In the competitive world of ecommerce, every little detail counts when it comes to improving customer experience and increasing sales. One often overlooked feature that can make a big impact is the inclusion of a telephone number on your online store. Many online retailers hesitate to offer phone support, thinking it may be too resource-intensive or unnecessary. However, studies have shown that providing a direct line of communication can actually have a significant effect on reducing cart abandonment, increasing average order value, and boosting customer retention rates. Let’s explore why.
1. Reducing Cart Abandonment
Cart abandonment is one of the biggest challenges ecommerce businesses face, with studies showing that nearly 70% of online shopping carts are abandoned before a purchase is completed. There are several reasons why customers abandon their carts, from unexpected shipping costs to uncertainty about the product’s quality. However, one of the key contributors is a lack of trust or fear that the purchase experience will be complicated.
By including a telephone number on your ecommerce site, you can offer a quick and personal way for potential customers to address any concerns or questions before completing their purchase. Whether it’s a last-minute question about shipping or a technical detail about the product, having a direct line for immediate support can clear up doubts and reassure customers that they are making a well-informed decision. When customers feel they have easy access to real-time assistance, they are more likely to follow through with their purchase, reducing abandonment rates and ultimately increasing your conversion rate.
2. Increasing Average Order Value (AOV)
When customers have the option to speak directly with a knowledgeable representative, they feel more confident in making larger purchases. A telephone number offers an opportunity to provide personalized assistance, recommend additional products, or explain product features in more detail. For instance, if a customer calls in with a specific question about a product, you can suggest related or complementary items that they might be interested in.
This personalized experience often leads to customers spending more, thus increasing their average order value (AOV). By proactively offering tailored recommendations over the phone, you can help customers see the value in purchasing additional products, leading to bigger sales.
3. Boosting Customer Retention Rates
Customer retention is essential for long-term business growth. While acquiring new customers is important, keeping the ones you have is even more valuable. A key to retaining customers is building trust and establishing a relationship with them. Having a phone number on your store shows that you care about your customers’ experience and are willing to go the extra mile to ensure satisfaction.
When customers can easily reach you by phone, they feel more supported, whether it’s for answering product queries, solving post-purchase issues, or resolving any other concerns. This connection builds loyalty, which is a powerful driver for repeat purchases and long-term retention. Plus, positive interactions over the phone are likely to create satisfied customers who will not only return but also recommend your store to others, further increasing your customer base.
4. Creating a Personal Touch in a Digital World
The ecommerce landscape is often criticized for lacking the personal touch that comes with in-person shopping. While chatbots and automated systems can help with basic inquiries, nothing beats the warmth and understanding of speaking with a real person. A telephone number offers customers a more human, personalized experience—something that is especially important for shoppers who may be hesitant about purchasing online. Whether it’s addressing concerns about shipping or providing reassurance about a product’s quality, a phone call can bridge the gap between anonymity and trust.
This personal touch helps foster a deeper connection with your customers, making them feel valued. When people feel valued, they are more likely to return, increasing both retention rates and lifetime customer value.
5. Enhanced Customer Satisfaction
One of the simplest ways to increase customer satisfaction is to make it easy for customers to get help when they need it. A phone number on your ecommerce store can act as a lifeline for frustrated customers who might otherwise give up or look elsewhere for answers. Whether it’s a technical issue with the website, a problem with a payment, or a simple question about a product, offering a direct line for communication provides immediate relief for customers.
Happy customers are not only more likely to make a purchase but are also more likely to return and recommend your store to others. By providing excellent phone support, you enhance the overall customer experience and increase satisfaction, which translates directly into long-term success for your business.
6. Making Your Store More Accessible
Accessibility is crucial for any ecommerce store. Some customers may have questions or concerns that are best addressed through verbal communication, especially if they are not as comfortable with text-based chats or have difficulty navigating your website. Providing a phone number ensures that your store is accessible to a broader range of customers, including those who may have disabilities or language barriers. This inclusivity can help you reach a more diverse customer base, ultimately driving more sales and improving retention.
Conclusion
Adding a phone number to your ecommerce store might seem like a small detail, but it can have a big impact on your business. By offering a direct line for communication, you can reduce cart abandonment, increase average order value, and enhance customer retention—all of which are essential for growing your business. In a world where customer service is increasingly valued, a phone number offers a personal touch that builds trust and ensures a better overall shopping experience. So, consider adding a phone number to your Shopify store today, and watch the positive results follow.