Toll-Free Texting: The Ultimate Guide For 2024! 

Introduction 

42 million. That’s the total number of toll-free numbers in and around the USA! That’s a 40% jump over the past decade! 

With so much technical advancement happening around us, toll-free numbers have stood the test of time and have operated in their original form. However, evolution in technology has opened fresh avenues for the usage of toll-free numbers. Businesses have realized that they can use their toll-free numbers for much more than just calling. How? 

Toll-free texting. 

This new-found capability with toll-free numbers is quickly gaining popularity, thanks to the benefits it offers and the use cases it serves. Are you excited to find out what you can achieve with toll-free texting? Keep reading! 

What Is Toll-Free Texting? 

Toll-free text messaging is a type of texting that allows you to send and receive text messages using toll-free numbers. Toll-free numbers are 10-digit numbers that start with 3-digit prefixes Earlier toll-free numbers were only used for calling, but recent developments in communications have showcased texting as an extended form of communication for toll-free users, in addition to calling.

Toll-free texting is a way for you to accelerate your outreach efforts, improve click-through rates, build customer trust, reduce spam risk, generate more revenue, and streamline sales and support. 

Before we move any further, here are some core features of toll-free texting: 

To be able to start with toll-free texting, you need to either get your existing toll-free number text-enabled or buy a new toll-free number and get it verified.

Curious about how toll-free messaging works? Keep reading to find out! 

How Does Toll-Free Texting Work? 

Toll-free text messaging is just like normal messaging. The only difference is that it is done through a toll-free number. You don’t need any fancy setup to be able to text from your toll-free number. You need to sign up with a texting service provider like Emitrr that will text-enable your toll-free number. 

Once your toll-free number is text-enabled, you can start text messaging from anywhere. You can engage your customers in meaningful conversations just using your toll-free numbers. You will be texting from your cell phone, with the text-enabled toll free number but the messages will be routed by your service provider (Emitrr). 

With toll-free texting, nothing changes for your customers. They’ll send and receive messages as usual. 

But how does toll-free texting differ from its counterparts; ie 10DLC and short code texting? Check out the key differences below! 

Toll-Free vs Short Code vs 10DLC Texting 

Top 8 Use Cases Of Toll-Free Texting + Downloadable Templates 

Now that you have garnered a foundational understanding of toll-free text messaging, it is time to familiarize yourself with the type of messages you can send with toll-free numbers. 

Transactional messages 

You can utilize toll-free text messaging to send messages with transactional intent such as delivery notifications, purchase confirmations, and other automated notifications to keep your customers informed. Here are some examples: 

Hey {{firstName}}, Your Package has been Delivered ! Thank you for using <business name> as your shipping partner.

Hello {{firstName}}, This is <business name> we had attempted delivery yesterday for your medication. Please text or call us back at this number to schedule your free delivery again. Thank you!

Your order from [Restaurant Name] has been successfully delivered to your address. We hope you enjoy your meal! If you have any feedback, please let us know. Thanks for choosing us!

Hi [Customer Name], thank you for your order #[Order Number]! We’re processing it now and will notify you once it’s on its way. – [Your Company]

Promotional messages

Toll-free text messaging can be used to send all kinds of marketing messages to your customers. Right from limited time deals to special coupons, from new product announcements to seasonal promotions; you can send all exciting promotions through your text-enabled toll-free number. Here are some examples: 

Hi {{firstName}} – This is <business name>, here. Don’t miss out on our annual service Discount. Here is a $50 OFF COUPON (Expires this month). Let’s get you scheduled asap. Do you prefer an AM or PM appointment?

Hi {{firstName}}! This is <business name>, sending you the biggest birthday wishes! We hope your day is filled with love, laughter, and everything that makes you happy. Happy birthday!  

Good news, {{firstName}}! Your dental discount plan has been verified and you’re entitled to a 25% discount on our fees. We look forward to hearing back from you. Wishing you a wonderful rest of your day. Thank you kindly.

SMS Alerts 

Sending a text message alert or important notification to your customer will never be a hassle if you use toll-free texting. With the ability to reach out to your customers any time, you can easily communicate crucial information in a timely manner. For example: 

Hi team, due to heavy rainfall, 55th Cross will be closed. Please take an alternate route.

Dear Passenger, your flight [Flight No.] on [Date] has been delayed. New departure time: [Time]. We apologize for any inconvenience.

Hi [CustomerName], just wanted to inform you that we will be closed today owing to the weather conditions.

