One of the common predicaments many ecommerce shop owners face is deciding whether or not they should get a phone system for their business. Since almost all business transactions and communications can be done online (answering inquiries, completing purchases, etc.), most people think that a phone solution is an unnecessary business expense. However, nothing could be further from the truth.
Here are some of the reasons why it would be advantageous for an ecommerce store or business to invest in a reliable phone system.
Learn more about customers
Nothing reveals more about your customer than a meaningful and helpful conversation and active engagement. While face-to-face conversations are the most effective, phone conversations can be just as helpful in gaining insights about your prospects and clients. This is especially crucial in the infancy of your ecommerce business because it helps you to build trust and a good rapport with your customer base.
By talking to customers over the phone, you will be able to gain a better understanding of who they are, what their needs are, their likes and dislikes, and obtain other information that would otherwise not be apparent through email or chat. Plus, with Voice over Internet Protocol (VoIP) phone features like call recording, call analytics, and Customer Relationship Management (CRM) tool integration, getting the data you need to improve and market your product or service becomes easier.
Answer inquiries and resolve issues quickly
Online shopping is very popular because it’s fast, easy, and convenient. Consumers can shop from the convenience of their own homes using their computers or mobile devices. They are no longer restricted by store hours, travel time, traffic, or other distractions. And when issues arise, customers also want the fastest, easiest, and most convenient way to reach a business - and that is often through a phone call.
Unlike sending an email, calling a business helps consumers resolve their issues or queries on the spot. It connects them to a live person who can answer their questions or provide them with a solution. And even if an ecommerce business doesn’t have enough people to handle phone calls, VoIP features like auto attendant, call hold, music on hold, and more can help them easily manage and route calls without having to hire more personnel.
Prove you are a legitimate and trustworthy business
For ecommerce stores that specialize in high-end or luxury items, a business phone number is one thing you can’t afford to pass on. Many customers and online shoppers consider buying expensive items online to be a risky endeavor. That’s why a majority of customers will want to talk to you first before they purchase an item to solidify that you are a legitimate business.
Publishing a phone number on your website allows prospects and customers to reach you, verify whether you are a trustworthy business, and get their questions answered. Knowing that there is a real person behind an ecommerce website also serves as an assurance to customers, knowing that they can always contact you in case something goes wrong with their purchase.
But isn’t email enough?
In all honesty, no. For many ecommerce stores, email has always been their go-to method for communicating with customers. And while it saves businesses time spent on answering phone calls, email is nowhere near as immediate or as personal as a well-placed phone call. And with various affordable VoIP services, business phones are also more cost-efficient, versatile, and feature-rich now more than ever. So take the time to invest in a feature-rich, cost-effective phone system to give your business the extra validity and competitive edge it needs.