Voice
There’s perhaps nothing as distinctively personal as talking on the phone. Building bespoke voice experiences is a crucial way of communicating with your customers and enabling excellent experiences.
By integrating interactive voice response (IVR) with conversational artificial intelligence tools, you can create a scalable and personalized self-service experience that enhances resolution times and boosts customer satisfaction.
Twilio’s Voice API allows you to make outbound calls, set up call queues, customize call responses, and make inbound or outbound calls from your browser or applications. And in terms of security, it enables emergency call routing to public safety answering points, marked calling to protect sensitive data, and HIPAA and Payment Card Industry (PCI) compliance.
And with Lookup Reassigned Number, businesses can harness mobile-based intelligence to work out if the same user who previously owned a number is still the current owner.
Spam is another factor affecting compliance that needs to be addressed. First, you should ensure you are not a spammer. Secondly, you should ensure you are not inappropriately considered a spammer. For instance, behavioral analytics engines in the U.S. are increasingly labeling legitimate calls as spam and this reduces answer rates and increases call blocking because of negative reputation.
If you’re based in the U.S. and follow all best practices—but your calls are still labeled spam—add your phone number to the Free Call Registry. This registers your phone numbers for legitimate calls to major U.S. cellular providers.
Top tips for voice compliance
If voice is a part of your marketing mix now or in the future, check out the following resources to help ensure your compliance
Twilio Voice in action
“When a customer places a call into customer service, we can see the message exchange so we can provide better service. And because of Twilio, when you call we can pull up your information automatically.”
To maximize customer and shopper privacy, Instacart sends communications about deliveries and pick-up details using obscured phone numbers.
Customers can connect with Instacart whenever and however they choose, via voice, email, SMS or chat.
Instacart customer service has instant insight to customer orders, so the service can be continually improved.
Instacart delivers in 20 states and 375 cities, efficiently and compliantly fulfilling its 1 hour customer delivery promise.