Reminders  

With the help of a text-enabled toll free number, you can send SMS reminders to your customers. Whether it’s an appointment reminder or a payment reminder; you can send out messages either immediately or schedule them for a later date. Here are some examples of reminders: 

Hello [Customer Name]! Just a quick reminder that your appointment at [Business Name]  is scheduled in 1 hour at [Time]. See you soon!. Thank you!

Hi [Client’s Name], this is [Your Name] from [Real Estate Company]. Just a friendly reminder about your property viewing appointment tomorrow at [Appointment Time]. We’re excited to show you some fantastic properties. If you have any questions or need to reschedule, please reply to this message. See you soon!

Verification texts 

Toll-free texting also allows you to send verification messages to your customers. These messages could be password confirmations, 2FA codes, or OTP alerts. Here are some examples: 

Dear user, 4465 is the One Time Verification code for signing into the ABC app. Please do not share the code with anyone. Valid for 10 minutes. 

Dear user, you have successfully changed your password! Please visit this link to login to your account <link>. 

Survey messages

If you wish to send a survey to your customers, you need not call them or send emails because you will end up losing a lot of time sending those messages, and will not even get the desired traction. Use toll-free texting for sending survey texts to your customers. Here are some examples: 

Hi [CustomerName], we value your opinion! Please take a few minutes to complete our survey and help us serve you better. As a thank you, you’ll receive [Incentive]. Start here: <add survey link>. 

Hi [CustomerName], thanks for choosing [CompanyName]! We’d love to hear your feedback on your recent experience with us. Please fill out this two-minute survey <add survey link> . Thank you! 

Customer support texts  

Text messages are the best way to assist your customers whenever they require assistance. Not only does this build a sense of trust with the customer but also allows you to solve your queries in real-time. Utilize toll-free texting to send messages related to customer support. For example: 

Hi {{firstName}}, We deeply apologize for the delay in processing your refund, and we genuinely understand the inconvenience and frustration this has caused. Please know that we sincerely regret any disruption this may have brought to your experience.

Thank you for reaching out to {Business Name}. If you need assistance with a support issue, please text or call XXX-XXX-XXXX for immediate assistance. Thank you for being a valued member of our {Business name} community. Best regards, {Business Name}. 

Hi {{firstName}}, Our system is encountering some issues at the moment. Give us a moment to look into this and we will make sure you’ll get taken care of. Thank you for your understanding. Sincerely, Customer Service, {Business name}. 

Check out more customer service texting templates here. 

Feedback SMS

Want to get your clients’ valuable feedback? Use toll-free text messaging for the same. When you send feedback requests to your customers via text, their chances of responding to those requests are higher than when you use phone or email to request reviews. Here are some examples of SMS review requests: 

Thanks for choosing {Business name}. We pride ourselves on customer service and it’s your feedback that makes it possible! We’ll send you a $15 Amazon gift card if you take a minute to leave us a review on Google. Just click the link below or search “”{Business name}”” on Google and leave a review there.  {Review Link}  Thank you, {Business name}. 

We highly value your opinion and want to improve our services to better meet your needs. We kindly request that you take a few minutes to fill out our survey form, which can be found at {website}. Your feedback is important to us, and we appreciate your time in helping us better serve you. Thank you for your cooperation. Sincerely, {Business name}. 

Benefits Of Toll-Free Texting

Toll-free texting is a means for you to reach out to your customers conveniently, send out messages quickly, promote your product or service seamlessly, and build a strong brand image. Let’s look at some key benefits of using toll-free numbers for text messaging. 

Text from one single number 

Usually, you would have one number for calling and one number for texting your customers. But when you text-enable your toll-free number, you need not have separate numbers for calling and texting; you can simply use that one toll-free number for both.  

Engage in two-way conversations 

When you text-enable your toll-free number, it becomes a regular contact number with which you can engage in one-on-one conversations with your customers. From sending them reminders to asking for reviews, from answering queries to sharing marketing messages; you can nail two-way messaging with toll-free numbers. 

Build customer trust and improve brand image 

Having two different numbers for calling and texting has its own set of challenges. Firstly, your customers need to be familiar with your number for texting, because if they’re not, they might mark you as spam. If you get your toll-free number text enabled, that’s a number that your customers are familiar with. Sending messages from that very number will not only reflect professionalism from your end but will also strengthen your brand image. 

Get it up and running in minutes 

Toll-free texting is not something that would keep you hanging for days to come. The benefit here is that you just need to buy your number and send it for verification. Once you send it for verification, the process will take 7-10 business days. In the meantime, you can start texting your customers. 

