important for them to provide a toll-free number. The 800# is being used on their GMB Page and found on the great majority of existing citation listings. I vaguely recalled for NAP reasons that using a local number is preferable over an 800 number, so I researched trying to find some type of case study or any type of authoritative article showing the benefits of a local phone number versus a toll-free number, or conversely the drawbacks of a toll-free number.
After spending about an hour searching and reading, I couldn't find anything really compelling or substantiated by facts. Pretty much everything out there says a local number is preferable over a toll-free or call center number, but with no real explanation as to why. It wanted to make sure I wasn't repeating the "Grandma's ham story".
If there is a benefit to using a local number, now would be the most ideal time for us to implement the change as we are preparing to perform a lot of NAP cleanup. However, I need to justify our plans to the owners (and ourselves) that there is a benefit. Google has this to say: Guidelines for representing your business on Google - Google My Business Help
I would very much appreciate the community's feedback, wisdom, and possible links to any real-world studies.
Thanks!
After spending about an hour searching and reading, I couldn't find anything really compelling or substantiated by facts. Pretty much everything out there says a local number is preferable over a toll-free or call center number, but with no real explanation as to why. It wanted to make sure I wasn't repeating the "Grandma's ham story".
If there is a benefit to using a local number, now would be the most ideal time for us to implement the change as we are preparing to perform a lot of NAP cleanup. However, I need to justify our plans to the owners (and ourselves) that there is a benefit. Google has this to say: Guidelines for representing your business on Google - Google My Business Help
- Use a local phone number instead of a central call center helpline number whenever possible.
I would very much appreciate the community's feedback, wisdom, and possible links to any real-world studies.
Thanks!