Cloud communications software and solutions provider, IMImobile, is now part of Google’s program for Verified Calls, a system that enables brands to increase consumer trust and improve call answer rates by helping people understand the identity of a business calling them.
Consumers still rely on phone calls to communicate with businesses, especially for complex customer service enquiries. Businesses spend $1.3 trillion on 265 billion customer service calls each year, yet 87% of users will not answer the phone unless they recognize the callers’ number as fraudulent calls continue to be an issue.
Verified Calls solves this problem by displaying the verified identity and branding of the business when the call arrives on a consumer’s device. The purpose of the call is also displayed providing additional context to consumers, in turn increasing consumer trust and reducing the customer service costs associated with unanswered calls.
Verified Calls is a feature on Google’s Phone app, which comes pre-loaded on many Android phones and will be available for download starting later this week. It is initially rolling out in the US, Mexico, Brazil, Spain and India, with more countries to come.
Verified calls reduce friction and establish trust in business-to-consumer interactions, a theme that is central to our value proposition. We are delighted, to learn and build with the technology, influence the roadmap, and offer this additional capability to our customers.
Sudarshan Dharmapuri, EVP Products, IMImobile