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Transform Customer Engagement with Trusted and Contextual Experiences

Shivkumar M 20+ yrs shaping technology Product & GTM strategy. Fintech, healthcare & retail industry expertise. Leads product launches, adoption & GTM as Director, Product Marketing.
Transform Customer Engagement with Trusted and Contextual Experiences

Customers often turn to social media to express dissatisfaction, especially regarding voice calls. Common grievances include unresolved issues, poor telecom network quality, difficulties with payment gateways, receiving spam and scam calls from impersonators. According to a survey by Truecaller, an astonishing 93.5% of spam calls in India are telemarketing calls, with KYC scams being the most prevalent. These fraudulent practices not only undermine trust but also raise concerns about security and privacy. Without contextual communication, customer experiences become disjointed, ultimately leading to high churn rates.

Is Voice Part of your Omnichannel Engagement Strategy?

Voice can be a pivotal element in your omnichannel approach. It has the potential to provide context and reinforce brand connection. However, if mismanaged, it can tarnish a brand’s reputation due to issues like long wait times, call rerouting, and dropped calls. By leveraging new age technologies like VoIP, these problems can be resolved effectively. Implementing solutions such as a ‘request a callback’ option can significantly reduce wait times, making voice a highly effective component of your omnichannel strategy.

What is VoIP and How does it Work?

VoIP, or Voice over Internet Protocol, is a digital technology that enables users to make calls via the internet rather than a regular landline. It converts analog voice into digital data, which is then transmitted over the internet or private IP networks. With VoIP, you can make calls globally to landlines, mobile phones, and even between computers. VoIP stands out as a cost-effective, trusted and secure solution, providing brands with enhanced capabilities in comparison to large corporate phone systems.

Integrating VoIP into your in-app experience is a game-changer for customer engagement, enabling more personalized and contextual interactions. Additionally, VoIP integration brings powerful features like call recording, transcription, and analytics, offering valuable insights into customer interactions. This, in turn, fosters trust, strengthens brand loyalty, and ultimately reduces churn rates.

Here are a few ways brands can leverage VoIP-enabled in-app calling to boost growth:

1) Optimize Marketing Efforts with Cost Savings

VoIP-enabled in-app calling brings instant cost savings. Even for businesses with minimal long-distance communication, significant savings are expected. Redirect these funds towards sales, marketing, and branding efforts, fuelling business growth and expansion.

2) Craft Delightful Customer Experiences

Customer satisfaction extends beyond purchases. It encompasses the entire journey, from pre-transaction engagement to post-transaction support. VoIP-enabled in-app calling employs advanced communication tools, like intelligent chatbots, to promptly address routine inquiries. This leaves your human staff free to handle more complex queries. Furthermore, seamless integration with your customer database allows for a personalized touch. When a customer calls, their information instantly appears, including name, profile picture, and transaction history.

3) Enhance Customer Engagement with Secure and Contextual Voice calls

VoIP-enabled in-app calling allows for secure and contextual calls directly from within the app, taking personalization to a whole new level. When the brand calls the end user, the context of the call along with the brand’s logo can be displayed on the call screen. This in turn significantly boosts call answer rates, leading to enhanced conversion rates. Furthermore, it ensures call security by eliminating the need to share PII data, effectively addressing spam and privacy concerns.

4) Maximize Customer Value and Retention

Retaining customers is more cost-effective than acquiring new ones. A VoIP-enabled in-app calling system that’s integrated with your client database will prompt you to address any relevant opportunities while you have the customer on the phone. There are also automated procedures you can implement to remind clients of appointments, collect payments, and more to enhance revenue generation and business growth.

5) Leverage Word-of-Mouth to Your Advantage

Online reviews significantly impact purchasing decisions, with nearly 95% of customers consulting them before making a purchase.* To boost your business, garnering more reviews is crucial. Certain VoIP systems offer the capability to send rich media messages to satisfied customers, encouraging them to leave feedback on platforms like Facebook or Google. This not only strengthens your reputation but also draws in new customers.

Future Trends

The landscape of VoIP based in-app calling is rapidly evolving, with emerging technologies set to revolutionize communication. Artificial Intelligence (AI) integration is at the forefront, enhancing interactions through intelligent virtual assistants and real-time sentiment analysis. Advancements in call quality, including high-definition voice and video, noise cancellation, and low latency, are improving user experiences. Innovations in communication protocols like WebRTC and SIP enhancements are shaping the future. The advent of 5G technology holds the promise of even faster and more reliable connections, while blockchain is poised to add an extra layer of security to VoIP systems. Multi-channel integration and edge computing are streamlining communication across platforms. These trends collectively indicate an exciting future for VoIP-enabled in-app solutions, promising enhanced quality, security, and versatility in both voice and video communication.

Embracing the New Era of Customer Engagement

As we embark on integrating VoIP into the CleverTap platform, we are driven by a commitment to elevate customer experiences and foster brand trust. The potential of VoIP marks a crucial step toward establishing stronger connections with our customers. Its cost-effectiveness, flexibility, and myriad features make it a valuable asset for businesses seeking to enhance their engagement strategies. Stay tuned for updates on the launch of VoIP-enabled in-app calling functionality with CleverTap, and join us in shaping a future where seamless engagement and personalization lie at the core of every brand’s success story.

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Last updated on May 15, 2024