ZoomCell.com Phone System Success Story
RingCentral interviewed Shner Hickson, a titanium power seller on eBay and ZoomCell.com, an e-commerce site with an office and warehouse in Brooklyn, NY.
SH: RingCentral is a great option for our site visitors to reach us toll-free. It helps us serve our customers better and it has definitely helped us increase sales.
In what way does it impact sales?
SH: Since we switched to RingCentral's professional system, we have seen a 20% increase in over-the-phone sales, as well as an increase in Internet orders by customers who have called in with sales-related inquires.
Twenty percent is impressive.
SH: Consider that there are a lot of Web sites out there and not all of them are up-to-date, so speaking with someone lets customers know that everything is in order and that there are real humans on the other end. Also, with email, sometimes it can take a long time for them to get a complete response to their question, and giving our customers a real person to speak to boosts their confidence.
What did you use before RingCentral?
SH: Before RingCentral, we were using regular landlines, VoIP and cellular phones, but it was not always easy for customers to reach the right person at the right time. We didn't have a PBX system. The RingCentral system has advanced features that you can only find in expensive high-end PBX systems.
You're also a titanium power seller on eBay ($150,000 or more in sales). What's your strategy and key to success?
SH: We sell our most popular products as well as our overstock products and customer returns on eBay. The items are sold in fixed price "buy it now" listings, which allows us to choose the price the item will sell for.
Our key to success on eBay is quite simple. We provide honest, clear descriptions and a truly dedicated customer service staff. We have consistently maintained a customer satisfaction level of at least 99% or more based on customer feedback, which is no easy task.
SH: Because of the technical nature of cellular devices. It requires complete dedication to working with each and every customer and doing your best to provide full customer satisfaction, at all times. When customers see your feedback history and your dedication to customer service, they choose to buy from you.
Do you have a story about when RingCentral came in handy for you or for your employees?
SH: We had a large corporate customer who called with an important matter. Thanks to RingCentral, we were able to seamlessly transfer his call to the account manager, who happened to be on a business trip in Europe at the time. During this call, we closed a major deal.
How is your service configured?
SH: We set up our virtual PBX with five extensions, with calls going to our regular and VoIP phones and to our cellular phones. For sales, we direct all calls to three different phones that will ring simultaneously. Customer service and technical support employees set up their own regular hours of operation and direct all calls from those extensions to their cell phones. During after hours, calls are routed to voice mailboxes.
We have five employees who are all located in New York, but some travel. We sell nationwide. RingCentral allows them to stay in touch with customers no matter where they are.
What is ZoomCell.com?
SH: We're an online retail store selling high-quality cellular phones and Smartphone devices. If a customer wants to upgrade their handset, or buy a cellular-related gift, we can give them advice, products and support. What's unique about us is that our customers are not tied to any contract--and the devices can be used with any wireless network worldwide.