As new technologies emerge, interactions between consumers and businesses grow more sophisticated and digitally available.
However, Businesses like cab hiring services, travel booking, ecommerce, online dating all are prone to data-related vulnerabilities.
To shield crucial data of customer contacts, modern-day business firms need robust, reliable number masking services.
Conquering growing insecurity and fear around sharing phone numbers is the primary challenge businesses need to combat since customers expect honest buy-and-sell service that keep their private phone numbers secure.
If not handled precisely, it may lead to unexpected spam calls, identity theft, scams and more. A banking report in India, suggests that hackers can gain access to your bank account and social profiles using phone numbers.
This is where cloud telephony for call masking sounds like a viable solution.
Solution gained
The call masking method works best for businesses that are compelled to share sensitive customer data to their partners or third-party agencies.
The purpose is to conduct direct communication without revealing customer identity and exact contact details.
Not only does this approach protect business information, but it also creates a smooth flow of transparent communication among buyers, merchants, delivery service staff, suppliers and drivers.
Thus, customers don’t have to expose their private phone number, and business can maintain its flawless integrity and reputation.
What exactly is Phone Number Masking?
The key to safeguarding precious customer data and privacy is through phone number masking which forms an essential part in Cloud telephony system.
In this arrangement, the software connects two people by means of using a bridge that authenticated a process of calling a customer.
This way, customer identity remains legal and unharmed.
Masked phone numbers help E-commerce agencies set drivers, delivery men, and third-party agents safely approach customers creating a solid and sublimated loop.
Cab hiring services and E-commerce especially capitalize on call masking solutions to ensure delivery person or drivers contact customers without accessing the exact number of both parties.
This is the principal mechanism with which disposable numbers generate vibes of anonymous communication.
When an E-commerce delivery person initiates a call by clicking on “call a customer” button, the IVR comes into play that asks them to place the order number. Once the order number is shared, the number masking solution in place will fetch the customer’s number from the database and let the call happen.
Number Masking Mechanism: How does it actually work?
To illustrate how things work in number masking service architecture, we are going to focus on a real-world situation that everyone has experienced. Let’s take the example of hailing a cab service.
Problem
Kevin would like to hail a cab but does not have access to internet connection to explore company’s app. He chooses to make a call to a number promoted by taxi-company and connects to a driver and informs him about the pickup station.
Solution and call process
The Cloud telephony system takes the request from Kevin and sends a confirmation to the company’s platform to solicit the next action. The company’s API coincides with the number masking solution for this process to occur. Then, the company’s platform responds.
The following actions are expected :
- Forward the caller to the driver after changing caller ID
- Give an auto-response audio: No cab drivers available at the moment please try later.
Based on the instruction passed on by the company’s platform, the cloud telephony system performs an action and connects Kevin to a driver. The platform architecture is designed to enable proxy phone number for a direct communication between Kevin and Cab driver.
Eventually, the driver receives a call with an anonymous caller ID and talks to Kevin. If allowed by the taxi company’s platform, the driver can also be able to give a call back to Kevin to update him about the delay or navigational route.
Top 5 Benefits of number masking
When sharing personal information, we worry about privacy and security. Number masking not only covers these benefits, but also offers more advantages such as:
- Uncompromised privacy and absolute security
Since the proxy phone number will cloud actual numbers by forming a bridge between business and customers, buyers can repose in the fact that their space will never be intruded and will be armored with inviolable security.
People want to appreciate privacy and anonymity in personal life and evade endangering their identity by losing their private phone number to unknown representatives.
Cloud telephony services are designed to hide phone numbers and mask it, which conveys to customers that you are always there to provide the excellent interactive environment.
- Customer experience
In the knowledge that their information is kept safe by means of disposable numbers, businesses can deliver a delightfully satisfying experience for end users.
Customers tend to give business to brands that offer comfort and assurance and deliver the great and rule out the bad.
“Masked phone numbers guarantee that all the calls received by customers are free from frauds and scams.”
- Transactional safety
One of the benefits of call masking solution is an absolute safety of transactions. When numbers are masked, businesses can comfortably safeguard digital transactions by keeping them within the frontiers of platforms, which enhances the overall safety of monetary exchanges.
Masked phone numbers thus take over the action of platform-limited transactions, preventing buyers and sellers from unsound off-platform transactions that may lead to false operation.
- Unshackle from spams
In the absence of cloud telephony system, customers are prone to receiving spam calls and emails that nag them constantly. However, with special numbers provided by Cloud telephony providers, businesses can be confident that they are specially verified for legal use and protect business information. Customers, on the other hand, will not receive spam and can effectively hide phone numbers from the reach of spammers.
- Detailed call records and reports
By means of call recording and call tracking system afforded by Cloud telephony providers, it is possible to monitor each call initiated to customers and report the conversation.
As a result, businesses can establish sheer transparency about agent’s ability and actions through real-time call reports.
Such number masking solution also enables complete incoming call tracking and confirms whether an agent has indeed contacted customers. They can also be aware of customer feedback and improve their existing service by allowing customers to share their experience and service quality.
Conclusion
Number masking service is not just a luxury, but its pros indicate how important it is for businesses to essentially implement it as a powerful customer retention solution.
By using call masking services, you can steer clear from the need to employ a human operator to connect two parties.
It offers a solution to hide phone numbers of buyers when they attempt to contact an unknown business representative or when an agent approaches customers.
Tackle your existing business challenges and protect sensitive customer data with masked phone numbers.
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