Found these two articles about 800 numbers through Twitter and thought I`d pass `em on:
Get more from your 1 800 number.Use toll free number to track marketing.
And on that topic, has anyone tried using different 800 numbers for different departments? There`s not that many of us, but is it better to have one for ordering and one for support, or is it just fine to use one number and then route from there?
As a customer, I prefer to have my call answered by a person who can handle my request then and there. Short of hiring psychics, though, that`s rarely possible.
I don`t mind a single layer menu if your system has good hunting or call forwarding and can quickly get me to the person I want to reach. This is one of the things I love about working with or for a small company, because we can do things like that.
If you`re too big for that, or your call volumes are just so high that you need dedicated customer service staff, congratulations! :D There are much worse problems to have, especially with today`s economy. But please, don`t have your automated system ask me for information, and then have the human I finally reach have to ask me all over again. Either have the person or the computer do it, and then pass it along internally to whoever needs it.