Eighty percent of shoppers hang up the phone if they hit your voicemail, and most of them will never call back.
You have built a successful brand with a real team, but you are still losing sales because your phone support cannot be everywhere at once.
It is exhausting to manage staff, scripts, and costs while trying to give every caller the fast help they expect.
This guide will show you how to use customer answering services for eCommerce.
First, we will compare human teams against AI agents.
Then, we will look at the exact features you need to scale your store without the high overhead.
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What is a customer answering service for ecommerce?
At its core, a customer answering service is a third-party solution that takes care of inbound phone calls for your online store.
You can think of it as an extension of your team, dedicated to making sure no customer call is ever missed.
Their main job is to be your frontline support. This can range from taking messages and answering basic questions to qualifying new leads and even processing simple orders.
It is all about providing that first point of contact, especially during evenings, weekends, and holidays when you are not around.
As you start exploring, you will find two very different ways to do this:
- Traditional Answering Services: These services use live human agents to answer your calls. Companies like AnswerConnect and PATLive have teams of virtual receptionists who follow a script you provide. Their main selling point is the human touch.
- AI Answering Services: This is the modern version, using conversational AI to manage phone calls. Instead of a person reading from a script, an AI phone rep like Seth from Ringly.io connects directly to your store's data to give customers real-time, accurate answers and solve problems on the spot.
The traditional approach: A human-powered customer answering service for ecommerce
The traditional model is straightforward. You forward your business phone number to a call center, and when a customer calls, a live agent picks up.
They will greet the caller with your business name and follow an approved script to handle basic inquiries.
The goal is to provide a warm, human interaction. A real person can offer genuine empathy to a customer who is upset or dealing with a sensitive issue that a script cannot handle. They can also navigate conversations that are vague or off-topic, which can be a challenge for some automated systems.
For a fast-paced ecommerce business, this model has some characteristics that are important to consider. A key consideration is the level of integration, as most traditional services operate separately from your e-commerce platform.
While some, like PATLive, mention their agents can log into your software, it is a manual process. They cannot instantly look up an order status in Shopify, so they often take a message for your team to handle later.
Getting started also takes time. AnswerConnect mentions that setup usually takes a few days to get agents familiar with your scripts.
Since call centers can experience employee turnover, you may find yourself training new people on your brand, which can lead to variations in service quality.
Finally, these services may face challenges with scalability. When you hit a peak season like Black Friday, your call volume can increase significantly.
Traditional services can become busy, leaving customers on hold. If they do manage the calls, you may incur overage fees. AnswerConnect's entry-level plan, for example, charges $2.50 for every extra minute.
The modern approach: An AI-powered customer answering service for ecommerce
AI-powered answering services offer a different approach. Instead of relying on a human with a fixed script, you get an intelligent AI agent that plugs directly into your business systems for real-time information.
A great example is Ringly.io, which was built specifically for Shopify stores. Its AI phone rep, Seth, does not just take messages; it acts like a member of your support team.
It can answer questions, look up orders, and process returns by itself.
This approach addresses some of the challenges of other service models. A key feature is deep e-commerce integration. Seth connects directly to your Shopify store's data. When a customer calls asking, "Where is my order?" Seth can pull up their order information instantly and give them a precise, up-to-the-minute answer.
This is why Seth has an average resolution rate of 73%, meaning most calls are handled without needing a human at all.
Unlike the multi-day setup of some services, an AI agent can be up and running in minutes.
You can get Seth live and answering calls for your store in about three minutes. There is no script-writing or long training process needed.
You also get consistent responses. Seth provides the same on-brand, accurate, and helpful response every single time, 24/7.
You do not have to worry about an agent giving out the wrong information.
When it comes to scaling, AI offers significant advantages. An AI agent can handle one call or fifteen simultaneous calls during a flash sale without any issues.
There are no hold times and no drop in performance, making it suitable for high-growth stores. This automation can also be cost-effective.
The average cost per call with Ringly.io is around $0.38.
Key features to look for in a customer answering service ecommerce solution
Whether you are leaning towards a traditional or AI solution, here is a quick checklist of must-have features to help you make the right choice for your business.
