The origin of missed call marketing is based on the way people in the Indian subcontinent communicate. Brands have been cashing in on this by customizing the response to a simple missed call. A missed call can be followed by an SMS, another call, or a combination of the two.
Cost
The customer incurs absolutely no cost. Missed call services increase engagement.
Customization
A missed call can be followed by a variety of actions – another call, a text message, an affirmation etc.,
Analysis
The actions are all trackable and can be easily analysed.
Missed call to a virtual phone number is usually followed by an SMS alert with the information requested. One industry that has done this perfectly is banking.
Missed call alert is a better alternative to OTPs for customer verification. Ask them to verify their phone number by giving a missed call to a number.
You can ask customers to opt in or opt out of your promotional campaign list using missed calls.
This works brilliantly, especially in the case of people who do not have access to the internet or any other forms of communication. A simple mobile phone is the primary way for them to reach out to people.
Media and TV shows have made the best use of missed call marketing campaigns to build non-intrusive engagement with customers.
Missed call is an easy way for NGOs to garner support for their cause.
In the case of cash-on-delivery (COD) orders, send an SMS with a number on which they can give a missed call to confirm the COD order.
Once a person gives a missed call on the number, they will receive an SMS with the link to download the app. Thereby, it eliminates the extra step that the users need to do – search, look for the right app etc.
It is important to complete the feedback loop with your customers. Missed call marketing campaigns are an easy way to do this.
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Missed call service is a simple way for a customer to contact you without spending a single paise. They can express their interest by simply giving you a missed call. You will have a log of their phone number, which you can use to contact them back, either via an SMS, IVR call or a telephone conversation.
Typically, businesses use this in promotional campaigns, opt-in or opt-out services, community support initiatives etc.
The customer makes a call to your virtual number, as seen on your ad
The call gets disconnected as soon as it lands on your virtual number, which ensures they’re never charged for it
The caller’s contact information is saved to your database
You can also set up an automated callback or SMS to acknowledge the missed call, thank them for their interest, confirm a callback etc.
It is the easiest, simplest, cheapest and most convenient way for a customer to contact you. In India, people have long been used to giving someone a missed call as a way to elicit a callback. With a missed call service, you remove all obstacles the customer might have in contacting you.
You also build an opt-in database of customers and prospects you can contact later if needed.
So far, Exotel customers have used the missed call service in the following ways:
Lead generation: A prospect gives a missed call on the number provided on a newspaper or billboard to express their interest in your product/service
Subscription: An existing customer gives a missed call to subscribe to regular updates; this could be SMS alerts, email newsletters, upgrades etc.
Voting: A user can register their vote to a social/political campaign by giving a missed call
Customer feedback: Brands can collect customer feedback by inviting them to give a missed call. If the customer does not like the service, they can give you a missed call, so you can take action on their grievance
Customer support: Any customer who needs help with their product can give a missed call to request a callback from your agents
Coupon claiming: A customer can claim their discount coupon by giving a missed call. You can automatically respond to missed calls by sending an SMS with the coupon
The most significant benefit is in encouraging your customers to contact you for free. Whether they need to claim an offer, redeem a coupon or request a callback, missed call service will eliminate all barriers to reaching you. This will:
Increase engagement: More customers will contact you for a wide range of reasons. They will feel more comfortable seeking help.
Reduce costs: Unlike a traditional contact centre, you don’t need to have agents available at all times. Customers can give missed calls when they need to, and you can call them back during working hours.
Yes, you can. The virtual number will be deactivated, and the customer will not be charged.
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