International DIDs: Key to CX Success Globally

Posted on March 24, 2020 by Sascha Mehlhase

This article is condensed and originally appeared in No Jitter.

As business is conducted on an increasingly global scale, establishing a local presence everywhere is imperative.

How businesses engage with customers, and the level of support they provide, can severely impact a brand’s long-term success. For example, research from PwC suggests that one in three customers will leave a brand they love after just one bad experience – while 93% of them would completely abandon a company after two or three negative interactions. To retain customers and remain competitive, businesses must invest in technologies that enable the widest range of customers to communicate seamlessly with the brand.

Since nearly 96%of the world’s consumers live outside of the U.S., according to the U.S. Small Business Administration, businesses are under increased pressure to deliver customer experience (CX) strategies that support a global audience. To accomplish this goal, and create enhanced global CX, businesses need to partner with carriers and communication service providers (CSPs) that can support their growth, secure return on investment (ROI), and help them compete in the global market.

For example, CX and IT decision makers should look to their carriers for international direct inward dialing (DID) numbers. DIDs are virtual numbers that allow carriers to route calls directly to an existing phone number, like an invisible extension. They provide businesses with local presence in new or existing markets by utilizing local numbers, regardless of the originating call or number’s location. By leveraging these numbers, businesses strengthen their global communication strategies and offer more control and flexibility over ways to interact and engage with customers.

Below are three specific benefits businesses can secure by integrating international DIDs into their global CX strategies.

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