Be discoverable – local number, global opportunities
A local telephone number in e-commerce increases trust and conversion. Find out how it supports international expansion and how a flexible IVR system helps you test new markets.
Building customer trust outside the country
Expanding beyond the domestic market is a natural step in the development of many online stores. However, adapting the language of the website or introducing local payment methods is only the beginning. Real success depends on details that inspire confidence and convince customers to choose a particular brand.
One such element that is still too often underestimated is a local phone number. Although it may seem like an insignificant detail, in practice it becomes a tool that has a real impact on purchasing decisions, the number of abandoned shopping carts, and the overall image of the store.
Local number = local presence
For foreign customers, a local phone number is a clear sign that the company actually operates in their country. It is an important element of trustworthiness, which often becomes a key argument in the purchasing process.
In countries such as Germany, France, and Spain, the ability to contact customer service by phone is still considered standard. A business that does not offer this form of contact risks being perceived as opaque or unprepared to serve customers in that region.
Customer psychology: the number that makes the conversion
A visible phone number in an online store acts as a mental anchor. Even if the customer never calls, the mere fact that they have this option reduces their concerns about making a purchase. This gives them a sense of security and increases the chances of completing the transaction.
From our experience, we know that foreign customers often judge the credibility of a business based on how easy it is to contact them. A local phone number is not only practical, but also a real sign that the company operates in that country and takes its customers seriously.
Data and experience from many e-commerce businesses show that placing a telephone number in strategic locations – e.g. next to the shopping basket or on the product page – effectively reduces the number of abandoned orders. Such a detail can be decisive in gaining a competitive advantage, as customers are more likely to trust a brand that gives them the opportunity to contact them directly.
The telephone as a tool for fast handling
Not every customer wants to wait for a response via a contact form or email. In situations where time is of the essence, the telephone proves irreplaceable. It is a communication channel that provides an immediate response, increasing the chances of retaining the customer in the purchasing process.
What's more, even a one-person team answering calls in the local language can significantly improve the user experience. A warm, quick and professional conversation not only encourages the customer to finalise their purchase, but also makes them more likely to return and recommend the shop to others.
Live sales: upselling and cross-selling
A telephone conversation is not just about answering questions or solving problems. It is also an opportunity for additional sales. A customer enquiring about one product can be encouraged to purchase a whole set, relevant accessories or additional services.
The telephone also allows for immediate response in crisis situations. If a product is unavailable, the salesperson can offer an alternative in real time and save the transaction. This is a level of flexibility that cannot be replicated in email communication or chatbots.
Flexible support for your e-shop
Not every company needs a full call centre department right away. When entering a new market, during seasonal sales spikes or when testing potential, it is worth reaching for an intermediate solution – a local telephone number with an IVR system in the customer's language.
How does IVR work?
The customer calls and selects the topic of the conversation – for example, questions about an order, a complaint or an offer before purchase. The call is automatically directed to the appropriate email inbox. This makes it possible to estimate the real interest in telephone contact, collect useful data about customer needs and draw conclusions for the future.
Thanks to the IVR system, our customers can safely and systematically explore the potential of new markets. This allows us to better understand the needs of local customers and respond quickly before we start operating a full-fledged call center.
This approach allows you to test the market without having to deploy all your human resources. It is a simpler, cheaper, and less risky solution that gives the company time to decide whether it is worth developing comprehensive telephone services in a given country.
Your phone number as an investment for the future
A local phone number should not be considered an expense, but rather a strategic investment. It strengthens brand credibility, increases conversion rates, and improves the customer shopping experience. Combined with an intelligent IVR system, it becomes a tool for testing new markets and planning expansion.
Thanks to such solutions, online stores can reduce risk, optimize costs, and make more accurate business decisions. Most importantly, they build lasting relationships with customers who trust the brand and are more willing to buy.