Every missed call is a potential lost sale. When customers have questions about shipping, returns, or product details, they expect answers immediately.
Research shows that 1 in 3 people abandon an online purchase when they can't reach the seller.
An ecommerce answering service handles your customer calls 24/7, processes orders, answers questions, and ensures you never miss a sales opportunity.
Some use human receptionists, others use AI, and many offer a hybrid approach.
I spent weeks testing and researching the top ecommerce answering services to find which ones actually deliver. Here's what I discovered.
Editor’s note: Want to hear some sample AI support calls made for your Shopify store?
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What is an ecommerce answering service?
An ecommerce answering service acts as your virtual customer support team, handling incoming calls when you can't.
Unlike traditional call centers that simply take messages, modern ecommerce answering services actively support your sales process.
These specialized services manage customer inquiries, process orders, handle returns, and provide round-the-clock support.
They integrate with your ecommerce platforms to access real-time inventory information and order details, serving as a seamless extension of your business.
The key difference from generic answering services? Ecommerce-specific features like Shopify integration, order processing capabilities, and support for high-volume sales periods like Black Friday.
How I evaluated these ecommerce answering services
I tested each service using a consistent set of criteria:
- Pricing transparency: Do they show prices upfront or hide behind "contact us" forms?
- Ecommerce integrations: Do they connect with Shopify, WooCommerce, and other platforms?
- Feature set: Can they process orders, or just take messages?
- Setup speed: How quickly can you get started?
- User feedback: What do actual customers say?
Most providers offer free trials, so you can test before committing.
I focused on services that specifically target ecommerce rather than general business answering.
Top 7 ecommerce answering services compared
1. AnswerConnect
AnswerConnect stands out as a premium human-powered answering service with impressive credentials.
They were voted Best Answering Service for 2026 by Forbes and maintain a 4.9 out of 5 rating on Trustpilot based on over 1,300 reviews.
Their ecommerce offering goes beyond basic message-taking.
Agents can process orders, take payments, and guide visitors through your website using live chat integration. They also offer lead qualification, call routing, and CRM integration.
What makes them unique is their environmental commitment. They've planted over 99,000 trees as part of their sustainability efforts, which resonates with eco-conscious brands.
Key features:
- 24/7 live answering with real people (no bots or voicemail)
- Order processing and payment collection
- CRM integration and lead qualification
- Live chat support for your website
- Call routing and transfer capabilities
Pricing: Contact for custom quote (pricing not publicly displayed)
Best for: Environmentally conscious brands wanting premium human service with proven reliability.
2. Ringly.io
Ringly.io takes a different approach with their AI phone agent called Seth.
Unlike traditional answering services, Seth handles calls autonomously, resolving approximately 73% of inquiries without human intervention.
The deep Shopify integration is what makes Ringly.io special for ecommerce.
Seth can look up orders, process returns and exchanges, answer product questions, and escalate only when necessary. It pulls real-time data from your store to give accurate answers about inventory, shipping status, and policies.
Setup takes about 3 minutes with no coding required. You simply connect your Shopify store, configure your preferences, and get a phone number (or port your existing one).
Key features:
- AI agent "Seth" resolves ~73% of calls autonomously
- Deep Shopify integration for order lookups and returns
- Supports 40 languages for global customer bases
- Call recordings and analytics dashboard
- Escalation rules to human agents when needed
Pricing:
- Start Plan: $99/month (250 minutes)
- Grow Plan: $349/month (1,000 minutes)
- Scale Plan: $1,099+/month (3,000+ minutes)
- Overage: $0.19 per minute
Best for: Shopify stores wanting AI automation with high resolution rates and transparent pricing.
3. AnswerForce
AnswerForce earned Forbes Best Answering Service recognition in 2025.
They differentiate themselves by including team collaboration tools with every plan: video meetings, live chat, and team messaging software.
Their bilingual receptionists handle both English and Spanish calls, which is valuable if you serve diverse customer bases.
They offer lead capture, outbound follow-up calls, and full integration with sales software and ticketing systems.
The ecommerce focus shows in their order-taking solutions. Agents can process orders over the phone, handle customer service inquiries, and provide after-hours support.
Key features:
- 24/7 live answering included in all plans
- Team video and collaboration software included
- Bilingual receptionists (English/Spanish)
- Lead capture and outbound calling
- Integration with sales and ticketing systems
Pricing: Contact for custom quote (pricing not publicly displayed)
Best for: Teams wanting integrated collaboration tools alongside answering services.
4. ReceptionHQ
ReceptionHQ operates with US-based receptionists across four states, giving them strong coverage for American businesses.
They specifically target retail and ecommerce with scalable services designed for peak sales periods.
Their agents can take orders, process payments, and provide tracking information.
They also offer campaign phone numbers for tracking marketing effectiveness, plus toll-free numbers for a national presence.
Integration-wise, they connect with popular tools including Zendesk, Square, Calendly, and Keap.
The 7-day free trial lets you test the service risk-free.
Key features:
- US-based receptionists across four states
- Order taking and payment processing
- Campaign phone numbers for tracking
- Toll-free numbers available
- Integrates with Zendesk, Square, Calendly
Pricing: Contact for custom quote (pricing not publicly displayed)
Best for: US-focused businesses wanting domestic agents and campaign tracking capabilities.
5. AnswerHero
AnswerHero positions itself as an affordable option for ecommerce businesses needing reliable phone support.
They emphasize their no long-term contract policy, letting you try the service without commitment.
Their bilingual service covers English and Spanish, with 24/7/365 availability including holidays.
Agents handle call answering, message taking, call forwarding, and basic customer inquiries.
The focus is on building customer trust through responsive service.
