How Virtual Phone Numbers Enhance E-commerce Contact Center?

Integrating virtual phone numbers is an effective solution for e-commerce contact center businesses willing to maximize customer engagement and reach new heights. 

Businesses must use modern tools and technologies to thrive and survive in this competitive contemporary world. Therefore, integrating virtual phones is essential because it enables businesses to connect with anyone worldwide using internet-connected devices at a cost-effective rate. Furthermore,  internet-based virtual numbers are very convenient to use and have advanced features that assist your company in increasing its sales and revenue.

This blog will discuss how virtual phone number enhance ecommerce contact centers. So, when you reach the end of this blog, you’ll have a comprehensive understanding of virtual numbers and their impacts on online retail customer service businesses.  

Let’s get started: 🚀

A brief overview of e-commerce contact centers and their importance in customer service

In today’s technology-dependent business era, companies must adopt emerging tools and technologies for increased efficiency and productivity. Integrating a virtual phone number is the easiest way to escape the hassle of managing a traditional phone system. It is an internet-based telephone service that offers businesses unparalleled flexibility in making and taking inbound and outbound calls with geographically diverse clients and customers from anywhere. Besides remote communication, it also helps streamline internal communication. They are not tied to specific phone lines, allowing companies to expand their business horizon in the international market. 

Virtual phone lines have cutting-edge communication features. By integrating digital phone numbers, businesses can undergo a beneficial transition. They assist companies in lowering operating expenses, eliminating physical hardware requirements, and handling repetitive tasks. This frees clients to concentrate on more complicated problems while increasing production and efficiency.

Online customer care companies heavily rely on e-commerce contact centers. They assist in taking inbound calls, responding to queries, and swiftly resolving problems. Similarly, they enhance the purchasing experience by connecting them to the appropriate agents to assist them until the checkout point. 

Virtual numbers also help you offer 24/7 consistent, individualized customer support to your online enterprises. They address and resolve clients’ problems and give them a sense of worth and attention. Thus, firms can cultivate solid and good relationships with their clients, enabling them to achieve new levels of success.

Types of virtual numbers for your e-commerce business

There are different types of virtual numbers that you can use for your e-commerce business. The four types of numbers are mobile, landline, toll-free, and local. Let’s discuss them in detail. 

1. Toll-free numbers

Toll-free or freephone numbers are telephone numbers with distinct three-digit codes that can be dialed from landlines at no charge to the person placing the call. This eliminates the need for high call charges for long-distance calls. If the customer places the call from a mobile phone, their service provider might charge them, depending on their plan.

Purpose: A toll-free number is ideal for customer service business or marketing campaigns.

Cost: The business pays the call charges, not the customer who placed a call.  

Advantages: Free calls increase customer calls and improve customer satisfaction.

2. Local phone numbers 

A virtual local phone number is a phone number that is not associated with a specific physical phone line or location but instead operates via the Internet. It represents a particular area in a city or state. The primary benefit of local virtual numbers is that they help build customer trust. International customers are more likely to trust a call from a local number and businesses to establish a customer base in the global market. 

Purpose: A local virtual phone number gives a local presence, building positive relations with global customers.

Benefits: It boosts customer response rates from local advertising and strengthens local branding. 

3. Mobile virtual number

A virtual mobile number works just like a regular mobile number. The significant difference is that virtual numbers are not tied to a particular phone, device, or address. Such mobile virtual numbers are usually given to the field agents, enabling them to reach customers from anywhere.  Employees can use a different Caller ID tag to differentiate their personal and work calls. 

It does not need a physical SIM card like a traditional phone system. You can integrate the virtual number using CRM or similar apps. 

Purpose: It offers unparalleled flexibility and facilitates mobility, allowing agents to make and receive calls from anywhere. 

Usage: Ideal for users willing to separate their work and personal calls. 

4. Virtual landline number

Virtual landline numbers consist of an area code and an eight-digit number, just like a local one. Such a number is beneficial for internal communication inside an organization and forwarding calls to other devices to ensure continuity in the work even when the employees are not in the exact location.

It is also a popular choice for small enterprises and sales organizations as their office phone number. 

Purpose: It helps your company to maintain a professional image.

Usage: Frequently used for both internal and external communication in professional settings.

How virtual phone number enhance ecommerce contact centers: Benefits

Today, many businesses are transforming into the e-commerce sector, and we are witnessing impressive growth in retail revenues. The traditional call center needs advanced features to handle high call volumes. Despite the innovation of cutting-edge communication technologies, phone calls remain highly favored by customers seeking to engage with companies.