Better deliverability

If you wish to send mass text messages to your customers, then toll-free texting is a great option as it has a great throughput. With toll-free texting, you can send up to 25 messages per second. This means you can message 10,000 contacts in under 7 minutes. Doing the same with a local number would take you close to three hours. Since toll-free numbers are an approved channel for business text messages, they also offer better deliverability. 

How To Get A Toll-Free Number? 

Did toll-free texting pique your interest? Here are some easy steps you can follow to get a toll-free number and kickstart toll-free texting. 

Step 1: Sign up for a texting service 

Firstly, you need to sign up with a text messaging service like Emitrr. The texting service will help you get started with toll-free texting. 

Step 2: Choose from a range of toll-free numbers available 

If you have an existing toll-free number, you can ask your texting service provider to get the number text-enabled. If you don’t have a toll-free number, then you can choose a number from a range of options available. You can even get a custom number from a third party and get it text-enabled. 

Step 3: Reach out to the support team to fill out the toll-free verification form 

Once you’ve chosen your preferred toll-free number, you now need to get the number verified, as carriers require it. You need to fill out a form with your business details and explain how you plan to use the toll-free number. Your service provider should be able to help you with the same. 

Step 4: Wait for the number to get verified  

The verification process can take anywhere from 7-10 business days. 

Step 5: Start texting 

Once your number is verified, you can enjoy the benefits of toll-free texting like high throughput and convenient two-way communication. 

Best Practices For Toll-Free Text Messaging

Got your toll-free number? Now here are some best practices that you must keep in mind before kickstarting toll-free texting: 

Get consent 

Always get the expressed written consent of your customers before sending them any marketing messages. As per the TCPA SMS Compliance, you must always take the written consent of your customers by asking them to opt-in to receive marketing messages. Any failure to do that can lead to a mountain of penalties. 

Personalize your message 

If you wish to make the most of toll-free text messaging, then two-way communication is the key. Make sure to personalize each message that you plan to send out to your customers. With a toll-free texting service like Emitrr, you can send personalized messages on a scale and automatically follow up with your customers using drip campaigns. 

Provide a clear opt-out option 

Whenever you send marketing messages to your customers with your toll-free number, always make sure to give a clear option to opt out of the messages. You can simply add ‘Reply STOP to opt-out’. This will ensure compliance and will also save you the effort of sending messages to the wrong audience. 

Respect timing 

Always make sure to send messages keeping the timings and frequency in mind. The standard time for sending messages is between 8 am and 9 pm in the US. Sending messages at odd times will invite angry complaints and might mark your number as spam. Always honor the timing and frequency of sending messages to your customers. 

Legal Requirements For Toll-Free Texting

In addition to the aforementioned best practices, there are certain legal requirements that you must keep in mind to ensure seamless toll-free texting. 

Approved use cases 

Only utilize toll-free messaging for approved use cases. The graphic below explains the kinds of messages you can and cannot send. 

Verification is mandatory

As of 31st January 2024, any messages sent from toll-free numbers that are restricted or unverified will be blocked. You can only send messages from verified toll-free numbers. 

File size limitations 

While sending messages, especially MMS, make sure to check the file size limitations, as any file beyond the stated limit will leave your message undelivered. If you wish to choose Emitrr as your service provider, make sure to contact support to get an understanding of the file size limitations for sending MMS messages with toll-free numbers. 

Carrier fees 

The toll-free SMS and MMS carrier fee varies across different carriers. 

Messaging throughput 

Make sure to check the throughput MPS (Message Segments Per Second) offered by your service provider for toll-free texting. While Emitrr’s standard throughput offering is 10 MPS, it can go up to 150 MPS for both SMS and MMS. 

Kickstart Toll-Free Texting With Emitrr 

Emitrr is a great business texting service if you’re looking forward to getting started with toll-free texting. Here’s why: 

1. Emitrr will offer end-to-end support with regards to helping you choose a new toll free number or text-enabling your existing toll-free number. 
2. If you choose a new toll-free number, then Emitrr will help you with the verification process. 
3. Once the toll-free number is verified, the setup will only take up a couple of minutes and you’ll be all set to send SMS and MMS with your new text-enabled toll-free number. 
4. With this number, you will be able to send mass text messages, two-way messages, personalized texts on scale, and marketing messages to your customers. 
5. With an excellent throughput range of 10-150 MPS, you can ensure improved delivery and response rates. 

Frequently Asked Questions

Conclusion 

Toll-free texting has become quite popular especially for marketing purposes due to its ease of use, high throughput, and low cost. Are you ready to get started with toll-free texting to achieve your marketing goals? Well, then wait no further! Check out whether Emitrr’s offerings fit your use case by booking a quick call here.