Why Cloud Telephony is the Game Changer for Ecommerce Businesses?

Ecommerce businesses can benefit greatly from cloud telephony. A lot of Ecommerce platforms make it easy to set up an online store, which is why the market for internet sales is quite competitive.

A great customer service experience and excellent shopping experience have become important differentiators that you should keep in mind, apart from offering an excellent delivery service and a variety of products. As an online business owner, you may think of email and live chat as only two options for communication; however, phone calls still play an important role in the shopping experience.

Moreover, the past few years have seen a massive change in customer buying patterns and preferences. Increasingly, online shopping has replaced traditional retail therapy which has prompted e-commerce companies to provide excellent customer service. Nevertheless, the biggest challenge facing the e-commerce industry is how to gain the trust of customers via the virtual environment? What can be done for that? A cloud telephony solution can help.

So what is a cloud telephony system? Why is cloud telephony a game changer for ecommerce businesses? Answer to these questions are mentioned in this article.

Why Cloud Telephony is the Game Changer for Ecommerce Businesses?

A cloud telephony service can be fully integrated with any online store, whether you sell clothing or shoes, electronics or accessories. It will provide your store with features that can increase sales in addition to providing your customers with the ability to call you for free.

Cloud telephony has numerous benefits to offer to an ecommerce business. Below are some reasons as to why cloud telephony is the game changer for ecommerce businesses.

Complaints and Queries are responded to on Time

With the increasing number of e-commerce customers, it becomes more necessary than ever to respond to the customer’s inquiry promptly, and the quality of your service is highly influenced by your response time to issues and complaints.

E-commerce firms benefit from call routing and transfer services that ensure that no call or customer goes unanswered. Should an agent not be available, the call is automatically routed to the next agent available. Through this smart routing feature offered by cloud telephony solution, all customer queries and complaints are acknowledged within the shortest possible time frame.

Updates your Customer’s Order in Real Time

Customers are skeptical of the transparency provided by e-commerce since it’s an online platform. The best way to instill trust into customers is to keep them updated on their shipment constantly.

Customers can stay updated on every step of the shipment process with SMS reminders by using cloud telephony service providers that offer a real-time location tracker. By providing real-time service, you are able to better understand customer expectations and improve your brand’s credibility.

Understands Customer Expectations through Automated Feedback

While an e-commerce business might attract a lot of customers, ensuring the quality of its services is crucial to maintaining the flow of customers.

Through cloud telephony, e-commerce companies can use IVR or broadcast services to send automatic feedback to their customers.

A simple menu-based feedback method offered by cloud telephony maximizes the number of responses without requiring a significant time investment from customers.

Can Take Smart Business Decisions Based on Deep Analysis of Data

E-commerce is an industry that is constantly in touch with its customers, so understanding the customer and their varying behavior patterns is vital to the industry’s long term success.

Incoming calls, queries, call-resolution times, and other similar metrics enable big decisions to be made from a reliable set of data. Cloud telephony helps you make smart business decisions based on deep analysis of data.

Bringing together your cloud telephony and its data with big data analytics would be of great benefit to e-commerce companies with millions of customers.

Communication System can be Scaled Easily

The business environment is very changing with customers’ needs and demands. As and when customers’ needs change, every business needs to keep up with the change be it big or small. An ecommerce business is no different. It needs a communication system that can be scaled up easily as it grows.

Moreover, there is a surge in the need of communication resources in the ecommerce business which is often seen during festivals or other seasonal times. You need a system that can handle this surge during these times and cloud telephony solutions can easily meet the demands. All you need to do is request your cloud telephony service provider to scale up your business as needed and it gets done quickly in few minutes.

Cloud telephony being scalable makes it a very promising option for the e-commerce business.


E-commerce has reshaped the buying habits of customers while cloud telephony bridges the trust gap between e-commerce and customers by smoothing the order to delivery process. As a result of this powerful collaboration, both platforms provide superior customer experiences, thereby transforming the customer shopping experience across both industries.

Office24by7 is the best cloud telephony system provider offering cloud telephony solution at reasonable price with robust features. Get in touch with us at 91 7097171717 or drop an email at [email protected] today if you wish to use cloud telephony technology to increase profits for your business.

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