77% of online shoppers want to chat before they buy
Posted: Thu Dec 26, 2024 3:48 am
E-commerce and communication
Call centers are not cheap: personnel, premises, various programs and equipment - all this requires investments that may not pay off. This is why e-commerce companies do not always pay enough attention to phone conversations with their customers and because of this they lose a huge number of potential deals.
There’s evidence to support this. According to a study conducted by IMShopping, 77% of online shoppers say they would like to discuss all the details with a company employee before making a iran phone numbers purchase. Another study found that 43% of all e-commerce transactions that started with a web search ended with a phone call. And yet many companies still don’t always provide their customers with the ability to contact them by phone!
The “Contact Us” form is not always the best option. As numerous studies show, half of the largest companies do not respond to potential customers. If your customers have questions before buying, what happens next? If customers want to talk to you and you do not provide them with a way to contact you or do not respond to them, you will most likely lose them forever.
Abandoned Cart
Every online retailer knows the pain of an abandoned shopping cart, but not everyone associates it with the fact that customers wanted to contact them before making a purchase but couldn’t. ComScore reports that 67% of shopping carts are abandoned before checkout. Companies are trying to combat this by running split tests, changing website designs, etc. But if 77% of online shoppers say they would like to talk to a company employee before making a purchase, chances are that when they got to the checkout stage, they had some questions that were left unanswered! Adding a phone number to the checkout page won’t solve all the problems. If you have several phone numbers and it’s unclear where and who exactly to call, or it’s almost impossible to get through to an operator, you will greatly disappoint your customer. They will simply leave your site and go to competitors with an accessible form of communication and competent operators.
What to do with the call center?
Some e-commerce companies have already realized that it is important to always be available to their customers. But the cost of renting premises and software associated with setting up a call center still raise doubts. And this is where a virtual call center comes to the rescue.
In such a call center, everything is stored in the created virtual system, so there is no need to install additional equipment. No additional staff is needed either - any of your employees can be an operator of the virtual call center, since a mobile, home/work phone or even Skype can be connected to the system. Taking into account the cost factor and the factor of no need to rent premises and equipment, any e-commerce company can use such a call center for its clients.
Effective call forwarding and interactive voicemail will also make a difference in whether your customers make a purchase. Whether they’re calling at the checkout stage or picking up the phone when they first land on your homepage, a virtual call center that can forward the caller to any operator can easily blur the line between a frustrated customer and a quick sale.
Call centers are not cheap: personnel, premises, various programs and equipment - all this requires investments that may not pay off. This is why e-commerce companies do not always pay enough attention to phone conversations with their customers and because of this they lose a huge number of potential deals.
There’s evidence to support this. According to a study conducted by IMShopping, 77% of online shoppers say they would like to discuss all the details with a company employee before making a iran phone numbers purchase. Another study found that 43% of all e-commerce transactions that started with a web search ended with a phone call. And yet many companies still don’t always provide their customers with the ability to contact them by phone!
The “Contact Us” form is not always the best option. As numerous studies show, half of the largest companies do not respond to potential customers. If your customers have questions before buying, what happens next? If customers want to talk to you and you do not provide them with a way to contact you or do not respond to them, you will most likely lose them forever.
Abandoned Cart
Every online retailer knows the pain of an abandoned shopping cart, but not everyone associates it with the fact that customers wanted to contact them before making a purchase but couldn’t. ComScore reports that 67% of shopping carts are abandoned before checkout. Companies are trying to combat this by running split tests, changing website designs, etc. But if 77% of online shoppers say they would like to talk to a company employee before making a purchase, chances are that when they got to the checkout stage, they had some questions that were left unanswered! Adding a phone number to the checkout page won’t solve all the problems. If you have several phone numbers and it’s unclear where and who exactly to call, or it’s almost impossible to get through to an operator, you will greatly disappoint your customer. They will simply leave your site and go to competitors with an accessible form of communication and competent operators.
What to do with the call center?
Some e-commerce companies have already realized that it is important to always be available to their customers. But the cost of renting premises and software associated with setting up a call center still raise doubts. And this is where a virtual call center comes to the rescue.
In such a call center, everything is stored in the created virtual system, so there is no need to install additional equipment. No additional staff is needed either - any of your employees can be an operator of the virtual call center, since a mobile, home/work phone or even Skype can be connected to the system. Taking into account the cost factor and the factor of no need to rent premises and equipment, any e-commerce company can use such a call center for its clients.
Effective call forwarding and interactive voicemail will also make a difference in whether your customers make a purchase. Whether they’re calling at the checkout stage or picking up the phone when they first land on your homepage, a virtual call center that can forward the caller to any operator can easily blur the line between a frustrated customer and a quick sale.