Global Call Forwarding serves businesses in more than 160 countries with Zoho SalesIQ
About Global Call Forwarding
Global Call Forwarding, a subsidiary of the telecommunication giant United World Telecom, is a cloud phone service that provides local and international toll-free numbers to businesses and enterprises in more than 160 countries. They enable companies to purchase reliable virtual numbers to receive and make high-quality international calls without commitment.
Challenges
Global Call Forwarding isn't new to the world of live chat software. When talking about the challenges, Luke Genoyer, Sales & Marketing Manager, Global Call Forwarding, said, "Prior to Zoho SalesIQ, we were using an obsolete live chat tool. The chat widget looked very dated, was not customizable, and was not mobile-friendly at all. The appearance of the widget and chat window was an eyesore, especially as we had been making changes to make the front end of our website appear more modern. But more importantly, the live chat was missing a lot of key features and functionality."
He listed a few more issues they encountered with their previous live chat tool:
- They weren’t able to monitor website traffic or proactively engage website visitors. They also didn’t have access to detailed reporting about agent activity or customer feedback.
- They had to host the tool on their own servers, which meant that agents had to connect to their network to log in.
- On top of that, it was impossible to contact the service provider for customer support.
How did Global Call Forwarding come across Zoho SalesIQ?
"We have been using Zoho CRM since early 2020. It accomplishes everything we need from a CRM and is very affordable, considering its reliability, speed, and all the available features. When the time came to search for a new live chat tool, we considered Zoho SalesIQ right away. "
- Luke Genoyer, Sales & Marketing Manager, Global Call Forwarding
The solution
Talking about how SalesIQ has helped them solve their challenges, Luke said, "We were able to implement a more modern live chat tool with better features and reporting."
They realized SalesIQ is more reliable than their previous tool, much more visibly appealing, and provided their management with better insights.
It has also helped their marketing department. They could see which high-intent pages prospects were visiting as well as the pages their leads visited prior to engaging with sales via chat. It helped them get a clear understanding of their most effective website funnels and customer progressions.
"The onboarding and implementation process of Zoho SalesIQ was very smooth. We were able to sign up, customize the tool, and install it on our website in less than a day. The chat interface is intuitive, and the implementation was very timely. Our chat support agents also quickly and easily grasped SalesIQ."
- Luke Genoyer, Sales & Marketing Manager, Global Call Forwarding.
Luke rated SalesIQ's support team highly and said they're very happy with the support's overall response. He said, "In the few times that we have raised support queries, they have been dealt with quickly. The additional follow-up from Zoho support after issues have been resolved has been remarkable. After a minor issue was resolved, the support team checked in with us several times to see if we were still facing trouble and if there was anything else they could help with.
Global Call Forwarding building a future together with Zoho
Talking about their future plans with Zoho, Luke said, "We’ve been very happy with Zoho’s Cloud Software Suite (CRM and SalesIQ). When it comes time to upgrade our in-house ticketing system, we will consider using Zoho Desk. We’re also in the process of building a cloud telephony integration through Zoho’s PhoneBridge Partnership program."
FAQs
What is Zoho SalesIQ, and who is it for?
Zoho SalesIQ is a live chat and chatbot platform that helps businesses of any size connect, convert, and retain customers for life across websites, social media platforms, and mobile apps.
How can chatbots help the telecommunication industry?
In the telecom industry, where services are often wide, complex, and require customization, customers and prospects expect instant, hassle-free support. Zoho SalesIQ's chatbots can handle common queries 24/7, qualify leads by tracking high-intent pages, proactively engage visitors browsing key product pages, speak the language of the customers, and route them to the right sales or support agent, all without making them wait.
Global Call Forwarding, a cloud phone service provider serving businesses in 160+ countries and one of Zoho SalesIQ's customers, saw this firsthand. After deploying SalesIQ, their ability to handle visitor queries increased by 36% per day. This allowed their sales team to stop chasing every basic question and instead focus on high-intent visitors.
Is there a real ROI when telecommunication industry invest in chatbots?
Yes, there is a real ROI when telecom companies use chatbots. Global Call Forwarding, one of Zoho SalesIQ's customers, reported measurable results after switching to SalesIQ:
- Ability to handle visitor queries increased by 36% per day.
- Sales numbers improved as customers were more likely to reach out via chat, especially on mobile.
- Inbound chat requests increased, along with proactive engagement on high-intent pages.
- Marketing team gained clear visibility into the most effective website funnels and customer progressions.
Their previous tool was outdated, not mobile-friendly, and lacked basic features like traffic monitoring and reporting. After switching to SalesIQ, the impact on both sales and support was immediate. This is measurable and real ROI.
How does live chat help retain customers for the telecommunication industry?
In telecom, customers have plenty of alternatives in the market. If they can't get help quickly, they switch. Live chat gives them a real-time, low-friction channel to get answers, whether they're on a desktop or a mobile device, building the trust needed to keep them around.
For example: Global Call Forwarding uses SalesIQ's live chat to engage visitors across both mobile and desktop. Their team can see which pages prospects are browsing, proactively reach out on high-intent pages, and provide instant support. This kind of timely, context-aware engagement keeps customers from slipping away to competitors.
What's the best live chat platform for the telecommunication companies right now?
Among other market choices, Zoho SalesIQ is the preferred live chat platform for many telecom companies because it combines live chat, AI-powered chatbots, real-time visitor tracking, proactive engagement triggers, multilingual capabilities, and CRM integration, everything a telecom company needs in one place.
On top of these, SalesIQ works seamlessly across mobile and desktop, which helps the agents to take care of customer queries on the go.
What should the telecommunication companies look for in a live chat/chatbot platform?
If you're a telecom company looking for a live chat or chatbot solution, here's what to look for:
- An AI bot with multilingual capabilities to handle queries round the clock from a global customer base
- Real-time visitor tracking that shows which pages prospects are browsing and their intent level
- Proactive engagement triggers to reach out to visitors on high-intent pages before they leave
- In-built audio call support as customers may just want to connect over a call for instant support
- A mobile-friendly app that works seamlessly across devices and helps agents pick up the chats/calls on the go without missing.
- Detailed reporting on agent activity, customer feedback, and website funnels
- Seamless integration with your CRM for lead tracking and follow-ups
And above all, reliability and uptime should be non-negotiable, especially when you're serving customers across multiple countries.