Twitter Facebook LinkedIn Flipboard 0 The online retail industry is booming. eMarketer estimates that B2C e-commerce sales across the globe increased 17.1% in 2013, totaling more than $1.2 trillion. By 2016, that number should surpass $1.8 trillion. The total number of digital buyers will likely reach 1.03 billion in the next two years, making up 45.1% of the world’s population. But while e-commerce continues to grow, many online retailers are still missing out on significant revenue because they ignore one critical device: the phone. Let me hit you with some knowledge: Fact: Shoppers worldwide are embracing e-commerce stores and spent more than $1.2 trillion online in 2013. Fact: The widespread adoption of mobile technology is further increasing the amount of money and time spent on online stores, which are expected to generate $370 billion in the United States alone by 2017. Fact: The proportion of consumers in the United States with a smartphone is projected to reach 75% within the next few years, while more than 1 billion users worldwide are predicted by 2017. But did you realize…. Fact: 77% of online shoppers would prefer to get help from a live representative before making an online purchase. Fact: 82% of online shoppers have experienced a lack of live assistance from an online store, and 52% said it affected their decision not to purchase. Fact: 58% of online shoppers have had a question for the company that is not answered on its website. It appears (however counterintuitive it may seem) that online shoppers appreciate both the convenience of e-commerce purchasing options AS WELL AS the ability to speak with a brand representative about any questions or concerns they may have. Online retailers can quickly stand out from the competition and increase revenue by simply adding a phone number to their web pages and offering a more diverse set of service options to shoppers. Online retailers that are accessible to customers both online and via phone interactions tend to have better reputations. Shoppers want to know they can contact the brand directly with any questions or concerns, thus placing more trust in the company. And when a customer is happy, they will likely talk about their experience to friends and family. This means more sales and happier customers. To-Do List Is that all? Not exactly. To make the best use of phone interactions with shoppers, online retailers should adopt call tracking and call management solutions that enhance the monitoring, routing, and analysis of each call throughout the sales lifecycle. Not only will e-commerce brands improve sales and customer satisfaction levels with voice-based marketing automation, but enjoy the ability to track down the marketing campaign behind each phone lead. Online shoppers may be all for the digital purchasing experience, but a store without a phone number for direct communication is often viewed as untrustworthy. Similarly, if a website were to crash, freeze, or the checkout process is too confusing, direct phone lines ensure all shoppers can complete a purchase quickly and efficiently. When shoppers have their questions answered and feel valued by the brand, they are more likely to become repeat buyers. Cha-ching! Furthermore, e-commerce marketing teams can track each phone lead back to a specific campaign or initiative to prove and improve ROI. Understanding the finite details of lead generation is key when making budget decisions for campaigns in the future. Without call tracking, your company may be funneling marketing spend into the wrong campaigns and thus limiting revenue growth. That’s a problem. To learn about more call tracking best practices for e-commerce businesses, check out our white paper “Tips for E-Commerce: 4 Steps to Drive Sales with the Phone.” Twitter Tweet Facebook Share Email This article originally appeared on Ifbyphone and has been republished with permission.Find out how to syndicate your content with B2C Author: Kane Pepi <p>Kane Pepi is an experienced financial and cryptocurrency writer with over 2,000+ published articles, guides, and market insights in the public domain. Expert niche subjects include asset valuation and analysis, portfolio management, and the prevention of financial crime. Kane is particularly skilled in explaining complex financial topics in a user-friendly … View full profile ›More by this author:VoIP Basics: Everything Beginners Should Know!Bitcoin Investment, Trading & Mining: The Ultimate Guide for BeginnersIs This a Better Way to Set Your 2020 Goals and Resolutions?