Decoding The Five Pillars of Customer Experience Excellence
Decoding The Five Pillars of Customer Experience Excellence

In today's hyper-connected world, businesses must prioritize the customer experience like never before. The five pillars of customer experience excellence are intertwined and, when combined, can help businesses gauge the quality of CX they deliver across the customer lifecycle.

Our Verified Business Caller ID solution and other advanced communication capabilities like Business Profile, Call Me Back, and User Feedback add trust, identity, and transparency to different stages of the customer lifecycle - for businesses across BFSI, Automotive, FinTech, Travel, eCommerce, etc. This article discusses the five pillars and how Truecaller Verified Business solution helps establish each. 

Pillar 1 - Consistency

Customers interact with brands across multiple channels, including web, mobile, social media, and in-store. Therefore, it is important for you to:

  • Establish a trustworthy brand identity across channels and touchpoints.

  • Provide a consistent brand message.

  • Create a unified and seamless brand experience. 

McKinsey research shows that companies with robust omnichannel strategies retain an average of 89% of their customers, compared to 33% for those with weak strategy.

The impact of Verified Business Caller ID in delivering a consistent experience 

Consider the classic example of an e-commerce journey: a customer searches for a product and selects the most suitable e-commerce portal from the search engine results pages.

The customer may contact a live agent to inquire about product pricing or discrepancies before placing an order. On the day of delivery, the customer receives a call from the delivery agent to confirm the address. If the customer decides to return the product, they may schedule a pickup and receive another call from the delivery agent to confirm their availability.

Throughout this entire journey, if any channel fails to provide a positive customer experience - for instance, if the customer is unable to recognize the call from the delivery agent or receives a call from a suspicious number instead of a genuine brand name - the reputation of the business can take a hit.

You can also think of a ride-hailing app that ranks well on SERPs, boasts a user-friendly app and highly-active social media handles, and has a high-resolution rate over chat. However, without a Verified Business Caller ID displaying the brand name, logo, or verification badges, the app's customer communication over voice calls can fall flat.

Visual example - Depicting how Verified Business solution adds trust and identity to the customer lifecycle of the Automotive Industry

Pillar 2 - Personalization

Personalization is tailoring experiences to meet individual customers' unique needs and preferences. Today’s customers expect brands to understand their priorities and deliver customized experiences. According to a study by Gartner, 81% of customers expect brands to understand their needs and have trustworthy communication. 

Personalization can increase customer loyalty and drive revenue growth. McKinsey research shows that personalization can increase sales by 10% to 20% and reduce customer churn rates by 10% to 15%.

How Truecaller Verified Business Caller ID can personalize your customer experience

Suppose you have a unique Business Caller ID presentation for different callers (sales, marketing, customer support, etc.). In that case, your customers can better understand the purpose behind the call. 

With our Video Caller ID feature, you can personalize your business calls for use cases such as:

  • Delivery on the way

  • Payment reminder

  • Food delivery is on the way

  • Security call regarding OTP fraud

  • KYC verification call

  • Service due call/response for test drive booking

  • Reminder call for property visit

Pillar 3 - Transparency

It is crucial to prioritize your brand reputation by transparently communicating with customers. Using an unverified caller ID can make your business vulnerable to imposters and scammers who may spam customers relentlessly. 

Two key features of our Verified Business Solution can help you bring more transparency in your business calls. 

a) Business Call Reason 

By including Call Reason in your Verified Caller ID, you can

  • Set the right expectations for your customers before they pick up the call.

  • Significantly improve your calling efficiency.

  • Add context to your business calls.

  • Demonstrate that you value transparency in communication.

  • Make your business calls less intrusive.

b). Business Profile 

Verified visibility on critical touchpoints can improve your brand trust and accessibility for users. Our Business Profile feature allows you to share your business information and showcase your authentic brand personality exclusively to Truecaller users.

You can take advantage of dedicated sections to:

  • Display your verified brand name and logo, elevating your brand reputation and creating a positive impression in the minds of consumers.

  • Exhibit your online presence and enhance accessibility by adding links to your website, play store/app store listings, Facebook, Instagram, and Twitter.

  • Add visual context and appeal with handpicked images of your business offerings or services, allowing you to create a strong visual impression with a minimum of three and a maximum of five pictures.

  • Summarize your business for users by sharing your brand story and concisely describing your business and value proposition.

Pillar 4 - Empathy 

Customers have more options than ever in today's fast-paced and hyper-competitive marketplace. They can easily switch to competitors that make them feel more valued and understood. This is where you can differentiate yourself and build lasting customer relationships by demonstrating empathy.

Understanding customers’ perceptions and needs with our Verified Business solution

With our User Feedback feature, you can gauge customer loyalty, satisfaction, and enthusiasm, or you may miss out on building brand trust and delivering a positive user experience. You should listen to your customers with a seamless post-call engagement - taking customer inputs and keeping them engaged with your brand, even after the call. You can:

  • Run User Feedback campaigns on missed, rejected, and answered calls,

  • Take customer feedback and surveys in multiple formats.

  • Create Call Rating and Question cards in multiple styles and formats.

Pillar 5 - Responsiveness

Businesses prioritizing responsiveness can build stronger customer relationships, increase customer satisfaction, and drive revenue growth.

The most crucial aspect of responsiveness is swiftly addressing customer inquiries and concerns. Customers expect businesses to be timely available and provide practical solutions.

To improve their response time, businesses can:

  • Use automation tools such as chatbots and email templates to respond quickly to common customer inquiries.

  • Connect with customers when available using our Call Me Back feature - enabling users to request a callback at their preferred slot. This way, you can reduce the time and effort that goes into repeat calls and connect with interested and available customers.


  • Set response time targets and measure their performance against those targets.

  • Provide training to employees to ensure they have the necessary skills to respond to customer inquiries and concerns effectively.


Verified Business Caller ID solution can help businesses improve their customer experience by visually representing a trustworthy and authentic brand, personalizing business calls, and increasing transparency through Call Reason and Business Profile. By implementing these pillars and leveraging Truecaller Verified Business solution, companies can improve customer loyalty, drive revenue growth, and succeed in today's competitive market.