How Truecaller for Business Adds the X Factor Missing From Your Brand Experience
  • Blog
  • /
  • Best Practices
  • /
  • How Truecaller for Business Adds the X Factor Missing From Your Brand Experience
How Truecaller for Business Adds the X Factor Missing From Your Brand Experience

Do you as a brand leave no stone unturned to deliver a total brand experience to customers? 

Let's run a check: 

  • Do you have a CX-centric, robust website - with SEO-optimized product/services pages?

  • Do you have verified and active social media handles?

  • Do you maintain a consistent messaging and tonality across your inbound and outbound initiatives? 

  • Do you incorporate the stories of your community in your content? 

  • Do you encourage customer participation and feedback on social media?  

If your answer is yes to even three of them, you have the right to feel elated - but there is a catch. If you lack the X factor, you may still fall short of achieving customer trust and loyalty. 

That X factor can be your business caller identity, the absence of which can significantly dent your brand experience and reputation.

How exactly?

We can take an example of a newbie ride-hailing app for which customer trust and loyalty are a must. Let's assume it has a prominent web presence, a user-friendly app, and engaging social media handles. But suppose it does not have a verified business caller identity (no brand name, logo, or verification badges). In that case, its brand experience will fall flat at a critical customer touchpoint because:  

  • Riders won't get a sense of trust and safety when drivers try to reach them via calls.

  • There is no accurate display of the brand name, logo, and call reason, and riders may mark the call as spam out of suspicion. 

  • There won't be any brand recall among riders. 

  • The calling experience delivered to riders will be below par. 

Similarly, you can think of a digital healthcare platform that offers professional diagnostics and health check-up services. Suppose the platform is not using a verified business caller ID. In that case, its time-sensitive services can get hampered - as users can mark the calls for online doctor consultations, sample collection, and medicine delivery as spam. This can adversely impact the platform's efforts to deliver a complete brand experience to patients or people who want to keep a check on their health. 

A lot of customers do not answer phone calls having skewed caller IDs, because:

  • The genuineness of business representatives is questionable. 

  • They don't know the caller's intention (why business representatives are calling them in the first place). 



How Truecaller for Business is adding value 

Many top businesses are not using branded caller ID, and because of that, they are diminishing their brand reputation without even knowing it. Truecaller for Business is not only providing a potential solution but creating an ecosystem to sensitize businesses on: 

  • The repercussions of not having a business caller ID.

  • The use cases where having a verified caller ID can make a huge difference.  

Our Verified Business Caller ID solution is helping 1,000+ active customers across Banking and Financial Services, EdTech, Healthcare, and FinTech - covering significant use cases for support and fulfilment, logistics and delivery, security, and fraud management. 

The solution enables businesses to build a brand identity around trusted communication and call customers with confidence, context, and credibility. With green screens, verification badges, accurate (tamper-proof) display of their brand name, and call reason, businesses can make their calls more purposeful and democratic for customers. 

The big picture 

There is customer inertia for business calls (due to lack of trust and skewed caller ID), which shouldn't surprise many. As per Truecaller's Global Spam Report 2021, 3.8 billion calls were identified as spam per month in India. On the global front, out of 184.5 billion calls, 37.8 Billion calls were identified as spam calls. 

While spam calls have a high nuisance value, they cause more significant harm. How? By creating scenarios where opportunities for business growth are missed, and priority calls are met with customer suspicion.

You are at the risk of putting your Business in the bracket of fraud and scam if you do not preserve your brand identity. Your business calls must carry the stamp of trust and safety so that customers know they are receiving calls from a genuine representative and not an imposter - right from the word go.

The takeaway

You shouldn't become complacent if your brand is received well on customer touchpoints such as social media, email, Google Ads, chatbots, or product pages. If you don't have a verified number identity, you will lose credibility among customers quickly. Not having a verified business caller ID can also impact your bottom line, as you may have to call repeatedly with no success. This will not only cost you time and money but brand leakage. 

Truecaller for Business is growing exponentially in India, and we are gaining momentum in other key international markets such as South Africa, Egypt, Israel, and South East Asia. The goal is to push our philosophy of confident, credible, and contextual communication and help businesses deliver an absolute brand experience.