Contrary to popular belief, virtual telephony is a true revolution for customer relationship management. Using a virtual number is a marketing practice that goes beyond simply sharing information; it is also about building customer loyalty by continuously improving their experience with your company.

For a business to succeed, it is not enough to just sell; you must also retain existing customers and attract new prospects. This is why maintaining a strong customer relationship is so important—a task that can be easily managed through mobile telephony and virtual numbers.

What exactly is a virtual phone?

A virtual number is a phone number that does not require a landline or a SIM card to function. Hosted in the cloud, a virtual phone operates via the internet and is not tied to any specific physical device.

Instead, you can use your virtual number across multiple devices, provided they are connected to the internet. Your interactions and communications can be handled from any computer, smartphone, or tablet.

In general, businesses use virtual landlines to send and receive SMS. Since SMS is a highly effective communication channel, many companies adopt it to provide a better experience for their customers.

Virtual phone: why use SMS to effectively manage your customer relationships?

To ensure a strong customer relationship, the concept of immediacy is essential.

Customers should be able to make a complaint, ask for an opinion on a product or service, or chat with customer support as quickly as they wish. It is the company's duty to ensure this is possible in order to provide the best possible experience for its clientele.

This is only possible thanks to virtual telephony—specifically, using virtual numbers to send and receive SMS. This solution can become a trump card for providing quality customer service, with the consumer as your main priority.

Why?

Because the average SMS open time is less than 4 minutes

Using a virtual phone is an ideal solution for achieving effective, instant communication. SMS provides a sense of real-time interaction, which creates a pleasant experience for the customer by making them feel directly and personally connected to your company. This ensures they receive the best possible experience whenever they contact you or you contact them.

Because the SMS read rate is over 95%

Unlike other communication methods, such as email, the read rate for SMS exceeds 95%. By sending an SMS using your virtual number, you ensure that your message will be received and read by the vast majority of your recipients.

Because customer satisfaction increases after sending an SMS

By using SMS, you provide your customers with a communication channel that is easy, fast, effective, and simple to use. Whether you are contacting your customers or they are contacting you, SMS is the ideal channel to optimize your relationship, thereby increasing customer satisfaction and fostering much stronger loyalty.

Virtual phone number: What are the roles of SMS in customer relations?

To keep customers informed about ongoing service

With a virtual phone number, you can send SMS notifications to your customers. This allows them to stay updated on the status of their orders, claims, and more. This significantly improves the customer's perception of your business's after-sales service quality, while also highlighting the products and services you offer.

To provide a direct and fast information channel for your customers and prospects

Before purchasing products or services from you, your customers and prospects may have various questions. This creates a gap in information that needs to be filled quickly, which using SMS via a virtual number can address.

Thanks to a virtual number, your customers can contact you in just a few clicks, and you can do the same in return. Your customers will feel important, valued, and prioritized, which will certainly encourage them to return for future purchases.

To ensure customer satisfaction

To build customer loyalty, it’s the little things that count. It may be that before or after a purchase, your customers don't need any additional information and therefore won't try to reach you. However, sending a satisfaction survey via SMS is a wonderful way to show you care.

At the same time, you will be able to more easily identify why certain customers were dissatisfied, which will help you continuously improve your services.