By 2026, the cost of a single human support interaction is almost $6, while AI handles the same question for just $0.50.
You have built a great brand, but your team is likely answering the same "Where is my order?" calls every single day.
It is exhausting to watch your top talent waste hours on basic tasks while your payroll costs only go up.
But there is a fix.
The right setup will lower your support costs by 80% while giving your customers instant, 24/7 help.
This guide will go over the top tools to automate your phone lines and scale without hiring more staff.
First, we will look at the best software for Shopify.
Then, we will compare the top six tools to find your perfect match.
Editor’s note: Want to hear some sample calls made for your Shopify store?
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What is call center software for ecommerce?
Previously, call center software was primarily for handling phone calls. For ecommerce, it has become a much more powerful tool.
Today's call centers software for ecommerce is a platform built to manage customer conversations across different channels, like phone, email, chat, and SMS.
These tools are designed with the specific needs of online retailers in mind. They often connect directly with platforms like Shopify to pull up order information, automate answers to common questions, and help your team provide quick, accurate support.
The goal is to give your customers a smooth experience while making your support operations more efficient. As this infographic shows, modern platforms act as a central hub for all customer interactions.
Criteria for selecting the best call center software for ecommerce
To put this list together, the focus was on what's most important for a growing ecommerce brand. It’s not just about answering calls, the main goal is to build a support system that's efficient and can grow with you.
Here's what was considered:
- E-commerce integrations: The software had to connect deeply with platforms like Shopify, giving real-time access to order history, shipping status, and customer data.
- AI and automation: The ability to automate repetitive tasks is a huge plus. Extra consideration was given to tools that use AI to solve common issues without needing a human agent.
- Ease of use: You shouldn't need a developer on standby to get set up. The best platforms are intuitive and can be up and running quickly.
- Scalability: The software needs to be able to handle your busiest times, like Black Friday, without crashing or forcing you to hire seasonal staff.
A quick comparison of the top call center software for ecommerce
Here is a brief overview of the platforms we'll be looking at.
6 leading call center software platforms for ecommerce in 2026
1. Ringly.io
Ringly.io is built specifically for Shopify stores that want to automate their phone support.
Its AI agent, Seth, functions as a support representative who answers calls 24/7, looks up orders, processes returns, and handles common questions.
It’s designed to resolve most inquiries on its own, only passing a call to a human when it's absolutely necessary.
Pros: Ringly.io is notable for its specialized focus and simple setup. You can connect your Shopify store and get it running in about three minutes. Its AI agent, Seth, is resolving around 73% of calls without any human help across more than 2,100 stores.
This lets you offer instant, 24/7 phone support in over 40 languages without adding to your headcount. The platform also has a guarantee: you don't pay until Seth resolves at least 60% of 100 eligible calls.
Cons: Ringly.io is very specialized in AI voice support. If you need a single platform to manage email, live chat, and social media, you'll have to pair it with another helpdesk. It is built to work with other tools, but it's not an all-in-one solution by itself.
Pricing:
- Grow Plan: Starts at $0 with the guarantee. After the trial, it's $349/month for 1,000 call minutes.
- Scale Plan: Starts at $1,099/month for 3,000+ minutes and includes custom setup and integrations.
Best for: Shopify stores that want to automate a high volume of phone calls with a reliable and simple AI agent.
2. Gorgias
Gorgias is a well-known customer service platform built for ecommerce brands. It brings all your support channels, including email, live chat, phone, and social media, into one dashboard.
Its main advantage is its deep integration with Shopify, which lets agents see and even edit order information right from the helpdesk.
Pros: Gorgias is great for giving agents a complete picture of the customer. The tight Shopify integration means your team has all the context they need without juggling tabs.
You can see order history, issue refunds, and cancel orders directly from the ticket view. Gorgias also has an AI Agent add-on to automate responses to common questions.
Cons: While Gorgias offers phone support through Gorgias Voice, it operates as a feature within a larger helpdesk rather than a dedicated, autonomous call center. The pricing is ticket-based, which can become costly for stores with a high volume of support requests.
Pricing:
- Basic: Starts at $50/month (billed annually) for 300 tickets.
- Pro: Starts at $300/month (billed annually) for 2,000 tickets.
- Advanced: Starts at $750/month (billed annually) for 5,000 tickets.
- AI Agent and Voice are add-ons with separate usage-based pricing.
Best for: Ecommerce brands that want a powerful, all-in-one helpdesk with a strong Shopify integration.
3. Talkdesk
Talkdesk is a major player in the contact center world, built for large-scale operations.
It offers a platform specifically for retail called the Retail Experience Cloud™ that uses AI to manage customer interactions. It’s made for bigger businesses that need a powerful, scalable solution.
Pros: Talkdesk has a very powerful and complete set of features. Its AI agents are pre-trained for retail situations and can handle industry-specific tasks. The platform's analytics and reporting are excellent for large teams, and it comes with ready-to-use integrations for Shopify and BigCommerce.
Cons: Talkdesk is a comprehensive, enterprise-level platform, which may be more than what small to medium-sized businesses require. The setup can be more involved compared to simpler tools, as it's designed for large-scale operations.
Pricing:
- Digital Essentials: Starts at $85 per user/month.
- Voice Essentials: Starts at $105 per user/month.
- Elite (Omnichannel): Starts at $165 per user/month.
Best for: Large retail and ecommerce companies that need a highly customizable and feature-rich contact center.
4. Aircall
Aircall is a cloud-based phone system known for being easy to use and connecting with lots of other tools.
While it's not just for ecommerce, it's popular with online stores because it connects smoothly with platforms like Shopify and Gorgias. Aircall's main goal is to provide a reliable and user-friendly voice solution for teams.
