How virtual numbers improved communication for a retail business

4 mins read

Business communication has come a long way since the days of traditional telephony. Earlier, it wasn’t possible to attend business calls from home. The landline was a necessity and features such as an IVR menu were expensive and difficult to implement. Customer support for outbound sales also cost companies a bomb.

Much like most technology, all communication is possible via the cloud today. Sophisticated solutions are now merely buttons on an online dashboard. You now get complete access to live monitoring, tons of features and support for multiple channels such as SMS and voice. At the nucleus of all this, are virtual mobile numbers.

Imagine them being like traditional phone numbers but with much more functionality, flexibility, and mobility. With virtual mobile numbers, companies can optimise their business communication like never before. Read on to learn how we enabled one of our clients with these virtual numbers.

What our client wanted

One of our clients, a mid-sized e-retail business, needed help setting up a communication system for their online platform. They needed a solution that would help them interact with customers and relay important order details.

This information included order details, tracking information, and delivery notifications. They also wanted to set up a support helpline and ensure all functions were carried out in a secure manner. so that none of their customers’ personal or financial information was compromised.

The solution we offered them was simple: a virtual mobile number service.

Solving Business Communication with SERVETEL’S VIRTUAL MOBILE NUMBERS

With access to a series of virtual mobile numbers, our client could relegate different numbers to different functions. They could manage these numbers easily via a portal and assign them across campaigns and to different departments.

Unlike traditional phone numbers, virtual mobile numbers can operate on any device. This gave our client the flexibility to cater to customers from anywhere.

Our client was happy to discover that the virtual numbers were equipped with a call management suite and an IVR. When combined, these solutions allowed them to handle incoming calls efficiently.

Some of the features that our retail client received with Servetel’s virtual mobile numbers included:

Popular features

Call Forwarding

With call forwarding, our client could redirect incoming calls to available staff in case the first was unreachable. This ensured that the business was always available to the customers.

Call Transferring

Call transferring allowed the client to transfer ongoing calls from one team member to another. It allowed them to resolve issues faster by pulling in expert help onto the call.

Interactive Voice Response

All given virtual numbers were assigned an IVR to let customers resolve basic queries by themselves. It also helped them reach the right agent by choosing from the available menu options.

Automated SMS

Our solutions enabled the client to send reminders, delivery details, offer alerts, and more through automated SMSs. These messages kept the customers always updated with their orders.

Real-time analytics

Our clients could monitor every virtual number and measure agents' performance through real time metrics. It helped them make informed decisions call routing, staffing, and customer support.

Key benefits of virtual mobile numbers

Below are some of how our virtual phone number system benefitted our client:

Better user experience

Virtual mobile numbers provided a similar human touch online that buyers sought while shopping offline. When combined with an IVR, the virtual numbers provided better customer support, securing customer relationships and building better customer loyalty.

Remote access

Virtual numbers enabled our client to run every operation remotely. They could connect with remote teams and customers living far away. Our cloud-based solution allowed supervisors to manage the portal access to ensure no customer data was leaked at any point. Equipped with various capabilities, the solution distributed all incoming calls to agents available and kept everyone engaged.

Detailed call records

Missing important phone calls from customers may be a deal-breaker for a business's progress in the long run. Agents cannot be expected to work 24x7 and technical issues can also lead to downtime. We helped our client log and record all calls with ease and gave access to voicemails over emails. This helped them keep track of all the customer calls that they missed.

Easy Information Access

Our virtual mobile numbers were integrated seamlessly with our client’s preferred CRM platforms. Their agents could access all customer information from the CRM portal itself and perform the required tasks. Some of the information included existing call details, call notes, customer preferences, etc. It helped them provide more personalised support and cut down on time spent searching for appropriate information.

Call analytics

Detailed call information is a crucial component for delivering impeccable customer service in this digitised world. In the age of multi-channel communication, no business can deliver superior customer service and satisfy customers without analysing call statistics. Servetel's cloud solutions gave our client access to these details in real time and helped them thoroughly analyse customer interactions. They could access detailed analytics from the dashboard itself and provide valuable feedback to agents.

Our virtual mobile number solution helped our client enhance the quality of their services and offerings. It streamlined and simplified their operations, resulting in increased agent efficiency. The real-time insights allowed effective adjustments to sales, marketing, and customer experience strategies, leading to several positive outcomes. It is also important to remember that these virtual numbers come along with numerous customisable features that enhance their capabilities.

If you're also interested in improving your business communication and customer experience, our team is always ready to assist you.