 The top benefits of using a virtual number for an e-commerce contact center include:

I. Help Establish A Professional Brand Image

Conventional and e-commerce businesses must maintain a strong brand image to increase sales and customer retention. It also helps companies to attract new loyal customers. Expecting success is only possible if your products or services are known to the customers in the market. 

Therefore, employing modern technologies such as business virtual phone numbers is ideal for establishing a professional brand image. These numbers come with advanced communication features such as call monitoring, call routing, call analytics, Interactive Voice Response, auto attendant, voicemail, and many others that help to streamline the e-commerce contact center’s internal and external communication. 

II. Improved Flexibility

Virtual numbers provide excellent call management options because they are not tied to specific desk phones. You can use your phone exclusively to manage incoming and outgoing calls, send and receive messages, and participate in video conferences. Thus, you can handle or route calls even if you are on vacation or outside the office premises. 

III. Helps to Reach out and Target Global Customers

The primary benefit of using the virtual phone system is targeting global customers and clients, which becomes impossible with the traditional phone system. With the VoIP phone system, you can communicate with customers anywhere globally using an internet-connected device at a competitive rate. Using the virtual number, your e-commerce sales representatives can promptly focus on a particular nation, area, or prospect group.

Additionally, it supports customer representatives in providing outstanding customer service to the global audience using call routing, call queuing, and call analytics features.

IV. Scalability

The virtual phone numbers are highly scalable. You can quickly scale up or down the virtual phone system by adding or removing a user on your existing virtual phone number plan. If your company grows, you can swiftly upgrade your plan and get more virtual phone numbers without hassle. 

Expandability and adaptability help your business overcome the obstacles posed by geographical limitations and increase output across the entire organization.

V. Cost Savings and Easy Setup.

Virtual numbers are cheaper and faster to set up than conventional phone systems. Unlike traditional phone systems, they use Voice Over Internet Protocol (VoIP) technology, so they do not require expensive physical hardware. They also require lower upfront costs and minimal maintenance. Furthermore, they enable customers to carry long-distance and international calls at a competitive price. However, you need to ensure a high-speed internet connection while placing a call.

Additionally, the customer can only pay for their services as the providers offer a subscription-based payment method, eliminating unnecessary or high phone bills. 

VI. No Missed Calls

Missed calls can negatively affect a business’s profits and reputation, decreasing sales and disgruntled clients. Moreover, satisfying existing customers is more economical than continuously pursuing new ones. Thus, answering missed calls as soon as possible is crucial. By guaranteeing that every call is handled effectively and preventing missed opportunities, a virtual phone system can assist in improving customer service. With the help of this technology, businesses can better handle high call volumes and adjust to the changing needs of their clientele.

Additionally, businesses can improve customer relations, increase loyalty, and prepare for the long run by emphasizing good communication and call management.  

Conclusion

Your e-commerce company must have a consistent revenue stream to thrive in the competitive global market. Outdated or traditional methods and technologies must meet the current generation’s modern requirements. Therefore, virtual numbers are one example of how cloud-based technology can help your company outperform its competitors and achieve new heights.  

Integrating a virtual phone number in the e-commerce contact center provides an immediate contact channel to resolve customer queries or issues. It also gives businesses flexibility and advanced features to build trust with new customers unfamiliar with your brand. Additionally, you can enhance customer engagement and guide them to the shopping cart by providing 24*7 customized service to address their concerns swiftly.  Such services make them feel valued and become loyal customers, helping your business in the long run.

FAQs

How do virtual phone numbers enhance e-commerce contact centers?

The virtual phone number enhances the e-commerce contact center by providing the following:

1. Global Reach
2. Scalability
3. Flexibility
4. Advanced features such as call routing, call tracking, call analytics
5. Supports integration with CRM system
6. Multichannel communication
7. Cost-effective

Which e-commerce companies, for example, employ virtual phone lines for customer service?

The typical examples of e-commerce companies that use virtual phone numbers for customer service are:

1. Dialaxy
2. MyOperator
3. Dialics
4. Enreach ES

What are the benefits of virtual phone numbers over standard phone numbers for customer care in e-commerce?

 The benefits of using virtual phone numbers in comparison to traditional phone numbers are:

1. Cost-effectiveness
2. Professionalism and Credibility
3. Flexibility and Functionality
4. Enhanced customer service
5. Global Expansion

How can virtual numbers help businesses expand globally?

Virtual numbers help businesses expand globally in the following ways.

1. Establish a local presence.
2. Improved Accessibility and Connectivity.
3. Enhance Credibility and Trust
4. Reduce costs
5. Enable Scalability
6. Offer Advanced Features