Pros: Aircall's main advantages are its simplicity and extensive integration library. You can set it up in minutes and connect it to over 100 business tools, letting you add a powerful phone system to your current workflow.
Cons: While Aircall now has an AI Voice Agent, it is an add-on priced per minute. The core product focuses on providing a comprehensive phone system for human agents, with automation available as an additional layer.
Pricing:
- Essentials: Starts at $30 per user/month (minimum 3 users).
- Professional: Starts at $50 per user/month (minimum 3 users).
- AI Voice Agent: Add-on starting from $0.49 per minute.
Best for: Ecommerce teams that need a reliable, easy-to-use phone system that works well with their existing CRM or helpdesk.
5. Dialpad
Dialpad brings voice, video, and messaging together in one platform.
Its Ai Contact Center is especially interesting for ecommerce because of its focus on using AI to help agents. Dialpad's AI can transcribe calls in real-time, analyze customer sentiment, and give live coaching to agents.
Pros: Dialpad is distinguished by its real-time AI features. Getting instant transcriptions and seeing customer sentiment during a live call is incredibly helpful for coaching. The AI Live Coach Cards can pop up useful notes for agents when tricky questions come up, helping them give consistent answers.
Cons: While the AI is effective for analysis and agent assistance, it is not primarily designed for end-to-end autonomous issue resolution. Businesses aiming to automate a high volume of common calls may require a different type of solution.
Pricing:
- Dialpad offers custom pricing for its Ai Contact Center plans. You'll need to contact their sales team for a quote.
Best for: Data-focused support teams that want to use AI for real-time insights, agent coaching, and performance tracking.
6. Cloudtalk
Cloudtalk is a cloud-based call center software for sales and customer service teams.
It's a versatile solution for ecommerce, offering smart features like omnichannel support, skill-based routing, and plenty of integrations. It helps businesses provide more personalized support by connecting with the tools they already use.
Pros: Cloudtalk offers a good balance of features and price. Its smart routing is useful for ecommerce, letting you direct calls based on things like order history or language using a visual Call Flow Designer.
The platform also supports local numbers in over 160 countries, which is great for international brands.
Cons: Cloudtalk's AI features are primarily for analysis and agent assistance. For businesses looking to fully automate a large portion of their inbound calls, this approach may differ from their primary requirement.
Pricing:
- Starter: Starts at $25 per user/month (billed annually).
- Essential: Starts at $29 per user/month (billed annually).
- Expert: Starts at $49 per user/month (billed annually).
Best for: Growing ecommerce businesses that need a flexible contact center with strong call routing and analytics.
For a closer look at how these platforms operate in a real-world retail environment, the video below offers a helpful overview of the features and benefits you can expect from a modern ecommerce call center solution.
This video offers a helpful overview of the features and benefits you can expect from a modern ecommerce call center solution.
Tips for choosing the right call center software for ecommerce
Choosing the right platform can feel like a lot, but keeping a few things in mind will help you make the right call.
First, identify your main challenge. If you handle a high volume of repetitive calls, an automation-first solution could be beneficial.
If your team spends too much time switching between tools, an all-in-one helpdesk might be more effective.
Second, think about where your business is headed. You're going to grow, so pick a platform that can grow with you.
Think about how it will handle busy seasons and whether the price will still make sense as your support volume goes up.
Finally, get your team involved in the decision. Your support agents are the ones who will be using this software every day.
Let them try out your top choices. They’ll give you great feedback on what’s easy to use and what will actually make their jobs easier.
Get started with smarter phone support
Picking the right software is all about solving your biggest problems now while setting yourself up for future growth. Whether you need to give your agents better data or completely automate your phone lines, there's a solution out there for you.
If your biggest challenge is a constant flood of the same phone calls over and over, automating that channel can free up your team to focus on more complex issues. A dedicated AI phone agent like Ringly.io's Seth is designed to do exactly that, offering a simple but powerful way to provide 24/7 support.
Ready to see how an AI agent can change your phone support? Try Ringly.io for free and see how Seth can start handling your customer calls today.
Frequently Asked Questions
What's the main benefit of using a specialized call center software for ecommerce?
The biggest benefit is that it's built specifically for online stores. It integrates directly with platforms like Shopify to access order details, which means your team (or an AI agent) can give customers fast, accurate answers about their purchases without switching between different tools.
Can a small Shopify store afford call center software for ecommerce?
Absolutely. Many platforms offer different pricing tiers. For example, Gorgias has plans starting around $50/month, and solutions like Ringly.io even offer a trial where you don't pay until the AI proves it can handle a certain percentage of your calls.
How does AI in call center software for ecommerce help with customer support?
AI can handle the repetitive questions that take up most of your support time, like "Where's my order?" or "How do I make a return?" This frees up your human agents to focus on more complex problems and provides customers with 24/7 instant support.
What integrations are most important for call center software for ecommerce?
A deep integration with your ecommerce platform (like Shopify, BigCommerce, or Magento) is the most critical. This allows the software to pull real-time order and customer data. Connections to helpdesks, CRMs, and shipping carriers are also very helpful.
How long does it usually take to set up call center software for ecommerce?
It varies. Some enterprise-level platforms like Talkdesk can be more involved. However, many modern solutions are designed for quick setup. For instance, a tool like Ringly.io can be connected to your Shopify store and running in just a few minutes.
Can call center software for ecommerce handle support in multiple languages?
Yes, many platforms are built for global brands. For example, Ringly.io's AI agent can communicate in over 40 languages, allowing you to support customers from all over the world without needing to hire multilingual staff.
