There’s such a high number of online retailers selling everything you could possibly want to purchase these days. This is great for the consumer who is able to browse online stores at any time of night or day. It’s also ideal for the online retailer because consumer access to their shop is maximised by the nature of the internet, i.e. their shop is never really closed.
However, whilst we’re painting an immediate picture of retail utopia, there are frustrations for the consumer. Not all customers are internet savvy and do need assistance to shop online. Also, there are many occasions where customers want to make different enquiries about products online and so often these are not covered in the all too common ‘Frequently Asked Questions’ (FAQ) section of a web site.
The Search for a Helpline Number…
What tends to happen is that customers will immediately scroll to the bottom and top of a web site frantically looking for a telephone number in the hope to call it to speak to someone to get answers to their questions.
Unfortunately, there are a high number of online retailers who don’t have helpline numbers on their sites. They hope that those visiting will automatically know what they want and retailers are also confident in consumer abilities to access their site and make their purchases.
Minimal human intervention is the key to increasing profit margins and with all the emphasis placed on order processing and delivery, the customer helpline fails to exist. However, the question is, what is the retailer losing? They must witness traffic to their site in abundance but may also realise that not all of their traffic leads to purchases. Could this be because the customer doesn’t get their questions answered or the help they need to make a purchase.
It’s understandable when looking at costs that a staff member(s) isn’t always viable option to simply be on hand to take incoming enquiries or process orders. As business owners, we know all too well that this can become costly when taking into account the outlay for training, holiday days, sick pay, national insurance etc. Many retailers do tend to be quite small operations, where they naturally outsource the processing of orders and deliveries to larger operations with warehousing management capabilities.
Message Takers offers the online retailer the perfect helpline and order processing solution. It’s important to stress that this is a cost-effective solution, it will enable the online retailer to add a telephone number to their web site and this will be answered by a telephonist that can handle enquiries from customers and even take and process their order too. For a minimal cost per month, you are simply taking steps to maximise upon every opportunity that your online store can bring to you. To find out more do call us on 01858 439000 today!
We’re always on the lookout for online shops that don’t have helpline numbers. If you’ve visited a store and not been able to locate a contact telephone number to make enquiries, then details of the site would be a fantastic referral for us here at Message Takers.