When we implemented ZD Talk, we imported our owned toll-free number, 1-866-xxx-xxx. Before moving to ZD Talk/Twilio, our number was identified to recipients as our business name on their caller ID.
I just tested outbound calls to several different phones (AT&T, Verizon, and Sprint) and none of them identified the incoming call as our business name. They only displayed our toll-free number. For us currently, when making outbound calls, customers/businesses are screening/ignoring/declining our call due to the toll-free number, understandably so. We do not currently want to change our outbound number to our local number, as in that scenario if the customer were to call us back, it will route to a different phone service/group of individuals.
Per an email conversation with Gail in Zendesk Support, she recommended I post here to request the feature for the data portion of our phone number to be carried through so that our business name is displayed on caller ID of our customers/recipients, as this is not currently a feature ZD Talk offers.
- What is the problem?
Inability to carry the associated data with our toll-free phone number through to customers, so that caller ID properly shows our business name, not just our phone number.
- Why is it a problem?
Customers and recipients see a toll-free number and decline/screen/avoid the phone call due to abundant fraud/scams/junk calls.
- How do you solve the problem today?
Calling out from either a landline (outside of ZD) or a separate outbound number, which is far from ideal.
- How would you ideally solve the problem?
ZD Talk to incorporate the data associated with our owned toll-free number so that customers/recipeients see our business name on caller ID.
- How big is the problem (business impact, frequency of impact, who is impacted)
Moderate, as our Wholesale team's effectiveness is limited by ZD Talk. We have had to move them to a landline, which prevents tracking/quantification within ZD Insights.
Thank you, and please let me know if there's any additional information I can provide!
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