1. 24/7/365 availability
This one is non-negotiable. Customers shop at all hours, and your support needs to be there when they need it. The good news is that both traditional and AI services typically offer around-the-clock availability.
2. Direct ecommerce platform integration
This is a very important feature for an online store. A service that cannot access your real-time order data is limited in its ability to resolve issues.
To help your customers, the system needs access to their information.
When you are talking to vendors, ask how their integration works.
Some methods involve agents manually logging into your systems, while others use a direct, automated API connection. A solution like Ringly.io uses a native Shopify integration to provide instant, automated resolutions.
3. Multilingual support
If you sell to customers around the world, you need a service that can speak their language. Many traditional services, like PATLive, offer bilingual support in English and Spanish, but this sometimes costs extra.
AI, on the other hand, can handle multiple languages. For instance, Ringly.io can support 40 languages out of the box, letting you offer a truly global and inclusive customer experience.
4. Fast onboarding and ease of use
As a business owner, your time is precious. You need a solution that can be up and running quickly. Look for a no-code setup that you can manage yourself without needing to hire a developer.
An AI agent from Ringly.io can be fully set up in just three minutes. This compares to the few days it can take to get a service like AnswerConnect off the ground.
5. Transparent and scalable pricing
The last thing you want is a service that becomes expensive as you grow. Be careful with plans that have low monthly rates but high overage fees.
A predictable pricing model is key for managing your budget.
Look for merchant-friendly models that align with your success.
An example is Ringly.io's performance guarantee, where you pay nothing until the AI proves it can resolve at least 60% of your customer calls.
Pricing comparison: Traditional vs. AI
To see the difference, let us put the pricing models side-by-side. The contrast in value becomes clear when you look at the details.
Choosing the right customer answering service for your e-commerce store
Both traditional and AI-powered answering services offer distinct benefits for e-commerce brands.
Traditional services provide a human touch that can be valuable for certain customer interactions.
AI services, on the other hand, offer deep integration and scalability, which can be beneficial for handling high call volumes and resolving issues automatically.
AI-powered services are intelligent agents that can become part of your business operations, providing real, immediate value to your customers.
When evaluating options, consider whether your primary need is for message-taking and basic support or for a service that can resolve a higher percentage of queries automatically.
This will help you build loyalty and protect your bottom line.
Start resolving customer calls today
Do not let missed calls turn into missed revenue. See how an AI phone rep can transform your customer support and free up your team to focus on growing your business.
Try Ringly.io for free and see how Seth can start resolving your customer calls in just three minutes.
Frequently Asked Questions
What exactly does a customer answering service do for an online store?
A customer answering service for ecommerce handles all your inbound phone calls, 24/7. Depending on the type, it can take messages, answer frequently asked questions, look up order statuses, and even process returns. The main goal is to ensure no customer call is ever missed, which helps capture sales and improve customer satisfaction.
How is an AI customer answering service different from a traditional one with human agents?
A key difference is integration. A traditional service uses human agents following a script, and they usually cannot access your store's live data. An AI service, like Ringly.io, connects directly to your ecommerce platform (like Shopify) to provide real-time answers about orders, shipping, and products, resolving most issues on the first call.
Can a customer answering service integrate with my Shopify store?
Yes, but how they integrate matters. Traditional services may involve agents manually logging into your backend. Modern AI solutions like Ringly.io offer a native Shopify integration, allowing the AI to instantly and automatically access order information to resolve customer queries efficiently.
How much does a customer answering service typically cost?
Costs vary widely. Traditional services can start around $350/month with higher fees for extra minutes. AI services are generally more cost-effective. For example, Ringly.io has plans starting at $99/month for 250 minutes, with much lower per-minute costs for additional usage, making it more scalable for growing businesses.
How quickly can I set up a customer answering service for my business?
Setup time is a key differentiator. Traditional services often take several days to train agents and finalize scripts. An AI-powered service like Ringly.io can be fully set up and ready to answer calls in as little as three minutes.
Will a customer answering service be able to handle calls during peak sales periods like Black Friday?
An AI-powered service is well-suited for this. Unlike a traditional service with a limited number of human agents who can get overwhelmed, an AI agent can handle many calls simultaneously without a drop in performance or long hold times. This makes it an effective solution for handling unpredictable call volume.
