Call Masking: Know Meaning, Benefits, Use Cases & Why to Use

What is call masking?

Call Masking, also primarily known as number masking or phone number masking, is one of the best solutions to maintain the customer’s privacy and identity without getting their personal data misplaced. It allows two-way communication between you and your customers without exposing their phone numbers.

The number masked by both parties provides one sort of relief to each other by creating a secure environment. The call masking allows people to connect with each other for a given period of time.

Purpose of Call Masking

Data privacy is one of the primary concerns of the customers where they don’t wish to share certain information with businesses and brands in a belief that they might fall into cyber-attacks and data breaches. To avoid such chaos and protect customer data, call masking is used to safeguard customers’ privacy.

What are masked phone numbers?

Masked phone numbers are commonly referred to as proxy, anonymized, or cloaked phone numbers. It is used to hide the private phone number, and it forwards the call to the actual eventual destination. There are chances where sharing the private number is the real friction. In that case keeping your number private is the need. When the phone number is masked, it protects the privacy and personal data of both parties.

Why is call masking important?

We all know that businesses without telephone answering services will miss phone calls, so if you think that your business doesn’t need a call masking solution, think twice. Using Route Mobile’s call masking solution automatically boosts long-term customer loyalty and also enhances the customer experience with our solution. The customer data is also protected across interactions as the call interactions that have been done are through Route Mobile’s server with end-to-end encryption.

How does number masking work?

In order to maintain customer privacy and keep the number anonymous, call masking is used. For instance, if a customer calls through your business application to another person and you don’t want them to know each other’s number, then the number is masked via call masking software. If a customer clicks on ‘call customer’, the call is routed through call masking, and when the number is forwarded to the recipient, he sees a different number which is a masked number.

Benefits of Phone Number Masking:

Enable secure interactions: –

Many customers fear a lot of private data getting misplaced or misused by businesses. But Route Mobile’s Call Masking solutions enable a secure interaction with a brand that curbs all the vulnerable loopholes customers feel. You can easily connect with your businesses without fear of data breach and have identity protection.

Active Customer Engagement: –

Customers get uncomfortable sharing their personal numbers, so when call masking is being used by the brand that time it becomes handy for them. It also somewhere boosts brand recognition and the value of the brand within the customers. Helps attract potential clients by getting customers’ trust.

Real-time Data Insights: –

This one solution is capable enough of sharing a lot of real-time customer data insights with you. With this, you are able to gather the performance of the agents and the data and analytics to optimize your services. You meet all the communication requirements at minimal cost and indirectly allow you to save money.

How is Call Masking different from a virtual number?

We often end up confused between call masking and virtual numbers, and the basic difference between them is that call masking is done temporarily, and the virtual number is done permanently. The call-masked number can be reused again and again, but the virtual number is to provide a local touchpoint and to curb long-distance calls.

Use cases for Call Masking:-

Call Masking is used in various industries, listing down some use cases for call masking.

Ecommerce: –

Call masking in e-commerce is often used in delivery services and online shopping portals in order to track leads. For instance, in the delivery service, the delivery agents require the customer’s address to deliver it to the required address, and in case the address is incorrect or the delivery agent is not able to locate it properly, then they might call them. When the delivery agent calls the customer, the original number of the delivery agent is masked, and also, the customer can call back on the same number.

Healthcare: –

With all the consultations going on calls, video calls, and messaging, the doctors also feel that they might get bombarded with many calls. Many doctors have started using call masking solutions where the patient can call the doctors directly and take voice call consultations with their respective doctors. Once the call is done and after a speculated period of time, the number becomes invalid. This way, doctors are able to maintain the privacy of the phone number.

Ride Sharing: –

When we book on a ride-sharing app, that time to connect with the driver to tell him the exact location, we often call them. The passenger can call the driver without hesitating that his personal number will be shared because the number has been masked. This way, you can easily connect with your driver and share information effortlessly.