Retail companies can receive 200–600 inquiries per day about product availability, reservations, pickup, and order placement. IP telephony for retail companies helps you handle customer inquiries faster, distribute calls across stores, and increase conversion to sale.
At 200–600 inquiries per day, up to 15% of customers call about product availability, reservations, or pickup. If a customer doesn't get an answer within 5–10 minutes, some inquiries move to competitors.
IP telephony and a cloud PBX automatically route the call to the right store or consultant.
more confirmed orders and reservations
During Black Friday or seasonal sales, the number of inquiries can grow 3–5 times. At 1,000+ calls per day, some customers can't get through to the store.
The cloud PBX distributes inquiries between consultants, stores, and the contact center.
fewer missed calls during peak load periods
A chain of 10–50 stores can receive hundreds of inquiries about product availability at a specific location. Without routing, some calls get transferred between stores manually, which increases wait time.
The cloud PBX automatically routes the inquiry to the right store or department.
faster inquiry handling and fewer lost sales
One salesperson can handle 80–150 inquiries per shift. Without quality control, some potential buyers don't come back after a consultation.
Call recording and analytics help identify weak spots in salespeople's work and improve sales scripts.
higher conversion from inquiry to purchase
Retail companies operate through the website, the contact center, and the store network at the same time. Without a single system, some inquiries get duplicated or lost between channels.
IP telephony brings all communication channels and inquiry history into one interface.
faster inquiry processing and less load on staff
Run a test and see how fast inquiry routing affects sales, product reservations, and pickup.
up to 18% of calls were lost during promotions and seasonal sales
customers waited for answers about product availability, reservations, and pickup
inquiries were transferred between stores manually
when promotions launched, the load on consultants grew 2–3 times
connected IP telephony for the entire store network, set up a cloud PBX for automatic call routing, united 12 stores and the contact center into one system, and enabled call recording for consultation quality control
21%
more inquiries handled
17%
fewer missed calls
14%
more orders placed
up to 30%
faster inquiry distribution between stores
more
reservations and pickups from the same customer flow
During promotions, some customers simply couldn't get through to the store or quickly get product information. After launching DID Global, we started handling inquiries faster and, by our estimates, increased the number of placed orders by about 14%.
Michael Carter, Retail Operations Director, RetailHubIP telephony for retail has to absorb sharp load spikes during promotions, sales, and seasonal campaigns, when the number of inquiries can grow 3–5 times.
for chains of 5–50+ stores
between stores, the contact center, and departments
for quality control of consultations and sales
at 500–1,000+ inquiries per day