Global cloud communications software and solutions provider IMImobile PLC, has joined Google’s programme for Verified Calls, which 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 therefore spend $1.3 trillion on 265 billion customer service calls each year yet 87% users will not answer the phone unless they recognise the callers’ number as fraudulent calls continue to be a significant issue.
Verified Calls solves this problem by displaying the verified identity and branding of the business as and when the call arrives on a consumer’s device. Furthermore, the purpose of the call is also displayed providing additional context to consumers. Verified calls increase consumer trust and reduce customer service costs by reducing the number of unanswered calls.
Sudarshan Dharmapuri, EVP Products at IMImobile, explains: “We’re excited to now support Verified Calls and be part of Google’s program. 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.”
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. Verified Calls is initially rolling out in the US, Mexico, Brazil, Spain and India, with more countries to come.