7 Best Practices in Virtual Number Services

Posted by Abhay Jain on August 24th, 2021

Helping you to maximize productivity, the best virtual phone number provider will help you to address challenges in the most effective manner possible.

As you look forward to implementing virtual phone number services, you must implement these practices to be successful:

1) Support Multiple Channels

Having multi-channel support for end-users is the biggest asset you can have today. Some of the most used channels today include voice calls, text messages, emails, etc.

As customers are more focused on getting their problems solved, you have to ensure that their preferred channel is available. This is why your virtual phone number should support multiple channels.

Your virtual phone number should provide customers with options such as communication with live agents and self-help. Adding flexibility to the customer’s choice of communication channels will take your customer experience to the next level.

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2) Easy Self-service Options

In the digital age, customers want to get their problems solved without speaking to an agent. With virtual phone number, your customer can obtain relevant information in seconds.

Eliminating the need to talk to an agent, self-service options allow you to reduce the caller queue as well. However, you will need to ensure that you provide your customers with a maximum number of four options. 

In addition, what helps you to win the customer experience game is crisp and easy-to-remember instructions.

3) Personalized Customer Experience

Today you can’t survive without offering a personalized customer experience. You must have been storing customer data since the first day of business.

Your virtual phone number should be capable enough to capture information such as name, address, and contact number.

The biggest benefit of this is that you will be able to serve your customers better in the future without asking for information. Based on the information captured, you can keep improving your offers and services.

4) Keeping The Data Secure

Today we live in an age where data security concerns us more than anything. As your virtual number keeps collecting data, you must ensure that your data is secure.

Keeping data consistently secure is one of the best practices that you can ever adopt. The biggest advantage of using a cloud-based virtual number system is that it can keep your data safe in compliance with data security practices.

Another benefit of this is that you get to keep a backup of your data which means you will never have to face the trouble of losing data.

5) Seamless Channel Integration

If you are looking forward to integrating virtual numbers with your CRM and ERP systems, you should definitely work with reputed IVR service providers in India.

Delivering omnichannel service is also possible as you integrate your virtual number with emails, texts, and chats.

6) Direct Agent Communication

Even though you should focus on self-service options, you must include an option using which your customers can directly talk to an agent.

Despite the self-service option, many customers might want to communicate directly with an agent. This is why it is imperative that your virtual number service has clear instructions on how to get connected to a live agent.

Many successful companies let their customers connect with agents upon pressing 0 or #. With this feature, you get rid of all the expensive IT infrastructure needs that you will have otherwise.

7) Real-time IVR Testing

The best IVR service providers will let you run real-time testing with virtual number. This means that you will be able to understand the precision with which the IVR tool works.

Before opting for a service, you must go for such testing for the sake of understanding if the IVR is able to meet your needs or not. Once you have reliable results, you can go for deployment.

Even if some minor glitch is found, that can be easily taken care of by the technical experts.