In this age of technology and IVR system, many incredibly useful devices years ago have become obsolete. Technological advancements just keep developing that even the once unthinkable developments are now considered common.
Even businesses have joined the trend. Before, businesses needed to have a concrete location to advertise their products and services and do transactions with customers and clients. Now, because of technological developments like the Internet, even businesses are able to do transactions remotely.
So, the question at present is, are the old technologies like phones still needed in e-commerce shops?
Many forms of communication have emerged alongside the development of the Internet. The world now has electronic mail (e-mail), messengers, and social networking apps. However, despite all those, phones remain to be one of the most useful methods of communication especially in businesses, e-commerce or not.
There are two most common reasons for customers wanting to talk to the staff members of a business: to inquire and to call their attention regarding some issues. To get answers in the shortest time possible, phone calls are recommended, which is why potential customers always look for a business’s phone number. It’s the same thing with when there are issues; customers feel that troubleshooting a problem is more effective when done either face-to-face or at least with business phone solutions.
When customers call an e-commerce shop via phone, the chances of the staff members become more familiar with the increase. This is very advantageous to the businesses as oftentimes, miscommunication happens when there’s no tone present.
Think of text messages. Sometimes, the reader tends to give his or her own tone while reading the message flashed on a screen. Although it’s not very damaging, gauging the customers’ wants and needs may prove to be more challenging than when there’s at least tone involved like in phone calls. With phone calls, it’s easier to see if the customer is satisfied with your offers or if they’re looking for something more, and in case of the latter, action to salvage the transaction can be taken more quickly.
Sadly, there are so many illegal e-commerce shops in the world, and worse is that you never know until you’ve actually tried transacting with them. It’s a risk for both parties, and there are very limited ways to give customers some sense of legitimacy. One of those is the ability to transact via phone calls. Somehow, talking to someone on the other end of the line encourages them to push through with the transaction.
No matter how obsolete they may seem, phones are still a very useful tool in ensuring accessibility, if not between customers and the business, then at least between the business and its suppliers. There are times when other forms of communication are inaccessible, and in these cases, phones are more reliable.
Despite the more advanced modes of communication, one cannot deny the reliable use and stable advantages of phones.
Yes, e-mails and other forms of communication can be as effective, but phone communication has been with businesses for such a long time that its uses are still evident even with the more high-tech ways available to be in contact with each other.