Every call your team takes to track a package is a $15 drain on your bottom line.
You have built a great brand and a solid support team, but they are drowning in "where is my order" calls.
It is exhausting to watch your talented staff waste their day repeating the same tracking numbers over and over.
It gets worse.
In this article, we will go over the best IVR call management systems for retail apparel
First, we will look at the top five systems for 2026. Then, we will show you how to pick the one that fits your Shopify store.
Editor’s note: Want to hear some sample support calls made for your Shopify store?
- Just paste your store URL
- Get sample calls in under 20 seconds (no email required)
- Listen to demo calls for my store
What is IVR call management for retail apparel?
Interactive Voice Response (IVR) is an automated phone menu that guides customers.
Callers typically interact by saying commands or pressing keys on their phone, for example, "press 1 for returns, press 2 for store hours."
For an apparel store, this means the system can handle straightforward inquiries independently. It can answer common questions about a return policy, track an order, or provide store hours.
The primary goal is to provide customers with quick answers for simple questions and connect them to a human agent for more complex issues, creating a smoother process for customers.
Moving beyond basic phone menus with conversational AI
Many users are familiar with traditional phone menus where they might press "0" to speak with a person.
These systems can sometimes be rigid and may not handle specific questions about an order, which can lead to customer frustration.
This is where technology has evolved from basic IVR to conversational AI.
These modern systems are designed to understand natural language.
They can connect to an e-commerce platform, look up live order information, and resolve an issue during the call.
To better illustrate this evolution, the following graphic compares traditional IVR with modern conversational AI.
An AI phone agent, like Ringly.io's Seth, is designed for this purpose. It can understand a customer asking, "Hey, where's my new jacket?" and instantly pull up their Shopify order status without needing to involve a member of your team.
Our selection criteria for IVR systems
To compile this list, we focused on several key factors relevant to an online apparel store.
- E-commerce Integration: How well does the system connect with platforms like Shopify? The ability to pull order details and handle related questions automatically is essential.
- Ease of Use: Can a store owner set it up quickly without needing a developer? Simplicity is important for busy teams.
- AI & Automation Capabilities: Can the system resolve customer issues from start to finish on its own, or does it primarily forward calls? The level of automation is a key consideration.
- Scalability: Can it grow with your business? A suitable system should handle call volumes as they increase over time.
- Value for Price: Does the cost align with the features and benefits offered to a growing retail business?
A quick comparison of IVR call management solutions for 2026
5 IVR call management solutions for retail apparel in 2026
1. Ringly.io
Ringly.io is a platform featuring a dedicated AI phone representative named Seth, designed specifically for Shopify stores.
Seth answers phone calls 24/7, understands customer questions, and resolves common issues like checking an order status, processing a return, or answering FAQs.
It is designed to autonomously handle a high percentage of support calls, escalating to a human agent only when necessary.
- Pros: Ringly.io's primary strength is its deep, native Shopify integration. Seth can recognize customers by their phone number and provide real-time, accurate information about their orders. The setup process is designed to be quick, allowing store owners to get started in minutes without coding. With support for over 40 languages, it is a suitable fit for brands with a global customer base. The performance-based guarantee is also a notable feature.
- Cons: Ringly.io is focused on e-commerce phone support. Businesses looking for an all-in-one suite with video conferencing and internal team chat might need to pair it with another tool.
Pricing
- Grow Plan: Starts at $0 with a performance guarantee. You only pay after Seth resolves at least 60% of your first 100 eligible calls. After that, it's $349/month for 1,000 call minutes.
- Scale Plan: Starts at $1,099/month for 3,000+ minutes and includes custom integrations and a private Slack channel for support.
- Start Plan: A smaller $99/month plan is also available, which includes 250 minutes and is suitable for stores just getting started.
2. Aircall
Aircall is a cloud-based phone system known for its user-friendly interface. It’s made for sales and support teams that need a solid phone system that connects with their existing tools like a CRM or helpdesk.
Aircall’s IVR lets you set up custom rules to route calls to the right people on your team.
- Pros: Aircall features a clean dashboard and a large library of over 100 integrations, including Salesforce and HubSpot. This allows for syncing call data with customer records. Its skills-based routing is also useful for directing customers to the agent best equipped to help them.
- Cons: The three-user minimum on its plans may be a factor for very small teams. While Aircall integrates with e-commerce tools, it is a general-purpose phone system, so agents may still need to manually look up specific order details within their connected CRM or helpdesk. Its AI features for call summaries and transcription are mainly for assisting agents and are available as a paid add-on.
Pricing
- Essentials: $30 per user/month (3-user minimum) for IVR and core call features.
- Professional: $50 per user/month (3-user minimum) for more advanced features like Salesforce integration.
- AI Add-ons: The AI Assist feature starts at an additional $9 per user/month.
3. CloudTalk
CloudTalk is a call center platform that provides extensive control over call handling.
It is a good choice for businesses with complex needs that want to design specific call flows. It includes features like skills-based routing, VIP queues, and a visual designer to map out call flows.
- Pros: CloudTalk’s intelligent call routing can direct callers based on data from your CRM, helping to create a more personalized experience. The platform also offers international numbers in over 160 countries, which is a benefit for apparel brands that sell globally.
