Phone number for e-commerce site?

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Phone number for e-commerce site?

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rusman

posts: 37

Dec 14, 2007 1:04 AM ET Quote Report Abuse

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This might be in the wrong forum, but thought I`d try it here.

I`ll be launching an ecommerce site in the next few months. I currently have a day job and cannot afford to answer phone calls for my startup. I don`t expect there would be many anyway, but I still can`t do it. I could return messages or emails as time permits, but I feel that if I`m going to have a phone number listed on the site, a live person should answer it.

What`s the general feeling here about having a phone number listed for an ecommerce site?

CraigL

posts: 9051

Dec 14, 2007 1:33 AM ET Quote Report Abuse

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We seem to do just fine with email only, and it helps put a bit of a buffer between us and "weird" customers. :-)

nhgnikole

posts: 2660

Dec 14, 2007 12:52 PM ET Quote Report Abuse

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I think e-mail contacts should be fine ... make them a nice form to contact you.

If you sat down and tried to think of all the reasons why they would contact you, are any of them urgent enough to require a phone call?

I`ve never felt the need to call an e-commerce site.

rusman

posts: 37

Dec 14, 2007 2:43 PM ET Quote Report Abuse

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Thanks all. My fear is I might lose business if someone wanted to call and couldn`t. But I guess most of us are all `anti-social` in the fact that an email will work fine.

Nikole`s suggestion for listing the reasons why I think I need a phone number pretty much boiled down to thinking I might lose business for someone who wanted to call to get more info, but didn`t have a number and give up.

Thanks!

-Rusty

GrantG

posts: 14

Dec 14, 2007 2:57 PM ET Quote Report Abuse

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What we did for our e-commerce site, was to have a "contact us" page with an inquiry form that can be filled out and sent directly from the website. Our copy encourages people to include their phone number for a return call if they would like to speak directly with someone. We got so many telemarketing calls when our number was posted that we had to remove it from the website.

CraigL

posts: 9051

Dec 14, 2007 11:09 PM ET Quote Report Abuse

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Rusty, the key to avoiding this problem is to have a Web site that answers everyone`s questions easily, quickly, and obviously.

Everyone worries about losing customers, but I think it`s more productive to focus on getting customers and then keeping those customers. Think of it this way: you get so worked up about not being able to answer the phone, you don`t put up your Web site until you have all your ducks in a row. How many customers would you lose by having NO Web site, verus the possible (unknowable) number you`d lose by not having a phone number?

Nuevolution

posts: 1223

Dec 15, 2007 4:31 AM ET Quote Report Abuse

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A contact form would be your best bet. I never called an e-commerce site, Although, it would be nice to have a phone number just incase someone orders and needs to return something. Most people feel comfortable when they see a phone number anywhere on the web site.

What I usually suggest my customers is, have a contact form for general questions and a Return Merchandize Acceptance (RMA) page where they list "on how to return an item" and to only call when they are ready ro get an RMA number, so this way you are aware someone is returning something and you can monitor the package.

Another thing you can do is forward all the calls to your Cell-phone.

-------------------------

Edgar Monroy
Web Developer / Owner / Consultant
When starting your own business the need to "know-how" is greater than money!
http://www.nuevolution.net

MattC

posts: 36

Apr 04, 2008 11:06 AM ET Quote Report Abuse

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I am debating this question now as well. I think I am going to skip on the 800-number up front and get my web business established, then worry about the intracacies of adding an 800#.

Anyone else with any info to add?

SCVS800

posts: 15

Apr 11, 2008 4:47 PM ET Quote Report Abuse

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Rusman,

Many of our clients are in the same situation as you. They have day jobs but are concerned about loosing customers because they are unavailable to answer the phone while at work. Our virtual office solutions will allow the call to be taken by an auto attendant and direct the call to whomever you wish, including your cell phone. The call will be announced to you, informing you of what type of information they are seeking so you can choose to take the call or not. You also get an 1-800 number that is yours to keep, this looks much better online that a long distance local number. Check us out...we use the system as well.

Regards,

-------------------------

Jason Hite, President
SoCal Voice Solutions
Toll-Free Voice Fax Hosted PBX Services

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