Voice over Internet Protocol (VoIP) has become a popular means of communication for plenty of industries, including retailers.
Retailers have to prioritise internal communication to make sure that their customer service is seamless, and VoIP can offer just that.
Moreover, retailers can also benefit from the range of features that come with VoIP systems including call forwarding, real-time analytics and virtual receptionists.
How Can VoIP Benefit Retailers?
More businesses are making the switch to VoIP systems because not only are they cheaper than traditional lines, they are also more flexible.
They can support high call volumes, which retailers will frequently experience especially over busy seasonal periods.
Their ability to be integrated with CRM tools means that retailers can manage their communication across multiple stores, even if they have locations in different cities or countries entirely.
One of the biggest benefits to using VoIP is that it supports remote work capabilities, so managers and employees can still stay connected even when they aren’t physically in the stores.
Top VoIP Providers For Retail
When it comes to choosing a VoIP provider for your retail store, you will need to take a couple of factors into consideration. Your budget, communication needs and feature capabilities will all play a role in your final decision.
Let’s take a look at some of the top choices in the market at the moment.
bOnline
bOnline is an affordable VoIP service provider with plenty of features. Their solutions are specifically for small retailers who want a communication system that is cost-effective but still reliable.
Key Features:
- VoIP plans don’t have any long-term contracts.
- Phone systems are cloud-based with call management features.
- UK landline and mobile calls are free.
- Voicemail-to-email and call forwarding are popular features.
Overall, bOnline is budget-friendly with no hidden fees although there are fewer integrations available with third-party apps.
RingCentral
For retailers with multiple locations, RingCentral is a strong contender to consider. Their cloud-based phone systems are known for their reliability, ease of integrations and are easy to use.
Key Features:
- They offer multi-location support for easy communication across stores.
- Can be integrated with CRM tools like Salesforce and Zoho.
- Offers team messaging and video conferencing.
- There is a mobile app to stay connected while on-the-go.
RingCentral’s solutions are scalable for both small and large retailers with a 99.999% uptime reliability however, some advanced features require premium plans.
Nextiva
Nextiva is an ideal choice for small to mid-size retailers who want affordability, but still enough features to enhance their communications. This VoIP provider is known for their excellent customer support and systems that are easy to navigate.
Key Features:
- Unlimited voice and video calls.
- Advanced call analytics and reporting.
- Call recording for monitoring.
- Auto-attendant and IVR (Interactive Voice Response).
Their customer onboarding is an effortless process with strong reporting tools, although there are limited integrations with other platforms.
8×8
8×8 is a VoIP service provider ideally for retailers with international customers. This is because of their affordable global calling plans and secure communication to protect sensitive information.
Key Features:
- Unlimited international calling to select countries.
- AI-powered insights.
- High-level security with encryption.
- Advanced call routing.
Although their initial setup can be complex for smaller businesses, 8×8 has strong security and compliance feature along with engagement tools that are AI-powered.
Vonage
For e-commerce retailers who require strong integration capabilities with online shopping platforms like Shopify and WooCommerce, Vonage is an option to consider to support these integrations.
Key Features:
- Advanced capabilities for integrating with CRM and e-commerce tools.
- Cloud-based call management.
- AI-driven customer interactions.
- Call recording and analytics.
Vonage’s pricing plans are flexible although they can be a bit costly for smaller retailers who are on a budget.
Grasshopper
Grasshopper is a budget-friendly VoIP provider which would be perfect for smaller, independent retailers or even sole proprietors who want a simple yet professional phone system.
Key Features:
- Call forwarding and voicemail transcription.
- Auto-attendant to give customers a professional call experience.
- No hardware is required, it can work with your own existing devices.
- Mobile and desktop apps are available for remote communication.
Your numbers can also be customised to enhance your company’s branding and while affordable for startups and small retailers, there are fewer advanced analytics and CRM integrations.
How To Choose A VoIP Provider For Your Retail Business
Before you decide on a VoIP service provider, there are a few things to take into consideration first that could impact your overall satisfaction with who you choose.
Firstly, if you are a growing business, make sure that the system you choose can grow alongside with you and support your scaling.
Secondly, if you use CRM or e-commerce platforms, ensure that your VoIP system can be integrated with it to get the full capabilities out of your plan.
Pricing is usually a big deciding factor, so choose the provider that can offer you enough features but while remaining within your budget.
Lastly, research to see how responsive and helpful the provider is when it comes to customer support and troubleshooting issues, as any downtime or outages could affect your customers’ satisfaction.
By choosing the right VoIP provider to suit your needs and budget, you can give your customers the best experience.
