“Customer”. This word sounds like very simple that who buys something is called customer. But for an E-Commerce organization Customer is not only who purchase or use their services, Customer are king for the organization. So, it’s very essential for an E-Commerce organization to set up a simple tool which can set up a hassle-free connection between the customer and the organization.
An E-Commerce Businesses should use each medium of such communication with their customers e.g., social media (Twitter, Facebook, Pinterest, Instagram, WhatsApp, etc.), Communication (Toll-Free with IVR or a Virtual Number in case the budget is less), Email, Web and offline platforms as well.
Now we discuss why an E-Commerce business should use toll free number for their organization. We broke the requirement into two parts. 1. Why a customer calls on a tollfree number of an E-Commerce company? 2. Why an E-commerce must use the toll-free number?

1. Why Customer calls on toll free number of an E-Commerce Company?

• Customers wants to know more about online products – Customer is always curious about the new products. In online shopping the cant touch and feel the product before purchasing the products. So, their curiosity is not solved only by seeing the photo and details in the website. So to know more details about the specific product a customer tried to call e-commerce company regarding the product. So, a toll-free number of an e-commerce organization helps the customer to connect with them.
• Customer call on toll free number because he wants help for payment option – Sometimes customer is facing difficulties regarding the payment. Sometime they don’t understand how to pay for the product. Sometimes they face problems like, amount is debited but the website is not showing that the order is confirmed. So, to resolve this kind of issues a customer calls on the toll-free number of the e commerce company.
• Customer save their time to purchase online product – Sometime customer calls the company to know about his/her query. So, they can also save their time by communicating with a real person on the toll-free number.
• Customer call on toll free number because he wants to know about new offers and sale.

2. Why an E-Commerce must use the toll-free number?

• Promoting a new product – With a toll-free number an e commerce company can easily notify their customer about the new product arrival to their website.
• Highlighting the Website – A toll free number always increase the value of an organization. So when a customer finds a toll free number in the website then they feel a reliability about that website. So, in E-Commerce the human interaction is very less, but when customer finds a tollfree number, it gives them an assurance that there is someone on the other side who can help them in any issue. So, this number in the e-commerce website always builds reliability for the customer.
• Promote a sale – Same as the promoting new product, through toll free number an e-commerce company can promote their sale as well.
Advantages of a toll-free number
1. Brand Building — Toll-free number boosts your organization’s brand identity. An organization or business having a toll-free number instantly puts the organization’s in the image of a serious business.
2. Business Connectivity — Toll-free numbers help your business to stay always connected with your customers. An 1800 number is always easy to remember for a customer of a business organization. Your customer will be able to connect with your organization, no matter where your business is located.
3. Enhanced Customer Satisfaction — Toll-free number is loaded with features like IVR solution, Call Tracking, Call Transfer, On Hold Music, Call Conference, Call Forwarding, and many more. Average customer’s waiting time will be reduced with these automated features and customers will experience a more professional experience from your customer service.
4. Best Marketing tool — Toll-free technology has features like Live panel, call report, Call Tracking, Time-Dependent routing, and many more. Those tools of toll-free numbers help a business organization to monitor its customer calls, generate insight reports of customer calls. That information helps the organization to understand customer needs.
5. Increase your customer calls — Your business toll-free number gains trust and credibility towards your company from your prospects. The free calling feature of the 1800 number increases the chances of prospects connecting with your business.

Author's Bio: 

Sayantan Das, Digital Marketing Executive, Microtalk Communications Pvt Ltd. Microtalk communication is a tier 1 ISP in India. Microtalk is also a DOT licensed approved telecom service provider in India that manages an average of 40 million calls in a month.