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December 27, 2013

Why eCommerce Business Owners Must Have a Toll-Free Number

eCommerce business is growing at a rapid pace all over the world as every day new merchants are taking their businesses online. Companies have realized the demand in the market for quality goods and they are leaving no stones unturned to make sure they can reach customers worldwide. The success stories of Amazon and eBay are known to everyone and start-up eCommerce businesses are hoping to make the same level of impact in the global marketplace.

When it comes to boosting sales and earning the trust of customers, several factors play a crucial role and one of them is how you let consumers contact your business. While there are several methods for buyer-seller communication, phone is the most used medium. Buyers contact an eCommerce company for various reasons. Some people call to clarify their doubts about a product, some call to know when an “out of stock” product will be available and some people ring your business to lodge complaints regarding their purchased items.

If you want to serve your customers properly and wish to earn their loyalty, you must buy a toll-free number for your eCommerce business and put it in the banner area of the website. You have to spend some money to acquire a toll-free number, but it is a calculated business investment.

If you still have doubts, read the advantages your eCommerce business can enjoy by having a toll-free number.

No charge for calling: When someone dials a toll-free number, the receiver pays the call charge, not the caller. Therefore, your target audience will not think twice before calling you and will appreciate your generosity. Customers will know you value their opinion when it does not cost them anything to talk with your customer care team. This respect shown to the customers transforms into customer loyalty.

Omnipresence: Some businesses earn huge revenue by projecting a “local” image, but not ecommerce businesses. People prefer to buy from an online merchant who is not based in a small city. A toll-free number does not reveal your office location and consumers all over the country can use the same number to get in touch with your customer care team by dialing the same number.

Credibility: Many e-commerce websites are popping up these days and not all of them are trustworthy. Since the birth of toll-free numbers, people have a common perception that toll-free numbers can be afforded by big merchants only. Over the years, the price of 1-800 numbers has decreased significantly, but the common conception remains. Therefore, when you post a 1-800 number on your site, buyers immediately think your company is one that is here to stay.

Easy to remember: A toll-free number can be formed in such a way that it can be easily memorized. Suppose you sell liquor online and use a number like this, 1-800-BUY-WINE. Since you have a start-up business, many customers may not remember your name, but they will hardly forget your contact number.

Round-the-clock customer support: An eCommerce website is open all the time, but it may not be possible for you to employ a customer care team that will remain active 24 hours a day. 1-800 numbers offer the call forwarding facility to merchants. Therefore, you can hire an off-shore call center for the night shift and forward all incoming calls to the offshore service provider. The callers won’t feel any difference and your business will run smoothly 24-7.

Customer satisfaction: Generally, customers speak for a longer period of time when they dial a toll-free number. This gives your sales team and customer care team a better opportunity to convince them to make a purchase. For example, if someone calls your office for information about a product, your sales representative can tell him all the features of the product. Sound explanation of the features and benefits of a product not only boosts sales, but makes the buyer happy.

Similarly, when a frustrated caller contacts you, the customer care representative helps him find a solution. Verbal communication is much more assuring and polite than e-mails. Therefore, even if the customer has some issues with the purchased item, he may come back to your site in future because you have allowed him to vent his frustration.

If you have an eCommerce business and are still using a local office number, then it is time to think about making the switch. Use a toll-free number for your online business and live your dreams.


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Mrunal Khatri is a technology enthusiast and researcher working with Cygnet Infotech , an application development company. His passion to explore market trends make him an able writer on the topics related to SEO, mobile development and SMO. You can contact him on LinkedIn.

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