Why Your eCommerce Business Needs the Best Online Phone Answering Service
Why Your eCommerce Business Needs the Best Online Phone Answering Service
Blog Article
Introduction
Customer service is very important for any successful eCommerce business. When customers have questions about a product, want to track their order, or need help with a problem, they expect quick and friendly support. But as your business grows, handling all these calls can become tough. That's where an online phone answering service comes in—it's like having a team of helpers who answer your calls and take care of your customers.
An online phone answering service is a virtual solution where trained representatives handle your customer calls. They make sure every call is answered and every customer is happy. In this post, we'll explore why this service is a must for eCommerce businesses, the benefits it offers, and how to choose the best one.
---
The Benefits of an Online Phone Answering Service
1. Better Customer Experience
A good customer experience is key to keeping your customers happy and coming back. Here's how an online phone answering service helps:
- Available 24/7: Customers can call anytime, even at night or on weekends. This is especially good for online shoppers who might be browsing late. (Forrester found that 73% of customers think customer experience is important when deciding to buy.)
- Less Wait Time: With a team answering calls, customers don't have to wait long. (Harris Interactive found that 75% of customers think even one minute on hold is too long.)
- Personalized Service: Representatives can greet customers by name, understand their needs, and offer solutions. (Bain & Company found that customers who feel valued are 60% more likely to return.)
2. Improved Operational Efficiency
As your business grows, managing many calls can be hard. This service helps by:
- Handling Many Calls: During busy times like holidays, your team might get overwhelmed. An answering service ensures every call is answered. (Holiday sales can increase by 20-30%, as found by Adobe.)
- Focus on Important Tasks: Your team can focus on things like product development and marketing. (Gartner reported that outsourcing can boost productivity by 10-20%.)
- Consistent Communication: Even when busy, the service keeps communication professional. (McKinsey found that consistent communication can increase customer retention by 40%.)
3. Boosted Sales and Revenue
This service isn't just for answering questions—it helps sell more:
- Capture Leads: If potential customers can't get answers, they might leave. Answering all calls means more sales. (BIA/Kelsey found that 61% of local searches lead to calls, and 59% result in purchases.)
- Reduce Cart Abandonment: Quick help can answer questions and encourage customers to complete their purchases. (Baymard Institute found the average cart abandonment rate is 69.57%.)
- Upsell and Cross-Sell: Representatives can suggest related products, increasing order value. (Forrester found this can boost average order value by up to 30%.)
4. Scalability and Flexibility
Your business changes with seasons and trends. This service adapts with you:
- Grow with Your Business: Whether you get 100 or 1,000 calls, the service scales. (Gartner found that scaling operations can increase efficiency by 20-30%.)
- Handle Seasonal Spikes: The service ensures you're ready for busy times like Black Friday. (Adobe reported a 20% year-over-year increase in Black Friday sales.)
- Multilingual Support: Serve global customers in their language. (Common Sense Advisory found 75% of customers prefer information in their native language.)
5. Building Trust and Credibility
Trust keeps customers coming back. This service helps by:
- Professional Representation: Representatives speak in your brand's voice, creating a consistent experience. (Edelman found 81% of customers trust businesses that show purpose and values.)
- Consistent Communication: Every interaction is reliable and professional. (McKinsey found this can increase satisfaction by 20%.)
- Quick Problem Solving: Fast solutions keep customers loyal. (Harvard Business Review found quick resolutions make customers 70% more likely to stay loyal.)
---
Top Features to Look for in an Online Phone Answering Service
When choosing a service, look for these features:
1. 24/7 Availability: Ensure it's available all the time. (Forrester found 63% of customers expect 24/7 service.)
2. Customizable Scripts: Tailor scripts to your brand. (Gartner found this can increase satisfaction by 15-20%.)
3. eCommerce Integration: Works with your online store for easy access to customer info. (McKinsey found this can improve efficiency by 20-30%.)
4. Multilingual Support: Good for global customers. (Common Sense Advisory found 75% prefer native language support.)
5. Call Recordings and Analytics: Track performance and improve service. (Forrester found this can improve quality by 10-15%.)
6. Flexible Pricing: Plans that grow with your business. (Gartner found this can cut costs by 15-20%.)
7. Experienced Representatives: Trained to handle calls well. (McKinsey found training can boost satisfaction by 20-30%.)
8. Advanced Call Routing: Sends calls to the right person. (Forrester found this can reduce handling time by 15-20%.)
9. Real-Time Reporting: Monitor calls and response times live. (Gartner found this can improve efficiency by 10-15%.)
10. Secure Data Handling: Protects customer info. (Ponemon Institute found data breaches can lose 20-30% of customer trust.)
---
Addressing Common Concerns
Myth: "It's too expensive."
Reality: It's cost-effective. You pay only for what you use, saving money compared to hiring a team. (Gartner found outsourcing can cut costs by 20-30%.)
Myth: "It's hard to integrate."
Reality: It's easy to set up with platforms like Shopify. (McKinsey found integration can improve efficiency by 20-30%.)
Myth: "We'll lose control."
Reality: You set the scripts and tone, keeping your brand's voice. (Forrester found customized scripts can increase satisfaction by 15-20%.)
---
Conclusion
In today's competitive eCommerce world, great customer service is a must. An online phone answering service isn't just helpful—it's a tool to improve experience, efficiency, sales, and trust.
At Vgrow Solution, we offer virtual assistant and digital marketing services tailored for small business owners, realtors, entrepreneurs, and spa owners. Our goal is to help you grow with effective, affordable solutions. Ready to boost your customer service? Contact us to learn more about our online phone answering service and how it can benefit your eCommerce business.
Report this page