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Google Forwarding Number In UK - OK to forward to 0800 numbers

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi Folks,

 

Consider a mobile only click-to-call-only campaign .....

 

In the UK .. if you type (or click) a toll-free 0800 number you get a message saying "this call is not free from mobiles, redial without a zero in front" message.

Obviously this would completely wreck a click-to-call only campaign as it needs to seamlessly go through to the call-centre.

Now, google forwarding numbers display as 0330 xxxxxx in the UK.

If they forward to an 0800 freephone number does this network operator/ automated message still happen?

 

The difference between a yes/no answer to this question is a dealbreaker for the success of a "click-to-call only" campaign in the UK. An automated message coming back equals vast amounts of money chucked down the drain.

 

Many thanks

Regards Mark

 

2 Expert replyverified_user

Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

Top Contributor
# 2
Top Contributor

Hi Workflows,

 

My understanding is that your query specifically focuses on forwarding phone numbers which feature is only available in the US and the UK. Well, Google forwarding phone numbers allow you to direct calls to your business when your ads show on devices other than mobile phones, such as desktop and laptop computers or tablets. Mobiles are not considered in this respect.

 

Best,

Lakatos

Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

[ Edited ]
Top Contributor
# 3
Top Contributor

Please also refer to this help page: 

 

* Add call extensions with forwarding numbers


http://support.google.com/adwords/bin/answer.py?hl=en&answer=2454052&from=1059396&rd=1

Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Hi Lakatos,

Thanks for your time taken to answer my question.

Most respectfully, your answer does not address the purpose of my question in any way.

Moreover, the statement you do make in your answer is not correct... Google forwarding numbers do apply to mobile phones ... I wouldn't be using them otherwise.

Thanks

Regards Mark

 

Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

Top Contributor
# 5
Top Contributor

In which case the statement copy/pasted below from Par #1 on the referenced link is outdated.

 

Google says: "Or, you can take call extensions a step further with Google forwarding phone numbers which allow you to direct even more calls to your business when your ads show on devices other than mobile phones, such as desktop and laptop computers or tablets."

Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

Mof Google Employee
Google Employee
# 6
Mof Google Employee
Google Employee

Hi Mark, 

 

For a mobile only click-to-call campaign, the Google Forwarding Number will not display. It will be your business number 0800 XXXXXX that appears. 

 

You will be charged when a user on their mobile device clicks on the number on display on the screen. 

 

What happens when they click?

Once the user clicks on the number, they will be brought to the dialler on their phone. From here they have the option to call, save or discard the number. If they call the number it will be treated (by their phone provider) as a normal call, so it will be subject to the same messaging before the call. 

 

Please see a very helpful table in the article below:

http://support.google.com/adwords/bin/answer.py?hl=en&answer=2454052&from=1227587&rd=1

 

Regards,

Marc

Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

Top Contributor
# 7
Top Contributor

Thanks for dropping in, Mof. Much appreciated ....Robot LOL

Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

Explorer ✭ ✭ ☆
# 8
Explorer ✭ ✭ ☆

Hi Mark

 

I work on mobile "click to call" campaigns targeting United States. There is a "1-800" toll free number up there and I guess the "0-800" is a UK toll free number.

 

I searched few UK forums and I did not come across with any technical issues with the 0-800 number apart from the fact that the caller doesn't have to pay to call (which is understood). But I would trust your words because you must be knowing it better. 

 

When you use call extension for a campaign with "google forwarding number + only click to call", a google forwarding number is automatically generated for each of the ad group which forwards the call to your business number.

 

I don't really agree with what Mof said:

 

"For a mobile only click-to-call campaign, the Google Forwarding Number will not display. It will be your business number 0800 XXXXXX that appears."

 

The forwarding number would do appear but I can't really understand the technical aspect of this "0-800" toll free number.

 

Can you run a small experiment by using your "business phone number( without google forwarding ) + only click to call" in the call extension of the campaign. Once you have the extensions active with the ad you can try it yourself by searching for your ad on google and giving the call extension a try from you mobile number( Just this once). OR search for a toll free number for another business and try calling the same from your mobile!!

 

Why do they sell the 0-800 number if it gives "this call is not free from mobiles, redial without a zero in front" message??

 

If every thing works fine then the same should happen with google forwarding as well.

 

PS: I don't really understand the need of google forwarding number for a mobile only campaign first of all. See an excerpt from the link which Mark shared:

 

"Bid-per-call doesn't apply to ads shown on mobile devices. For mobile devices, phone calls generated from clicks-to-call will continue to incur in a cost-per-click (CPC) charge."

