In the last few years, the e-commerce sector has witnessed rapid changes and developments. After 2020, the demand for online shopping grew exponentially. A majority of customers preferred to interact and transact digitally. Many new players joined the sector, which led to a surge in competition. And, of course, remote working became the new norm.
The above sudden changes brought new challenges and e-commerce companies need to look for new ways to keep pace with the changing world order. One such way is to leverage sophisticated communication tools and technology such as virtual phone systems. Now the question comes “What is a virtual phone system?”
A virtual phone system is a cloud-based business phone system that operates over the Internet instead of traditional phone lines. Users don’t need to depend on desk phones or physical phone hardware. Instead, they can use a virtual phone by using a laptop, reliable internet connection, and virtual PBX software.
In this blog post, we discuss the benefits of using a virtual phone system for e-commerce companies and how online retailers can leverage virtual phone systems to deliver enhanced customer experience. Read on and thank us later.
Benefits of Using Virtual Phone in E-commerce
When it comes to using virtual phone systems for e-commerce companies, the benefits are innumerable. Let’s take a look at some major benefits of using virtual PBX systems in e-commerce companies.
1. Professionalism
Be it small businesses or large e-commerce companies, virtual phone systems enhance business credibility and professional look. E-commerce companies can customize virtual phone numbers as per regions and countries to enhance trust and local presence.
2. Security
Not only do virtual phone systems offer a dedicated line for business communication, but they are also much more secure and robust compared to traditional phone systems. A virtual phone number signifies trust and security that cannot be matched by a public switched telephone network.
3. Cost Effective
A computer system, uninterrupted internet access, virtual PBX software, and a reliable phone service provider—are the only things a company needs to start a virtual call center. A regular and high-quality virtual phone system costs a lot less compared to any type of traditional phone system.
4. Scalability
Every e-commerce company, as they expand operations, must find ways to receive phone calls and incoming calls that increase over time. That’s where a virtual business phone system can come in handy. By using virtual phone service, it is extremely easy to add new virtual lines and features.
5. Sophisticated Features
When it comes to cutting-edge features, no one, whether it’s traditional phone systems or any other phone systems, can match virtual phone systems. Some features virtual phones offer are video calling, video conferencing, video meetings, team chat, unified communications platforms, skill-based call routing, call recording, auto attendant, interactive voice response system, session initiation protocol (SIP) based communication, and more.
6. Remote Working
After the pandemic, a lot of customer service agents in e-commerce companies had to work from home. After four years, remote working has become the norm rather than an exception. Besides, a lot of e-commerce companies have to allow remote work to overseas representatives across different time zones. That not only ensures a wide range of talent pool but also round-the-clock operations. Virtual phone systems are excellent for remote teams and remote agents.
Ways to Use Virtual Phone System in E-commerce
Virtual phone systems come as a boon for e-commerce companies. Here are some ways e-commerce companies can use it:
1. Customer Support
This obviously comes first! One of the major ways an e-commerce company can leverage a virtual phone system is by providing customer support. When customers call an e-commerce company’s virtual PBX number or business phone system, they can ask their queries, share their concerns, and resolve their issues. E-commerce companies need the right communication system to handle such types of incoming calls and provide the right customer support.
2. Order Tracking and Management
Order tracking and management is the process of tracking and managing customer orders from the start till the end. That means from the time the customer places an order to the time the package is delivered. Virtual phones can be extremely effective in tracking orders and managing each one of those methodically. Be it during or after business hours, the sophisticated features of the virtual PBX system equip both agents and customers to track and manage existing orders.
3. Automated Responses
In the e-commerce sector, where an average company deals with dozens (even hundreds) of customers every day, it is extremely crucial to send automated messages to acknowledge communication and transactions. Virtual PBX is extremely effective in sending automated responses.
4. Call Routing
When online shoppers call the business phone system of e-commerce companies, they want fast response and resolution. They won’t hesitate to switch from one e-commerce company to another if they don’t get the desired service. That makes it extremely imperative for e-commerce companies to route calls as effectively and efficiently as possible to achieve a high first-call resolution rate. The call routing feature of the virtual PBX system can come in handy.
5. Order Scheduling
Some customers prefer to schedule their orders for a later date. That’s known as order scheduling. A virtual PBX system enables customers to do just that! Customers can schedule orders either by interacting with automated systems or speaking directly with representatives. The streamlined business communication system enhances order scheduling via its cutting-edge features.
6. International Reach
For e-commerce companies, the ability to serve customers across the globe is extremely crucial. Let’s take the example of Amazon. What started as a small online marketplace for books in July 1994 not only became the number one e-commerce company in 20 years but also one of the most valuable companies in the world. Virtual PBX systems level the playing field. Every e-commerce company can serve customers across the world by leveraging the right virtual phone system.
7. Personalized Service
As per a recent study, three-fourths of respondents said that they are more likely to buy from an e-commerce company that offers personalized recommendations based on purchase history. By leveraging a sophisticated virtual PBX system, e-commerce companies can enhance personalized service. Whether it is sending personalized marketing messages and content or tailored product recommendations, virtual phone systems offer a wide range of personalized services.
All in All,
Virtual phone systems are extremely beneficial for e-commerce companies. When it comes to the applications of virtual phone systems, online retailers can leverage it for a wide range of purposes. If you are the owner of an e-commerce company, you must make sure to invest in the right virtual phone system.