- Cons: The IVR feature is not included in the entry-level plan, requiring an upgrade to a higher tier. Many of the AI features for analytics and sentiment analysis are also sold as separate add-ons. This pricing structure means the total cost can increase depending on the features selected.
Pricing
- Starter: $34 per user/month, but it doesn't include IVR.
- Essential: $39 per user/month gets you unlimited IVR, call queues, and skills-based routing.
- Expert: $69 per user/month for advanced tools like power dialers and Salesforce integration.
- AI Add-ons: The AI Conversation Intelligence add-on is an extra $9 per user/month.
4. Nextiva
Nextiva is a unified communications platform that bundles voice, video, team chat, SMS, and social media into one dashboard.
Its IVR system is available on all plans and lets you create multi-level menus to guide callers.
- Pros: For businesses that want to manage all customer interactions in one place, Nextiva is a comprehensive option. Its omnichannel analytics track interactions across every channel, providing a complete view of the customer journey.
- Cons: With its extensive range of features, Nextiva may offer more functionality than is needed for a small retail store focused primarily on automating phone support. Its broad focus means it lacks the specialized e-commerce integrations required to automate order-specific inquiries. AI features like transcription and call summaries are only available on the highest-tier plan.
Pricing
- Core: Starts at $15 per user/month for basic IVR and unlimited calling.
- Engage: Starts at $25 per user/month for team SMS and toll-free numbers.
- Power Suite CX: Starts at $75 per user/month for advanced routing and AI transcriptions.
5. Dialpad
Dialpad is a modern business communications platform that incorporates AI into its services, including a phone system, messaging, and video meetings.
The IVR is included on all plans and comes with AI-powered features like real-time transcription and post-call summaries.
- Pros: Dialpad's real-time AI features are a key selling point. It provides agents with live transcripts and suggests responses during calls, which can be useful for training and service consistency. The platform is easy to use and includes team collaboration tools.
- Cons: Its AI capabilities are focused on assisting human agents rather than resolving calls autonomously. As a general business tool, it does not have native e-commerce integrations for handling order-specific questions without agent intervention.
Pricing
- Standard: Starts at $15 per user/month (when billed annually) for IVR and AI call transcriptions.
- Pro: Starts at $25 per user/month for CRM integrations and more call groups.
- Enterprise: Custom pricing is available for more advanced needs.
How to choose an IVR solution for your store
Here’s a simple way to determine which system is right for you.
Start with your biggest pain point
Are you missing calls after hours? Are your agents spending too much time on "where is my order" questions? Identify the primary problem you need to solve and let that guide your search.
Prioritize e-commerce integration
A generic IVR may not be sufficient for e-commerce needs, as it cannot provide specific order information. A solution that connects directly to your store's data, like how Ringly.io works with Shopify, can provide more helpful answers.
Think about your customer experience
Consider whether you want customers to navigate a simple menu or have a natural conversation. An AI-powered agent can feel more personal and less robotic, which can be a plus for your brand's image.
Look for a trial
It can be helpful to test a system before committing. Many companies offer a trial period to see if their solution works for you.
For instance, Ringly.io has a guarantee where you pay nothing until it meets a performance threshold, which is a way to see its impact without financial risk.
Automating calls to enhance customer relationships
For retail apparel brands, an effective call management system is one that understands the unique challenges of e-commerce. It’s not just about routing calls to the right person; it's about resolving them quickly and accurately.
While traditional IVRs and agent-assist tools have their place, a growing trend is conversational AI that can provide instant, personalized support 24/7. This frees up your team to focus on building relationships and handling the complex issues that require a human touch.
If you run a Shopify store and want to see how an AI phone rep can resolve a majority of your support calls automatically, give Seth a try. Start your trial of Ringly.io today.
Frequently Asked Questions
What features should an IVR system for retail apparel include?
It needs deep e-commerce integration (like with Shopify) to pull live order data. It should also have conversational AI to understand customer questions naturally, 24/7 automation for common queries, and a straightforward setup process.
How much do IVR systems for retail apparel typically cost?
Prices vary. Some systems charge per user, starting around $15-$30 a month, but may require a minimum number of users and have extra fees for AI. Others, like Ringly.io, have a flat monthly fee based on call volume and may offer performance guarantees.
Can IVR systems integrate with a Shopify store?
Yes, and the most effective systems are often built specifically for e-commerce. For example, Ringly.io has a native Shopify integration that allows its AI agent, Seth, to provide accurate, real-time answers using your store's data.
How long does it take to set up an IVR system?
This depends on the system. Traditional platforms can take days or weeks to implement. However, modern solutions designed for e-commerce, like Ringly.io, can be set up in a few minutes without coding.
Why is AI important for retail IVR systems?
AI transforms a basic phone menu into an intelligent agent. Instead of just routing calls, an AI-powered system can understand what a customer is saying, look up their order details, and resolve their issue on its own, saving time for your team.
Will an IVR system replace my customer service team?
The goal is not to replace your team but to make it more efficient. By automating repetitive questions (like order status or returns), your human agents are free to handle more complex, high-value conversations that require a personal touch.
