4 Ways Phone Answering Services Can Benefit eCommerce

The quality of customer service plays a vital role in the growth and sustainability of a business.

Positive word of mouth and excellent communication is significant for the marketing aspect of an eCommerce business, as it garners trust among potential buyers about the legitimacy of the company. Notably, eCommerce stores gain more from this because of the nature of their business.

As the owner of an eCommerce business, a large portion of your time is generally spent on marketing and driving in sales. Money is what keeps the engine of the business running. Often, there is no time to waste on answering calls and solving customer queries, many of which can be answered by your staff members. It is not feasible to spend a large amount of money on a dedicated resource to man the phones.

A phone answering service (sometimes referred as live answering service) provides a solution to all of this, and more. It lightens the burden of accurately representing your business at all times.

Let’s take a look at the importance of a phone answering service for your eCommerce business.

1. Higher productivity

With the time-consuming duty of attending calls out of the way, your employees can concentrate on crucial tasks which generate revenue for the business. Answering calls frequently is an irritating distraction that lowers productivity among employees, amidst a sea of meaningful work.

For small eCommerce businesses that rely on a handful of people to keep the firm functioning, asking your team to handle phone calls while working their primary job may prove to be cumbersome for them. This may lead to you losing money as it is not easy to efficiently multitask.

A phone answering service will remove the hassles faced due to handling calls; this will help you make more money while having your customer service run smoothly.

Related: Difference between phone answering service and call center

2. Lower costs

Hiring staff members to handle phone calls professionally is an expensive endeavor. For instance, you have to pay for their health insurance, paid leaves, fees for working extra hours etc. It also requires an investment of time to train them to represent your business adequately.

Equipment such as computers, phones and headsets to facilitate calls would also have to be bought. Phone answering services will save you the expenses mentioned above since you won’t need to hire someone full-time to address the calls.

Small groups of people run the majority of eCommerce businesses; a phone answering service will save you money and free up employees to give time to other valuable issues at hand. Simply put, you are outsourcing the job to reduce expenses while being able to focus on more important work.

3. Avoid missed opportunities

Many business owner face some rare situation when the phone is ringing the whole day. Answering services are a great tool in alleviating a decent amount of pressure on you and your employees.

Answering services have the capability of handling thousands of customer interactions each day; they can significantly help improve your customer service, providing each of the callers the attention they require.

Give this a thought, customers who are placed on hold or are directed to voicemail will not be satisfied by your service. They might call back later, or they could also contact a competing eCommerce business as well.

4. Personalized customer service

As the owner of an eCommerce business, it is vital to showcase authenticity and build credibility among customers. People who are new to online transactions are usually skeptical of buying from eCommerce platforms.

They have common queries, such as:

• How to get the information about order delivery status?

• Will customer service be helpful & attentive?

• What are the return and refund policies?

It is crucial for eCommerce businesses to hire a professional phone answering service as customers tend to be more comfortable and trusting when they are talking to a human. This is a bulletproof method to portray how professional you are while giving your brand a human touch.

The members of a 24/7 answering service will answer all queries in a professional manner. And since they’re not machines, quick decisions and modifications can be made depending on the specific customer query. This is an essential step in building a loyal customer base.

Strong first impressions are essential when it comes to attracting customers to your business. It is crucial to appear professional and focused on customer service as it increases the credibility of your service. Many prefer to interact with a live human when they call a business; a voice which is ready to answer to all of their potential customer queries.

Conclusion

Customers have to perceive your eCommerce business as established, trustworthy and customer-centric before they get on board. A phone answering service will significantly help your cause and bring growth to your business. If the customers are satisfied and happy, with time, your business will attain new depths of success.