If you run an e-commerce business, you’ll know that it comes with a very long to-do list. From managing orders and customer support to taking stock and marketing, there is a lot to do and most often, too little time.
But what if you had a tool that could quietly improve your day-to-day operations and customer satisfaction? This tool is Voice over Internet Protocol (VoIP) and if you aren’t using it yet, it may be time to rethink your e-commerce communication strategy.
What Is VoIP?
With VoIP technology, you can make phone calls over an Internet connection. Not only is it more affordable but also more reliable than traditional telephony systems. You’ve probably used a VoIP service without even realising it like Zoom or Whatsapp calls.
However, business-grade VoIP is an entirely different ballgame. Using a professional system, you can manage multiple calls simultaneously, route calls to different people and record conversations.
One of the biggest advantages of VoIP is that it can be integrated with your existing Customer Relationship Management (CRM) platform to help things run smoothly and avoid miscommunications.
Why Should e-Commerce Businesses Use VoIP?
E-commerce businesses run all the time, 24/7. Customers demand communication on evenings, weekends, public holidays, you name it. The problem is, traditional landlines aren’t flexible enough to support this level of demand. Fortunately, it’s where VoIP shines.
Here’s why more online retailers are turning to it as a unified communications solution.
It’s scalable: As your e-commerce business grows, you can add new lines and users in a matter of minutes, without needing to fork out on costly infrastructure.
It’s professional: You can set up custom greetings, auto-attendants and call forwarding to point your customers in the right direction.
Flexibility: Calls can be taken from just about anywhere, on your laptop while you’re at your desk or your phone while on-the-go.
Integrations: Most VoIP systems can seamlessly plug into your e-commerce platform like Shopify and WooCommerce.
Best VoIP Solutions For e-Commerce Businesses
There’s no doubt that VoIP can be a game-changer for your online business. But which service provider do you choose? We’ve rounded up some of the best VoIP solutions for online retailers to consider.
1. RingCentral
RingCentral has a global presence and is packed with features suited to a growing e-commerce business. This includes CRM integrations and real-time analytics in addition to video meetings, SMS and team messaging.
Key Features:
- Multi-channel communication.
- Analytics and call tracking.
- Mobile and desktop apps.
- 24/7 UK-based support.
Pricing:
Starts at £7.99/user/month for the Essentials Plan.
2. bOnline
For small e-commerce teams who require a cost-effective UK landline number, bOnline is the go-to provider. They focus specifically on small business requirements like using your mobile device to make and receive calls with customisable auto-attendant.
Key Features:
- Call forwarding and call queuing.
- Voicemail to e-mail.
- Call recording and reporting.
- Mobile app that is easy to use.
Pricing:
Starts at £6/month.
3. Vonage
Vonage has robust international calling features which is ideal for e-commerce businesses who work with overseas suppliers or customers. They have quite flexible API and integration options to help you with automation.
Key Features:
- Unlimited UK landline and mobile calls.
- Desktop and mobile apps.
- Customisable call routing.
- International number options.
Pricing:
Starts around £9/user/month but bigger teams can get discounts.
4. Dial 9
Dial 9 is a UK-based VoIP service provider that offers simple systems with no fuss. Designed with small-to-medium-size enterprises (SMEs) in mind, they offer hosted VoIP and SIP trunking with a user-friendly interface.
Key Features:
- Mobile and web apps.
- Pay-as-you-go or bundled minutes.
- Reliable UK-based support.
- Hosted PBX with voicemail, IVR menus and call queues.
Pricing:
From £4/month for hosted VoIP + call charges or bundles.
5. NTT Cloud Communications
NTT Cloud Communications offers reliable voice communication plans at scale for e-commerce businesses that are already well-established. For medium to large online stores who require custom solutions, it’s worth looking into.
Key Features:
- Integrations with Zoom and Microsoft Teams.
- 24/7 global support.
- Custom call flow design.
- Enterprise-grade VoIP services.
Pricing:
Pricing is customised depending on the size of your team and features.
