Why Your Internet Business Still Needs a Telephone Answering Service.

Tuesday, February 28th, 2012

Ecommerce may be hailed as the future of shopping, but many customers still prefer to shop online and then place their order by telephone. This could be due to fears about credit card security, an unfriendly checkout process or just because they crave the reassurance of a human voice confirming that the order is in the system.

Maybe people just have a query that they can’t easily find an answer to on your website. They could send you an email, but in the real world, a customer who wants to buy from you generally wants to buy immediately, and won’t patiently wait for a reply to an email that may take a day or so to arrive. They’ll simply go elsewhere. But if that customer can make a phone call and speak to a real person (and not an answering machine), the deal will be done.

Even the most internet savvy shoppers are still people, and humans like to deal with other human beings, rather than machines. When people spend money, especially when finances are tight, they’re often making an emotional investment as well as a financial one and will seek a positive experience which, for the vast majority, will involve an element of human contact.

It might be a simple as having their queries and questions answered, or even just hearing someone say ‘thank you’, but it can make all the difference in a world where more and more of our daily interactions, from using the bank to buying groceries at the self service checkout, are automated.

For smaller businesses, a telephone number is essential to increase trust. Many people won’t order from a company website that doesn’t display a phone number – and a mobile number often isn’t enough either. Credible businesses have to be contactable. If you’re not available, you will miss orders. It’s that simple. And once your customers have gone elsewhere, they are unlikely to return.

Make sure you don’t miss out on business – with virtual receptionist telephone answering and order taking services from CSnotepad.

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