According to a report, 86% of the users are ready to pay more for better customer experience (CX). By 2020, customer experience is expected to overtake price and product experience as a pivotal differentiator.
Today, customer experience is not what it used to be years ago. It has evolved over time. Having said that, timely and accurate customer communication has been a big part of building a dependable customer relationship irrespective of industry and communication is a crucial part of customer experience.
In this article, we’ll look at how you can leverage virtual numbers to enhance the customer experience. But before that, let’s understand what a virtual number is?
What is a virtual number?
A virtual phone number is a number with no physical phone line associated with it. All the calls routed through virtual numbers can be tracked and monitored for performance. Businesses across the globe use virtual numbers to route incoming customer calls to the targeted agents.
Three ways to use virtual numbers to enhance customer experience
1. Protecting the privacy of the customer’s through number masking
Protecting customers’ privacy has become imperative for any business. Industries are increasingly multiplying their efforts to safeguard their customer’s privacy. Most online transactions require customers to provide their phone number for communication. But since these numbers are shared with different partners and other individuals, do you know for sure that your number is secure and in safe hands? Cases related to spam calls and harassment are filed everyday by customers and there is a growing need to put an end to this. This is where phone number masking comes to the rescue.
2. Have a single customer care number for your business
Having multiple numbers for a business contact centers, means the customer has to go through multiple steps to find the answers to their query. This also leads to mismanagement and loss of information for the company.
By using a single virtual number, you can advertise a single number as your contact number. When the customer calls this number, he/she will be automatically routed and connected to the concerned person which results in a seamless customer experience by reducing the number of steps the customer has to take to reach the company.
3. Prevent spam calls
Sometimes due to lack of resources, businesses often outsource their call center to third party. While it helps them in managing customer support, it puts personal details of the customer like their phone number at risk of being compromised.
A possible solution to prevent this is by using a virtual number. So instead of sharing the original phone numbers, companies can share virtual numbers that are mapped to the customer’s phone number. After the transaction, the virtual numbers are unmapped.
Conclusion
It’s very clear that Customer Experience is incredibly crucial for any business, irrespective of the industry or company size. If you’re looking to take it to the next level, you should start by making customer communication personalized and seamless. To achieve this, the flexibility and features of virtual numbers can be very helpful. We’d love to help you as our virtual number service is available across 150+ countries.