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First, mobile devices took over our phone calls, then they became integral to managing our calendars and social lives. It was only natural that, eventually, these devices would also begin to influence our shopping habits and how we handle payments.
In the North America, e-commerce now makes up roughly 30% of all retail spending, amounting to over $120 billion annually – almost twice its value in 2017, according to the International Trade Administration.
While much of this revenue comes from direct website sales or social media platforms, a significant share still comes from phone transactions. Many customers continue to prefer placing orders and making payments over the phone.
Beyond payments, more than 60% of consumers state that they would rather call a business when they have a question, even if the company operates online. This reliance on phone calls for customer service and certain transactions underscores the ongoing importance of phone communication in the e-commerce world.
But why do phone interactions remain so crucial and valuable for both companies and customers in the e-commerce space?
Barriers to making a purchase can range from a confusing checkout process to long waits when trying to buy something over the phone.
If simple phone interactions are causing your business to lose sales, investing in a professional telephone answering service is essential.
Whether customers are struggling to find the information they need or can’t complete a purchase due to lack of phone support, the business ultimately bears the consequences.
At YourReceptionist, we offer excellent customer service when you’re unavailable to answer calls. Many calls we handle are from new clients making inquiries. Our agents accurately gather details based on your specifications, allowing you to easily follow up. This outsourced call answering service ensures that leads from search engines are captured and promptly returned. It’s a smooth process, and we highly recommend it.
The customer experience encompasses everything that happens before, during, and after a purchase. Any issues along the way can lead to lost sales or even returns.
Personalization is a key component of today’s customer experience. In fact, customers are willing to pay up to 13% more for the same product if their experience is exceptional. A significant part of this is how customers are treated when they call your business.
Relying on automated systems or voicemail won’t provide the personal touch that encourages customers to pay a premium. Instead, it may push them toward a competitor who offers better service.
It’s clear that when customers have questions about a product, many prefer to pick up the phone for answers.
Even if your website includes a detailed FAQ section or offers live chat support, there will always be those who want to speak directly with a real person.
This is often because customers feel they’ll get a quicker response by calling rather than sending an email and waiting for a reply.
Having knowledgeable staff available to provide immediate answers can significantly increase the chances of closing a sale. If customers are left waiting too long for a response, they may find a better deal elsewhere or decide not to make the purchase at all.
Nearly 75% of consumers identify as "omnichannel shoppers," meaning they adapt their shopping methods to whatever is most convenient for getting the product they want, including placing orders by phone.
While phone orders may not be as dominant as they were during the heyday of catalog shopping, they still contribute a substantial portion of revenue for e-commerce businesses that offer this option.
Keeping track of customer interactions is essential for creating personalized experiences that customers expect and businesses aim to deliver.
By integrating a professional call answering service with your e-commerce CRM, you can ensure that all customer communication is logged and easily accessible. This enables you to tailor offers or discounts based on previous conversations and customer behavior.
For instance, if a customer had a less-than-ideal experience in the past, your CRM data can help you identify them and extend a special offer to win back their loyalty.
G2 reviews on the best CRM here
Offering exceptional customer service to new buyers can set your business apart, and a phone answering service is a great way to add a personal touch. It provides a human voice to represent your e-commerce business, making your service feel more approachable.
If you're in the e-commerce industry and interested in learning more about our services, feel free to give us a call at +1 833-415-3341 for a friendly, informal conversation about your options. You can also explore our website for more details.
