Power up your online store’s communications with the right VoIP phone system
Learn how a scalable VoIP phone system can help eCommerce businesses like yours streamline support, boost team collaboration, and scale with confidence.
Whether you're resolving a customer query, coordinating with a supplier, or collaborating with your remote team, the speed and clarity of your communication can make or break a sale. Many eCommerce businesses rely heavily on email, social media, and live chat for support, but these tools, while valuable, can’t always provide the immediacy or personal touch customers expect.
This is where a VoIP phone system becomes a powerful asset. Unlike traditional phones, VoIP enables voice communication over the internet, offering more flexibility and control without the expensive infrastructure. It allows your support team to handle calls from anywhere, integrate customer information seamlessly, and respond faster — all while keeping overheads low.
As your business grows, so do your communication needs. More customers mean more inquiries, more sales mean more orders to track, and more products mean more team coordination. A scalable VoIP solution ensures you're ready for this growth, delivering a professional, responsive experience that builds trust and loyalty. Whether you're a two-person team or scaling up to a larger operation, now is the time to future-proof your communications with a system built for eCommerce.
VoIP phone system solutions for growing eCommerce businesses
Call analytics for customer insights
Data-driven decisions are the backbone of any successful eCommerce strategy — and that includes your communications. VoIP systems provide access to rich analytics dashboards that track call volumes, call duration, response times, missed call patterns, and customer wait times. These insights can help you identify service bottlenecks, measure agent performance, and optimise staffing during peak shopping periods or promotional campaigns. Analysing these trends over time also helps in forecasting future demand and improving your overall customer experience strategy.
Click-to-call from product pages or emails
A direct line to your team can significantly increase conversions, especially for high-ticket items or complex product categories. VoIP enables you to embed click-to-call buttons on your website, product pages, FAQs, and marketing emails. This creates a frictionless way for customers to reach you at the exact moment they’re considering a purchase or need clarification. It also works well for abandoned cart recovery campaigns, where proactive calling can convert hesitant browsers into loyal and repeat buyers, enhancing both sales performance and customer trust.
Flexible call management during seasonal spikes
In eCommerce, demand can spike unexpectedly during holiday seasons, viral campaigns, or product launches. Traditional phone systems often fail to cope with sudden traffic surges, but VoIP solutions are built for flexibility. You can add new lines or users in minutes, assign overflow calls to remote agents, or implement round-robin call distribution to keep things flowing. Features like time-of-day routing and priority call queues ensure that no customer gets left behind, helping your business stay agile and responsive even during the busiest shopping periods.
Cost-effective international calling
Selling globally means you’ll regularly communicate with customers, vendors, or fulfilment centres in different time zones. VoIP makes international calling feasible and affordable, with transparent pricing and no need for physical infrastructure. Many systems allow you to set up virtual numbers in foreign countries, letting you maintain a local presence while operating from your home base. This is valuable for eCommerce businesses with suppliers or customers overseas, offering a seamless, professional experience at a fraction of traditional telecom costs.
Key features of cloud-based business phones
Mobile and desktop apps
Modern systems come with apps that allow your team to make and receive calls from smartphones, tablets, and desktop computers — no desk phone required. This supports hybrid working environments while ensuring your team is always reachable.
Auto-attendants
An auto-attendant answers calls professionally and guides the caller through menu options like “Press 1 for Sales.” This keeps your business sounding polished and ensures customers are directed to the right contact or department quickly.
Call recording
All calls can be automatically recorded and stored in the cloud, providing a valuable archive for training, dispute resolution, and compliance. You can review calls to assess employee performance or refer back to customer queries easily.
Voicemail-to-email
When a voicemail is left, the system transcribes it and sends it directly to your email inbox, sometimes with an audio attachment. This makes follow-ups faster and ensures important messages don’t get lost or delayed in the system.
Call forwarding rules
Custom call forwarding lets you route calls based on specific criteria like business hours, user availability, or caller ID. For example, after-hours calls can go to a mobile, or VIP clients can be routed directly to your senior team.
How Uniden helps eCommerce businesses stay connected
At Uniden, we understand the fast-paced, customer-driven world of eCommerce. That’s why we offer reliable cloud-based phone systems tailored to your needs. Our VoIP solutions are designed to grow with your business — whether you’re expanding your product lines, entering new markets, or hiring remote support agents. With easy setup, local support and scalable features, we make it simple for eCommerce teams to stay connected with customers, partners and each other.
Your online store deserves a phone system that can keep up with your growth.
Discover how a modern VoIP phone system can elevate your customer experience and streamline your operations.
Frequently asked questions
What is a cloud-based phone system and how does it work?
A cloud-based phone system lets you make and receive calls using the internet instead of traditional landlines. It converts voice into digital signals and offers advanced features for business communications.
Is a cloud-based phone system secure for my customer calls?
Yes. Modern VoIP systems come with encryption and security protocols that keep your business calls and customer data safe and compliant with industry standards.
Can I use my existing hardware with a cloud-based phone system?
In many cases, yes. Most VoIP systems are compatible with standard headsets and desk phones, or you can use mobile and desktop apps to take calls from any device.
How much internet bandwidth do I need for VoIP?
VoIP calls use minimal bandwidth — around 100 kbps per call. As long as your internet connection is stable, you can run a VoIP system alongside your eCommerce tools without issues.
What happens to my cloud-based phone system if the internet goes down?
Most VoIP systems offer automatic call forwarding to mobiles or voicemail if internet access is interrupted, so your customer service never misses a beat.
