Ecommerce integration with VoIP services for smooth interactions

4 mins read

The ecommerce industry has been growing rapidly in recent years. Its growth has been driven by the increasing penetration of internet and smartphone usage. Favorable government policies and increasing consumer adoption of online shopping have also contributed to this growth.

Some of the major players in the ecommerce industry include Amazon, Shopify, eBay, Walmart, etc. These companies offer a wide range of products, including consumer electronics, fashion, and home goods. Furthermore, they have invested heavily in logistics and delivery infrastructure to reach customers across the country.

In addition to these major players, there are also several smaller ecommerce companies operating in niche markets. These include health and beauty products, gourmet foods, and artisanal crafts.

One of the key challenges faced by the ecommerce industry is the lack of reliable physical infrastructure. This is especially prevalent in rural areas, which can make it difficult to deliver products in a timely and cost-effective manner. Furthermore, there are challenges related to payment processing and security.

Despite such challenges, the global ecommerce industry is expected to continue growing rapidly in the coming years. More consumers have begun to adopt online shopping and ecommerce companies’ investment in technology and infrastructure has increased.

Ecommerce Client Telephony Requirement

Our client, one of India’s recently launched ecommerce organisation wanted to revamp their communication system. They wanted to stay updated with the market trends in terms of the latest technology, business challenges and customer demands.

To fulfil their requirements, we suggested Acefone’s VoIP phone services to enable cloud based ecommerce for their customers. This ecommerce integration with hosted VoIP services gave them access to several advanced features with a reliable solution for 24/7 communication.

Boundless communication with Hosted VoIP Services

VoIP services play a vital role in running a cloud based ecommerce business. It provides flexible, scalable and cost-effective solutions for the companies to manage their customer interactions and streamline their operations. This can lead to increased customer satisfaction, improved brand reputation, and higher sales in the long run. Through this collaboration of ecommerce with VoIP, the client was able to leverage from some of the following telephony features:

Through this collaboration of ecommerce with VoIP, the client was able to leverage from some of the following telephony features:

Popular Features for Ecommerce

SMS
alerts

Automated SMS notifications to notify patients about their appointment status, follow ups, reschedules, etc.

Two-Factor
Authentication

Two-factor authentication to verify accounts and payments done through smartphones. Adds an extra layer of security and helps prevent fraud.

Interactive Voice
Response (IVR)

Clients provide self-service options such related to the customer’s orders that helps reduce waiting time and better customer journey.

Toll-Free
Number

Easy to remember virtual numbers that make it convenient for customers to reach out to the brand, that too in a shorter time.

Advanced Calling
Capabilities

Proficient features such as call routing, call recording, and voicemail-to-email to enhance agent-customer interactions.

Smart Campaign
Management

An intuitive call management suite to operate and manage marketing and sales campaigns from a unified portal with ease.

Call Reports &
Analytics

Identify improvement areas and make informed decisions by accessing the analytical reports with critical call metrics directly from the dashboard.

Cloud based Ecommerce benefits with Acefone

Cloud hosted VoIP services can be an effective tool for improving communication, customer experience and security in the ecommerce industry. Our cloud based VoIP services helped our client provide a better shopping experience to customers while also saving time and money. They saw several benefits for their business operations, some of which include;

Cost-Effectiveness

Our VoIP services are cost-effective solutions, as they eliminate the need for expensive on-premises hardware. Instead, our client was able to subscribe and pay only for the features they needed.

Scalability

VoIP services are highly scalable, making them an ideal solution for cloud based ecommerce businesses that are looking to expand their operations quickly and efficiently. Our client could easily add or remove phone lines as their needs changed. They did not need to invest in additional hardware or software either.

Improved Customer Service

Our client was able to provide better customer service using our premium features like call routing, IVR, and call recording. This helped them manage call volume and ensure that customers are directed to the right department or agent.

Unmatched Data Security

Our VoIP solutions helped our client increase their payment security. They were able to securely handle credit card information, process payments through tokenization, IVR payment processing, two-factor authentication, and integration with payment gateways.

Mobility

The client was able to access their VoIP phone system from anywhere using any smart device with an internet connection. This meant that they could easily manage their calls and other customer interactions while on the go or working remotely.

Takeaway

VoIP phone services bring numerous benefits, including cost-effectiveness, scalability, improved customer service, mobility, and integration with CRM systems. It also offers secure payment processing solutions, ensuring compliance and enhancing customer satisfaction. By implementing Acefone’s VoIP services, the ecommerce business was able to increase their efficiency, reduce costs, and boost customer satisfaction. They also improved their ability to tackle the language and geographical barriers with a diverse and remotely available team.

If you're interested in improving your business communication solution