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Do Phone Numbers Decrease CR in a Dropshipping eCom Store? (2)

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Hi,

So the phone number on my Dropshipping store is an automated message with no live agents.

Does having a phone number displayed on the dropshipping store decrease CR in your experience?

Thanks

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I suspect every situation is different (depending on things such as niche and customer demo, and how well-trained your phone operators are), so the obvious advice would just be to test both with and without, and compare CR before and after.

Pros of having a number: Instills more trust by making your site look more legit. People that aren't tech saavy (e.g. the older generation), or people that are experiencing any technical issues during ordering and checkout, or people that have pre-sale questions or concerns that couldn't be bothered to email - a part of those people can be salvaged when they call in, assuming your operator is well-trained.

Cons: There's the extra cost of having to hire phone operators. And if they're not good at closing the sale, you may as well not display a number to even give visitors the chance to order by phone - the online sales funnel may do a better job.

So the key here is to make sure your operators are well-trained. It's best to give them scripts on what to say in some of the common situations and to create more scripts to handle new situations as they arise.

Hope that helps!



Amy

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