Online Shop - % of sales via phone?

garysumpter · Jun 22, 2008

Hi all.

For those of you that run online shops. Do you find that a sales telephone line is an important factor?

Would you say that not having a telephone number available would greatly reduce sales?

Very general question I know but hopefully it will spark some kind of response.

Many Thanks

Gary

OldWelshGuy · Jun 22, 2008

ABSOLUTELY!

i don't personally run an online shop, but I market quite a few in many areas including sex toys, jewellery, lingerie, ladies fashion, Plus size clothing, DIY, and even upholstery foam. Apart from the sex toy shop, allof them benefit and gain increased sales/order value by having a bricks n mortar address with a telephone helpline, and speaking to clients.

I work with them to find out what people are asking and trying to build that information into the site for the cusstomer to find easily.

garysumpter · Jun 22, 2008

Thanks a lot for that, great information!

Gary

garysumpter · Jun 22, 2008

So far thats online ordering (obviously), Livesupport on the site AND telephone orders

borobabe · Jun 22, 2008

Definately need a phone line. Imagine it from the customers perspective, would you buy from somewhere that you can't speak to a human if you need to, maybe to ask a question or tell them if there is a problem.

OldWelshGuy · Jun 22, 2008

I really need to start proof reading my posts LOL

garysumpter · Jun 22, 2008

lol, it was the quality of the content that counts!

Well I hope that the website livesupport will answer most of the questions people have.

Gary

LindaG · Jun 22, 2008

I think giving your customers a telephone number where they can place orders and ask questions is a great way to differentiate your website from the big international .com's.

We provide an advice line where customers can phone in and place orders and ask advice and this has been very popular with customers. They love the personal service and it gets us closer to our customers to better understand their needs. It's also used a lot by our local customers who use it to arrange last minute / same day delivery of gifts.

Blush · Jun 22, 2008

Quite often customers ring our number just to check we do exist and more often than not are more than happy to proceed with an online order.Its also essential for those customers who want fast delivery and need reassurance that you can deliver.
I tried live support and to be honest it was a waste of time so I took it off.But I guess it all depends what type of business you have

katewaugh · Jun 22, 2008

I find the same as Blush - not many people want to order on the 'phone, but they do like to check that we exist, and sometimes ring up to ask about quick delivery etc. I think it's scary how many big companies with websites still make it so difficult for customers to find a 'phone number.

gibby · Jun 22, 2008

just yesterday we got £500 in orders over the phone as the customers didnt feel too sure of order on the internet, not regulars at all with buying online

we also get a few who have trouble with online payments so we do take at least one order/payment per day over the phone.

Its is really annoying with some of the bigger sites when you do have a problem and you cant get hold of anyone or stuck on an 0870 number for ages..
G

cjd · Jun 22, 2008

Having a telephone number and publishing it tells people that you're a proper company and can afford people to answer it - even if you're not and you can't

Mister B · Jun 23, 2008

In addition to the above, we also have people calling us with card details because they have concerns over internet security. As a ratio though, only weighs in at about 5% of sales.

Telephone option also allows us to take/negotiate volume orders

Mister B

deniser · Jun 23, 2008

I analysed my sales last week and 90% used the onlineordering facility and 10% ordered over the phone. I personally hate it when people order over the phone (it is time consuming and means I have to type up the order form manually) but it is essential because:
1. some people can't type very easily or aren't computer literate and are actually incapable of following an online order through
2. some people are lonely and like to use that opportunity to have a chat
3. some want to make doubly sure that you have the item in stock and when they will receive it
4. Many want further information such as measurements, accurate colour description
5. some people can't take a decision so they give me the brief and ask me to choose for them!
6. many people are new to online shopping and want the reassurance that here is someone they can speak to if things go wrong.

I wouldn't want to lose that 10% which is important to me.

Moneyman · Jun 23, 2008

It is far better to have a number and an address on your website especially if you flog expensive stuff. You can limit the hours available if you like or get an orderline (call centre) who just log in and do it on the website.

WillWynne · Jun 24, 2008

Yep...we find it helpful and our customers call quite a lot. We take about 15% of our orders over the phone. Bespoke bouquets and weddings are obvious examples of orders that couldn't be made online (but which are very valuable).

People definitely do like to have a number to check you exist, as has previously been mentioned..

groovyjon · Jun 25, 2008

And you'll be very glad you offer a phone ordering option if your card processor happens to go down for a few hours. Your "checkout failure" page can have your phone number on. You can then take their details and enter the backlog when your card processor has sorted its problems out.

We actually go one step further and have a "request a callback" facility on our failure page. Surprising how many orders we pick up just from that.

deniser · Jun 25, 2008

groovyjon said:
We actually go one step further and have a "request a callback" facility on our failure page. Surprising how many orders we pick up just from that.

That's such a good idea - will look into it! Thanks.

Silky · Jun 25, 2008

Hi,
I echo what's already been said. We actually take few orders over the phone but we do have a lot of people that just want the peace of mind that we actually exist.

As we both work alongside starting up our business, we have to rely on contracting this out, we use a Moneypenny service to take our calls and pass the messages on to us and I've got to say it works perfectly.

Silky

fairestcape · Jun 26, 2008

We build webshops for many clients and have had a few who stipulated no telephone number (which contravenes the distance selling regulations in the UK). Anyway, these sites (without a phone number) do very little business.

Those that do well have phone numbers, and those that do VERY WELL have "live help" links as well.

All you have to do when configuring / planning your webshop is think how YOU feel as a customer.

The advice we give our clients is this:-

Make your customer feel confident and secure in using your services. Maintain a high level of professionalism in everything - from the site design and aesthetics, to how you do the nitty-gritty of business. Always have SSL on an e-commerce site, state the full physical address of the business, and indicate FULL COMPLIANCE with online and distance selling legislation.

Not everyone follows this advice, but those who do run successful and busy webshops!

quikshop · Jun 26, 2008

deniser said:
I analysed my sales last week and 90% used the onlineordering facility and 10% ordered over the phone.

That's about what we experienced with our first online retail business. We also found that the percentage of telephone orders increased considerably closer to Christmas, as high as 25% on some days.

You are definitely missing out if you do not have an order telephone option on your website, but its a decision between additional revenue against a commitment to man an orderline.

Gforster · Jun 26, 2008

Well it looks as though this question has been answered but I thought I would add my 2 bobs worth as we take nearly 50% of all orders over the phone and in fact during 9-5 it is nearly 70%.

I believe that this is because we are selling somewhat higher value items.

deniser · Jun 26, 2008

Gforster said:
Well it looks as though this question has been answered but I thought I would add my 2 bobs worth as we take nearly 50% of all orders over the phone and in fact during 9-5 it is nearly 70%.

I believe that this is because we are selling somewhat higher value items.

The more technical the product, the higher proportion of orders will come by phone. Mine are quite easy to buy as they are clothes and there is a lot on info on the site about sizes etc so telephone orders are low.

For example I tried to buy a computer from Dell last week but gave up online because it was just too confusing to a non computer literate person and was soooo grateful to speak to a very helpful man who guided me through the options with no jargon and I ordered by phone. The online sale would never have happened.

Asos don't have a phone line and they must be one of the most successful websites . But clothes aren't complicated and their target market is probably the under 30s who are computer literate.

So it all depends on your product and your customers.......

garysumpter · Jun 26, 2008

Thanks a lot guys, you have been great as always!

Will definitely be setting up a telephone line!

Regards

Gary

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