 

So,anyhow for mobile phones you wont be able to use any potential of the google forwarding number apart from the "call detail" metric in dimensions. In case you want to show your business number on desktops and tablets you can create a separate campaign for those devices and then implement the google forwading number!!


Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hi Everyone and thanks for your posts on this ...

 

Mudit ...

 

Your little test for an 0800 number .. the results are as follows in the UK ...

On clicking an 0800 number on a mobile the following message happens:

"Access to the number you have dialled is not free from mobile phones. Please redial without the zero."

All mobile operators charge for freephone. I have tried dialling without the 0 but this just results in a failed call.

Conclusion: Rolling out a Click-to-call campaign using 0800 numbers in the UK will result in 100% failure due to the very fact that the call does not take place.

 

Lakatos ...

 

The statement you have copy and pasted is still at the top of the google official help page as you mention: http://support.google.com/adwords/bin/answer.py?hl=en&answer=2454052

However, please note the paragraph below the one you cite ....

 

How call extensions with Google forwarding phone numbers work
When you choose to use this feature, we'll assign and display a unique Google forwarding number with your ads on both mobile and desktop devices. This number is automatically generated for each ad group. Whenever a customer calls this number, the call will be rerouted to your business phone number. In ads on high-end mobile phones with full browsers, Google forwarding phone numbers can be clicked to make it easier to dial the number.
Call extensions with Google forwarding phone numbers are only available to U.S. and U.K. customers.

 

At no point do Google advise that there is a critical distinction between click-to-call and click-to-call-only with regard to the application of Google forwarding numbers. Indeed, the very ommission by Google of a similar statement to that made by Mof -  a google employee above .... "For a mobile only click-to-call campaign, the Google Forwarding Number will not display. It will be your business number that appears."  is tantamount to misinformation by its very absence.

 

This is exacerbated by the fact that when you setup a campaign ... settings ... ad extensions ... the following screen is presented ...

 

Not only that .. once you have set the campaign up .. the following shows in ad extensions ....

 

Now, I'm good with detail and have checked every bit of info to do with this and ask anyone to find on the Google help files anything that resembles the statement made by Mof ... to the effect that Google forwarding numbers cannot be used with Click-To-Call?? Any indication anywhere??

 

This is my first experience of dealing with Google Adwords .... and in my 20 years of running a business I don't think I have ever been so angry. Why?

 

I have a big client who wants to drive sales to a call-centre. I have spent a week or so checking all the details, getting media codes, an 0800  number and liasing with them. Google forwarding would provide me with call metrics that I could check against the call-centre stats. You see I take the risk on the clicks and get paid per lead. The little oversight that Google forwarding numbers won't happen means no call metrics ... the 0800 number that will display instead will not work ... and if I had known, or read on the help page, what Mof stated in one sublime sentence ... I would have saved nigh on 30 hours.

 

Last point ... I have dealt with a google rep, the manager of the rep and had an optimistaion specialist look at the problem that I advised them on today "Why is my 0800 number showing instead of my google forwarding number" I asked.

 

Not one of them had a clue. The specialist was baffled by the campaign settings and was to come back to me early next week. In fact I'd have to say that my experience this week with Google Reps, and the advice and information give verbally has been, for the most part, completely inaccurate.

 

I dare breathe this question but .... is there any chance Mof is wrong?

 

Thanks for all your help

 

Regards Mark (a once very excited Adwords starter ;-)

 

 

 

 

Re: Google Forwarding Number In UK - OK to forward to 0800 numbers

Explorer ✭ ✭ ☆
# 10
Explorer ✭ ✭ ☆

Hi again Mark

 

It's disheartening to know about the experience you have had with adwords call extensions..Its a great extension in general and its produce is unmatched when it comes to driving calls to a business.

 

But apart from the trouble you encountered we have a new,inexplicable and to my knowledge an unadressed issue when we talk about the google forwarding number not working for a mobile only campaign!!

 

What is it clearly??

 

* google forwarding won't show for "mobile only + click to call only" campaigns?

 

* google forwarding won't show for "mobile only + click to website + click to call" campaings?

 

* OR google forwarding won't show for mobile only campaigns as a whole?

 

I don't see any documentation which states this and infact it's the complete opposite of it..Mof,can you provide clarity about the ambiguities in the adwords help article as well as more pieces of text which we could all use as a concrete reference for google call forwarding??