Mandatory Business Phone Number To Address Customer Grievances

  • August 1, 2016
  • 2 mins read

Internet adoption is exploding in India. According to an IAMAI report, while it took more than a decade for the Internet user base to increase from 10 million to 100 million, and three years to cross the 200 million mark, it took only a year for the user base to swell to 300 million from 200 million.

Another report from Google forecasts that non-cash transactions will exceed cash transactions in the Indian economy by 2023.

Given such massive shift in consumer behavior, the Ministry of Corporate Affairs has now made changes to The Companies Act 2013 to protect the interests of the new age “Internet Consumer.”

This change affects all businesses and startups which operate online.

If you are one of them, below is the list of details to be published on the “Contact Us” of each website:

  • Registered Business Name
  • Address of its registered office
  • Corporate Identity Number
  • Phone number (To address grievances)
  • Fax number, if any,
  • E-mail and the name of the person who may be contacted in the case of any grievances

To see how other startups are using Exotel for tracking calls with a single business phone number – click here.

A fashionable statement that is often made is that business phone calls are dead. But the reality is starkly different.

Even today, over 77 billion calls are made to B2B and B2C businesses regarding support, sales, inquiries and more.

It is important for your customers to trust you

When you buy something online, what are some of the things that make you feel comfortable about making a purchase? Is it reassuring symbols, like TRUSTe or VeriSign? Is it the trustworthy and professional look of the website design? Or is it that there’s an actual phone number you can call?

A small experiment showed that the addition of a simple phone number to the website increased the conversion rate.

Tools like IVR, easy call diverts, call automation, etc. give your customers the confidence that they’re dealing with a company that is trustworthy of their business.

In the case of dealing with customer grievances, a simple 4-minute conversation can achieve something 15 emails fail to convey.

We offer email, phone and twitter support to our customers and in our experience, nothing resolves a customer’s questions as quickly and as efficiently as a phone call.

Click here to use Exotel to power your business phone number.

Manisha Mishra

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