Your business identity and brand reputation go hand in hand, and if voice calls are integral to your customer communication, then this article is a must-read.

They say the numbers don’t lie. Truecaller Insights US Spam & Scam Report 2022 shows that a shocking $39.5 billion USD* was lost to phone scams in America over the past 12 months. Around 68 million Americans were at the receiving end, and Robocallers duped 61% of these people. India also faced a similar predicament with 3.8 billion calls being identified as spam per month. 

Looking at these numbers, call avoidance behavior worldwide seems justified. However, customer inertia for voice calls is resulting in missed opportunities for businesses. Even priority calls are not getting the required attention from customers. In such a scenario, your brand reputation is at stake, and you may find it challenging to instill a sense of trust among customers and make the most of voice calls as a touchpoint.

If voice calls are integral to your customer engagement, what steps can you take to maintain or enhance your business identity and brand reputation? 

You can probably follow these calling practices:

1. Making calls during customer-friendly time windows

2. Ensuring your call center agents engage amicably with customers

3. Consistently following up to gauge customer satisfaction

4. Building a centralized knowledge base for customers

Although these practices ensure a seamless customer experience, your brand reputation can still dip if you don’t have a verified, branded caller identity. In other words, a verified business identity can enhance your brand reputation at a crucial customer touchpoint.    

Customer experience matters, and so does your brand reputation and recall

Surprisingly, the association of brand reputation and business identity isn’t top-of-mind for businesses. Your brand reputation is determined by the quality of customer experience you deliver and your recall value.  

Those “best practices” mentioned above can come into play only when a customer answers the call. Therefore, to derive the benefits of the “best practices,” you need to make your business calls more trustworthy and purposeful so that customers pick them up without any hesitation.

With Truecaller Verified Business Caller ID, you can achieve both in one go and reach your customers with confidence, context, and credibility.

How? 

By accurately displaying your brand name, logo, verification badges, and business category tags. 

Brand reputation is about reaching out to customers with the correct reason.

When you use an unverified Caller ID, imposters or scammers can spoof your numbers and incessantly spam customers without rhyme or reason. Therefore, your business identity may take a hit if you don’t work towards your brand reputation.

If your business calls display the call reason and verification badges, customers will know they get calls from a genuine representative.

Remember—scammers never take that much pain to deliver a seamless calling experience to customers, but you should.

Your brand reputation builds when you maintain seamlessness and transparency in your communication. Mentioning call reason in your business calls can be the ultimate ice-breaker between you and your customers because:

• By adding the call reason, you can depict yourself as a purposeful brand that values the time of customers and users.
  

• You can create an impression that you know and understand your customers’ needs and priorities.
  

• Once you set the context, even your follow-up calls won’t appear intrusive to customers. 
  

• With business call reason, you can deliver a seamless calling experience.

Brand reputation is about connecting with the right customers at the right time.

Scammers don’t respect customers’ time and can call at any odd hour of the day. Conversely, you can build your brand reputation by connecting with the right customers at the right time. 

For example, if you have a Verified Business Caller ID, you can give customers the option to request a callback. This way, you can know your high-intent customers and engage with them at the right time. Moreover, you can depict yourself as a considerate brand that adds more substance to your reputation. 

Brand reputation is about going beyond customer relationship management.

Building strong customer relationships through personalization (dynamic websites, AI chatbots, targeted campaigns, etc.) is an approach businesses across different industries follow. 

However, brand reputation is also about repeated visibility. It’s about frequently displaying your brand identity in a visually authentic and appealing way to customers. You need to think beyond customer relationship management (CRM) and ensure this extent of visibility for your brand—something you can quickly achieve with a Verified Business Caller ID. 

A customer touchpoint like Voice Call allows you to present your business identity to customers multiple times daily. Truecaller Verified Business Caller ID can make your presentation more trustworthy, purposeful, and easy on the eyes.