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

Let's run a check: 

1. Do you have a CX-centric, robust website - with SEO-optimized product/service pages?

2. Do you have verified and active social media handles?

3. Do you maintain consistent messaging and tonality across your inbound and outbound initiatives? 

4. Do you incorporate the stories of your community in your content? 

5. Do you encourage customer participation and feedback on social media?  

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

That X factor can be your business caller identity, but its absence can significantly damage your brand experience and reputation.

But how?

We can take an example of a new 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, consider 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 be 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 first).

How Truecaller for Verified Business Caller ID is adding value 

Many 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: 

• Repercussions of not having a verified business caller ID.

• Use cases where having a verified business caller ID can make a huge difference.  

The Verified Business Caller ID solution is helping 2,500+ active customers across industries like BFSI, fintech, logistics, tech, and healthcare, covering significant use cases for support, order fulfillment, 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. 

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

If you do not preserve your brand identity, you risk putting your business in the bracket of fraud and scam. 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.

Key Takeaways

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 quickly lose credibility among customers. 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 also brand leakage. 

Truecaller Verified Business Caller ID solution is growing exponentially globally and gaining momentum in other key international markets such as South Africa, Nigeria, Colombia, Egypt, Israel, and Southeast Asia. Our goal is to promote our philosophy of confident, credible, and contextual communication and help businesses deliver an exceptional brand experience.

Visit business.truecaller.com today to learn more about our products and solutions!