Why a Phone System is Necessary to Master eCommerce Sales ?

Why a phone system is necessary to master ecommerce sales ?

Just like with any type of business, it’s often the small details that really move the needle in terms of getting results. Have a professional email address with your domain name rather than a generic Gmail one. Offer a money-back guarantee.Give customers free shipping.

One small detail that can have a huge impact is having a professional phone system for customer service questions and issues. Even if your eCommerce store has only one employee (you), you want to give your customers the confidence that they’re giving their money to a sophisticated and professional company. Here are a few reasons you should invest in a phone system for your eCommerce business.

1. You’ll Instantly Look Bigger Than You Are (and Therefore Better)

Press one for sales. Two for customer service. Three for admin.

Even if all of these lines route back to you, customers don’t know that. They think they’re calling a big company with lots of employees. That gives them reassurance. Sadly, companies that portray themselves as a one-person operation struggle to compete with the Amazons of the world. If you can give the impression that you’re bigger than you are, you may take more market share.

2. A Phone System is Now Software-Only

Gone are the days when you had to buy fancy phones with a million buttons on them to have a professional phone system. Today’s auto attendant phone systems are digital. Just sign up for the service, decide what departments you want to include routing options for, and you’re good to go, whether from a landline or your mobile phone.

3. It’s More Affordable Than You’d Think

If cost has prevented you from making the move to a professional automated phone system, don’t let it. It doesn’t cost thousands of dollars like you might expect. Most services, including Nextiva, Grasshopper, and RingCentral, charge based on the number of users. If you’re the only user, you’ll pay between $20 and $50 a month. Others charge based on the number of minutes you use, so if you don’t use many minutes a month, you still give customers the comfort of knowing they can call your business if they have a problem at minimum cost to you.

4. It Offers a Ton of Capabilities

Beyond routing calls, you can also provide commonly asked questions, such as your website and customer service hours, or even retail hours and location if you also have a brick-and-mortar location.

Customers can also leave voicemails for you. You can forward calls to your phone and then route calls to voicemail after hours so you’re not fielding calls over dinner with your family. And you can set whatever hold music you want customers to Muzak required!

5. You Can Set Up an 800 Number

What better way to look more professional than with your very own toll-free 800 number? Rather than using your mobile number, having a separate number parses out calls that are for your business than from friends or family. And it looks more professional. Calls coming in for the 800 number to your mobile will be identified, so you know to put on your best business voice.

6. You Can Take it With You

Whether you’re working in your office or vacationing in Bali, you can answer business calls from anywhere, since your phone system will run through voice over IP. So your business doesn’t suffer even when you’re away (although it may be a good idea to have someone else answer it so you can completely unplug from working while on vacation!).

7. You Can Route Calls to Anyone

If you do have employees, you can modify who calls are routed to easily with a phone system, whether it’s a landline or other phone service.. Maybe you typically respond to customer service calls but will be out all afternoon, you can route those calls to your sales manager temporarily. This way, customers always talk to a human rather than having to leave a message during work hours.

8. You Can Easily Deal with High Volumes of Calls

If you do have a lot of calls, rather than customers getting getting a busy signal, you can queue up calls with your phone system. First, having them select the department they need can streamline getting them to the most appropriate person. Then they can be placed on hold until that person is able to take the call. You can even have it set up to let them know the approximate wait time, or even get a callback when someone is available.


Having a phone system can take your business to the next level. Not only will it give off the impression of you being more professional (and therefore attractive to customers), but your customers will also get their questions answered and issues addressed faster. You’ll streamline the customer service process and make it easier to connect with your customers.

Author Bio:

Susan Guillory is the President of Egg Marketing, a content marketing firm based in San Diego. She’s written several business books, and frequently blogs about small business and marketing on sites including Forbes, AllBusiness, and Cision.
Follow her on Twitter @eggmarketing.