Why Companies Are Eliminating Main Phone Numbers
Through the 2020s, a growing number of companies - particularly IT firms and startups - began operating without a main phone number. It has become common for corporate websites to list no phone number, consolidating all inquiries through email forms or chat. This trend accelerated dramatically with the shift to remote work during the 2020 pandemic, spreading "phone-free" work styles with no office landlines. The move started in the information and communications industry, whose customers tend to be digital natives, and differences between industries remain pronounced.
The True Cost of Phone Support
Cost Per Interaction
The cost of phone support is higher than many companies realize. Each phone interaction accumulates operator labor, telecommunications, equipment, and management costs. Moreover, phone support requires real-time 1-to-1 interaction - unlike chat, where a single operator can handle multiple customers simultaneously - so the cost per interaction generally far exceeds that of chat or email support.
Hidden Costs
Beyond direct support costs, phone calls carry "hidden costs." First, the cost of work interruption from call transfers. When an employee focused on a task answers a phone call, the workflow is broken, and it takes an average of 23 minutes to return to the original task (research by Professor Gloria Mark, UC Irvine). An employee receiving 10 calls per day loses approximately 4 hours of productivity beyond the call time itself.
Next, the cost of maintaining phone numbers. Adding up landline monthly fees (1,980-2,090 yen for residential service, 2,970-3,080 yen for business service, depending on local exchange grade and line type), caller ID (440 yen), and call forwarding (550 yen) - all published rates as of 2026 - fixed costs per line reach 3,000 to 4,100 yen monthly. For companies maintaining multiple lines, this amounts to hundreds of thousands of yen annually. Reviewing how to choose a business phone number may help optimize these costs.
The Shift to Chat Support
Benefits of Chat Support
Migrating from phone to chat support offers multiple benefits beyond cost reduction. First, interaction history is automatically recorded as text, eliminating "he said, she said" disputes. Phone calls require separate call recording setup, but chat automatically logs all interactions.
Second, customer convenience. Phone support requires real-time interaction during business hours, but chat allows asynchronous communication. Customers can send messages at their convenience and wait for responses. Younger demographics in particular tend to prefer text-based communication over phone calls.
Third, integration with FAQs and chatbots. Building a system where chatbots automatically answer common questions and only escalate complex inquiries to human operators dramatically improves efficiency. In some cases, this achieves 24/7 coverage at lower cost than using a phone answering service.
Limitations of Chat Support
However, chat support is not a universal solution. Urgent inquiries (service outages, security incidents) demand real-time voice communication. For elderly customers or those with low digital literacy, chat may be difficult to use. Emotional complaint handling also risks escalation through text, where subtle nuances are harder to convey.
Credibility Risks of Not Having a Phone Number
Operating without a main phone number carries business credibility risks. In B2B transactions particularly, the presence or absence of a phone number can affect partner credit assessments.
Partner Trust
Credit research agencies like Teikoku Databank and Tokyo Shoko Research collect phone numbers as basic corporate information. Companies without registered phone numbers may be flagged as having insufficient information in credit reports. Cases have been reported where the absence of a phone number became a negative factor in bank loan assessments or when initiating new business with major corporations.
Legal Requirements
Some industries have legal requirements to display phone numbers. The Specified Commercial Transactions Act requires mail-order businesses to display their phone number in advertisements. The Real Estate Brokerage Act requires each office to maintain a landline number. In these industries, eliminating the main phone number could constitute a legal violation. Using a virtual phone number can satisfy legal requirements without physically placing a phone in the office.
Customer Psychological Reassurance
From a consumer perspective, companies without listed phone numbers feel unreliable. The anxiety of "not being able to call if something goes wrong" reduces purchase intent, especially for expensive products and service contracts.
Decision Criteria by Industry
Whether to eliminate the main phone number depends on industry and customer demographics. Here are recommended approaches by industry.
- IT / SaaS companies: Elimination possible. Customers are digital natives who naturally accept chat and email support. However, enterprise services may require phone support as a contract condition
- Professional services (lawyers, accountants, judicial scriveners): Elimination not recommended. Clients often make urgent consultations by phone, and lacking a number significantly undermines credibility
- E-commerce: Conditionally possible. The Specified Commercial Transactions Act display requirement must be met, so a minimum phone number should be maintained. However, the primary inquiry channel can shift to chat
- Real estate: Elimination not possible. The Real Estate Brokerage Act mandates phone number installation
- Restaurants, salons: Elimination not recommended. Reservation calls are a primary customer touchpoint, and lacking a number directly causes missed business opportunities
- Manufacturing: Elimination not recommended. Phone is essential for urgent partner communications (quality issues, delivery changes, etc.)
After understanding the differences between toll-free and Navi Dial numbers, select the optimal number range if you choose to maintain a phone number.
Migration Steps When Eliminating a Phone Number
If you decide to eliminate your main phone number, a phased migration is critical. Suddenly removing the number will confuse existing customers and partners.
- Prepare alternative channels: Establish chat support, email forms, and FAQ pages to ensure inquiry options beyond phone
- Set a notice period: At least 3 months in advance, announce the "phone line closure date" and "alternative contact methods" on your website and invoices
- Maintain a forwarding period: Rather than immediately canceling the number, maintain an automated message for 6 months to 1 year directing callers to "please contact us via our website"
- Update all registrations: Remove or update the phone number from Google Business Profile, credit agencies, industry associations, and partner records
Consider streamlining workplace phone handling rather than complete elimination as another option.