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How eCommerce Businesses Are Changing To Meet Customer Demand

How eCommerce Businesses Are Changing To Meet Customer Demand

One of the sectors that I have noticed the biggest change in over the last couple of years is the eCommerce sector. When I started my business 14 years ago, we had very few customers who were predominantly eCommerce businesses. Back then, if your company did most of its selling online then you expected all transactions with your customers to also happen online.

But that was before the rise of Amazon and the changes to shopping habits caused by the Covid 19 pandemic.

In 2022 eCommerce customers expect more. They expect speedy checkout, questions easily answered to help with buying decisions, next day delivery, free and easy returns. Most customers (and I have to admit to being one of these on occasion) have become impatient, and once they’ve made their mind up, they don’t want to be delayed.

In my business we’ve noticed an increased number of eCommerce business customers. Gone are the days when email only communication was acceptable. It’s now important for online businesses to offer the customer a variety of communication methods, such as phone and web chat, to support the sales process. If it’s too difficult for customers to get in touch by THEIR preferred method, then the sale can easily be lost and picked up by a competitor.

You see, when it comes to answering questions about products, or seeking an explanation about something that might not be clear on the website then the telephone (if there’s someone to answer it) is still king.

My customers tell me that before they discovered our services, the problem they had with offering telephone support, was that they either don’t have the infrastructure to employ anyone (office, desk, pc etc), they don’t have the time to do it themselves, or they simply can’t afford (or don’t want the hassle) of hiring an employee.

So, whilst they recognised how having a phone number on their website was important, they were unable to achieve this by themselves. And that’s where we come in!

At Your Office & PA we work with eCommerce businesses, helping them to present a professional, trustworthy, and established company image, by manging their calls and live web chat queries. We can answer questions, place orders, take payments, chase suppliers and book and rearrange appointments.

Our services are a tried and tested way to make it easier for your customers to get in touch, place orders and make payments over the phone.

Our efficient and professional receptionists will be ready to help precisely when your customer calls.

If you’d like to find out more about our telephone and webchat support service for eCommerce businesses, then please get in touch on 01928 508800.

Or, take a look at our website to discover how you could set up a 14 day FREE trial to test the service for yourself.

About the author

Sarah Basey

Sarah Basey

Sarah founded Your Office & PA in 2007 and has 17 years of experience working with businesses offering telephone answering and virtual reception services.

Sarah works full-time in the business, alongside her co-directors Chris and Andy, giving the business a unique, owner-managed feel which enables a fully flexible approach to the services provided.

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