With today’s family calling plans everyone in the family can carry a cellphone. In fact, several years ago we disconnected our land line and we now stay connected to our friends and family via those little flat, rectangular boxes of technology in our pockets that we call cellphones. While this makes it easier to reach my family at any given moment, it also makes answering the question, “What is your home phone number?” nearly impossible. With five phones in the family, which one is our primary number, and does that change based who’s filling out the form?
The average U.S. household has 3.5 phone numbers.
If it’s confusing to you to keep all of those numbers straight, then you can imagine the complexity involved for big business to keep data current to identify customers. The number of phones per household continues to grow, and we now have the ability to port numbers from one person to another. Wouldn’t it be great if companies could tie all that data together and identify a customer based on any one of those household numbers?
When you call a company’s IVR from a mobile device or a new number, chances are those businesses, with which you may be a long-time customer, are having a hard time identifying who you are — and then you’re unable to quickly access the services that you need. When a business can’t identify you, it increases call time, drives up operating costs and in most cases, can reduce customer satisfaction.
Twenty-seven percent of U.S. households are now mobile-phone-only, up from 14 percent in 2007.
With the culture shifting to a mobile-driven world, these issues are creating a strain on companies that are trying to keep their consumer data updated and relevant. More and more companies are now accessing learning databases that can identify and verify callers no matter which family member’s phone you may be calling from.
Customers, like you and me, want a personalized experience. We can still have it if companies can keep up with all our phone numbers.