For business owners today, a web presence is often the key to lead generation and successful marketing. With 71% of U.S households reporting internet usage in 2011, e-commerce businesses are rapidly growing in success and prevalence. But can online companies still accommodate non-internet users? Is the benefit of maintaining a traditional business front for the offline demographic worth the cost? For marketing departments struggling to find a solution that caters to both online and offline clients, call forwarding to a virtual number may be the answer.
For the 29% of American households without internet access, dealing with a company that conducts business entirely online can be frustrating. Virtual call centers work ideally for web-based companies by providing a cost-efficient traditional avenue through which customers can field inquiries. Unlike traditional business phone systems, virtual call centers are maintenance free, and require no equipment installation. The following features of virtual call centers work to create communications networks that satisfy both online and offline consumers:
By forwarding calls virtually from a toll free or standard business number, companies that generally operate exclusively online can answer customer calls through the internet in lieu of traditional phone lines. This method of calling enables web companies to conduct business remotely without alienating potential clients.
Virtual call centers provide cloud data storage, wherein client call statistics can be collected for analysis. Web companies are able to use this data to determine the effectiveness of new marketing techniques and review customer satisfaction standards.
Web-based companies generally have minimal staffing requirements, and are often reluctant to hire additional help for the sole purpose of accommodating a minority clientele. Virtual call centers cater to businesses with as few as five employees through a combination of third party call streaming and voicemail to email service. This allows business owners to pre-screen incoming calls, using an automated system to respond to basic inquiries and reviewing more complex inquiries at leisure.
Marketing on an international scale is a natural stage of growth for web companies, and virtual calling can help to expedite the process by enabling companies to customize virtual numbers based upon client area code. For companies without a brick-and-mortar store front, this can help to create the impression of not just one, but many physical locations, comforting customers who are reluctant to shop with a web-based company.
A virtual call center can function to improve customer satisfaction, an essential step in marketing growth. Even customers who are internet-savvy may prefer to settle disputes and confirm complicated transactions with a real person rather than through an email or live messaging exchange. With a virtual call center, e-businesses can make and receive calls through the web while maintaining the impression of a live customer service center. Calls can be recorded online to review and improve employee response to customer complaints. Since positive web reviews are of great importance to e-commerce businesses, an improved customer service experience can lead to a real shift in business traffic.
