The TrueCaller app has over 236 million customers in India.
So naturally, when the company launched its TrueCaller for Business offering, companies collectively heaved a sigh of relief. After all, this meant that they could verify their calls to customers and see a direct impact on call answer rates.
But this isn’t quite how things have worked out.
To understand why, let’s dig a little deeper at how TrueCaller for Business works.
3 Reasons why TrueCaller for Business Misses the Mark
If you use TrueCaller to brand and verify your calls, here’s how your verified business call shows up on your customer’s phone.
If you look closely, here’s what you can see.
1. Spam labeling on verified calls
Though the call has your branding and identity, it also has a crowd-sourced spam label attached to your name.
This labeling is doing your brand no favors.
2. Missing context
Sure, your customers know it’s you who’s calling. But… there’s no way for them to know exactly why you’re calling. And this context matters — especially when you think about your premium customers. It’s the right context that determines how your existing customers work with you.
3. It does more for TrueCaller’s perception than yours
Today’s customers care about security. And they’re watching you to see how you secure them.
A commitment to security FROM YOU can spectacularly burnish your brand reputation.
But with third-party identity verification, solutions like TrueCaller gets all the credit for securing customers.
TrueCaller’s large customer base and its crowd-sourced approach might work for consumers — but this is the very reason it could do your business more harm than good.
Even a few hundred users labeling your call as spam could impact how your premium customers feel about the next call from you.
By sheer design, there’s little you can do to compete with its crowd-sourced scam/spam labeling approach – despite paying to verify your identity
The Alternative: Stop Relying on Third-Party Solutions
Voice calling is about trust. In increasing digital engagement models, it’s the one channel you can’t compromise on to build better relationships with your customers.
But with burgeoning voice scams, your customers are far more at risk – and naturally – far more discerning.
Your customers want to hear from you.
- 58% wanted to be alerted about a problematic or possibly fraudulent transaction
- 49% want to be alerted if their credit card is up for renewal
- 47% want to receive information on a new launch or service
- 44% want to receive personal offers
(Source: Avaya Banking Survey)
You need to build trust and credibility – with every call you make to them.
And you can’t afford to be at the mercy of third-party apps like TrueCaller to do that.
The Way Ahead: Taking Control of Your Voice Identity
The solution is an active approach to securing your voice channel and closely integrating it with your digital channels.
Your existing mobile apps and website can help you.
This is especially true in the financial sector.
In 2022, it was found that more than 80% of Indians with a bank account use mobile banking apps after the Covid-19 pandemic (Source: Business Insider).
These are the most informed, educated, well-to-do, and influential customers in the country.
When they trust you, you have to make it count.
A big part of this is also securing your customers from scams that spoof and use your identity. You need to make sure that your customers can check the legitimacy of every call they have with you.
Security is complex. It’s what you do, and how you appear.
We can help you be secure on the inside and trustworthy on the outside.
At Assertion, we’re committed to helping companies see a direct impact on call answer rates, experience better integration of their voice channel data, and secure their customers and themselves from voice scams.
Assertion® SecureVoice™ gives you complete control and visibility into each incoming call and every outgoing call from your company. This means that you now can
- Increase outbound call answer rates by verifying your calls
without using third-party apps - Prevent vishing and impersonation calls on your customers
with live identity assurance capabilities integrated into your website or app - Secure your business, employees, and data from voice scams and attacks
by screening every incoming and outgoing call in real time
You can see all this in action – in your setup.
Sign up for a 30-day no-obligation trial of Assertion® SecureVoice™.
Email us at sales@assertion.cloud