They highlight the statistic that 1 in 3 people abandon purchases when they can't reach sellers, positioning their service as abandonment prevention.
Key features:
- Bilingual service (English/Spanish)
- No long-term contracts
- 24/7/365 availability including holidays
- Call answering, message taking, and forwarding
- Focus on customer trust building
Pricing: Contact for custom quote (pricing not publicly displayed)
Best for: Small businesses wanting flexible, affordable bilingual service without contracts.
6. Specialty Answering Service
Specialty Answering Service (SAS) offers call center services at scale, making them suitable for growing ecommerce businesses.
They provide both shared agents and dedicated call center options.
Their software platform includes live script editing, detailed reporting, call recording, and message archives.
The ability to edit scripts in real-time lets you update how agents handle calls without lengthy delays.
For high-volume businesses, the dedicated call center option gives you agents focused exclusively on your account. This creates deeper brand familiarity and consistency.
Key features:
- Dedicated call center agents available
- Live script editing capabilities
- Advanced reporting and analytics
- Call recording and message archives
- Software portal for monitoring calls
Pricing: Contact for custom quote (pricing not publicly displayed)
Best for: High-volume businesses needing dedicated agents and advanced customization.
7. Absent Answer
Absent Answer specializes in order entry and phone support for ecommerce businesses.
They focus on providing live operators who can process orders using your existing systems.
Their service includes customized scripting so agents answer calls in your brand voice.
Real-time notifications via email or SMS keep you updated on urgent calls. They also offer software integration to connect with your existing tools.
Beyond order taking, they provide e-commerce technical support for customers struggling with your website, and general customer service for inquiries about products, shipping, and returns.
Key features:
- 24/7 order entry and phone support
- Customized scripting for brand consistency
- Real-time notifications via email/SMS
- Software integration capabilities
- E-commerce technical support
Pricing: Contact for custom quote (pricing not publicly displayed)
Best for: Businesses needing specialized order entry support and technical troubleshooting.
Key features to look for in an ecommerce answering service
Not all answering services are created equal. When evaluating options, prioritize these features:
Must-haves:
- 24/7 availability: Ecommerce never sleeps. Your answering service shouldn't either.
- Order processing: Taking messages is basic. Processing actual orders is valuable.
- Platform integration: Direct Shopify, WooCommerce, or BigCommerce connections save time.
- Call recording: Essential for quality assurance and dispute resolution.
Nice-to-haves:
- Bilingual support: Critical if you serve Spanish-speaking or international customers.
- Custom scripting: Ensures agents represent your brand accurately.
- Analytics dashboard: Helps you understand call patterns and customer needs.
- CRM integration: Automatically logs interactions in your existing systems.
Human vs. AI receptionists: Which is right for your ecommerce business?
The biggest decision you'll face is choosing between human agents and AI receptionists. Both have valid use cases.
Human receptionists excel at:
- Handling complex, nuanced customer issues
- Providing emotional intelligence and empathy
- Managing unusual situations not covered by scripts
- Building personal rapport with callers
The trade-off? Higher cost (around $18/hour plus benefits) and limited scalability during peak periods.
AI receptionists excel at:
- Instant, consistent responses 24/7
- Handling high call volumes without wait times
- Integrating deeply with ecommerce platforms
- Scaling instantly during sales events
Modern AI agents like Ringly.io's Seth resolve 70-80% of routine inquiries autonomously, escalating only complex issues to humans.
This hybrid approach often delivers the best of both worlds.
Bottom line: If your calls are mostly routine (order status, returns, FAQs), AI makes sense.
If you handle complex custom orders or high-touch sales, human agents may serve you better.
Making the right choice for your ecommerce business
Choosing an ecommerce answering service depends on your specific situation:
Choose human receptionists if:
- You sell high-consideration products requiring consultation
- Your customers expect white-glove service
- You handle complex custom orders
- Budget allows for higher per-call costs
Choose AI receptionists if:
- You run a Shopify store with routine inquiries
- You need 24/7 coverage at predictable costs
- You experience high call volumes or seasonal spikes
- You want deep platform integration
Match your platform: If you use Shopify, Ringly.io offers the deepest integration.
For other platforms, evaluate which service connects best with your existing tools.
Always start with a free trial. Test how agents handle real scenarios from your business.
The best service is the one that sounds like an extension of your team.
Get started with AI phone support for your store
If you're running a Shopify store and want to automate routine phone support, Ringly.io offers a 14-day free trial with no credit card required.
Their AI agent Seth integrates directly with your store, handles order lookups, processes returns, and resolves most calls without human intervention.
Setup takes about 3 minutes.
For stores processing hundreds of calls monthly, the time savings add up quickly. You get 24/7 coverage, consistent service, and detailed analytics on what your customers are asking about.
Start your free trial at Ringly.io and see how many calls Seth can resolve for your business.
Frequently Asked Questions
What is an ecommerce answering service and how does it work?
An ecommerce answering service handles incoming customer calls for online stores. When a customer calls your business number, the call forwards to the service. Their agents (human or AI) answer using your custom greeting, access your store data to help with orders, and either resolve the issue or escalate to your team. You receive notifications via email, SMS, or your dashboard after each call.
How much does an ecommerce answering service cost?
Pricing varies widely. Most human-powered services require custom quotes based on call volume. AI-powered services like Ringly.io offer transparent pricing starting at $99/month for 250 minutes. Expect to pay $0.15-0.25 per minute for overages. Setup fees, additional phone numbers, and custom integrations may add to the cost.
Can an ecommerce answering service process orders or just take messages?
Modern ecommerce answering services can do both. Premium services process orders directly using your existing ecommerce platform, take payments, and update order statuses. Basic services may only take messages for your team to follow up. When evaluating providers, confirm whether order processing is included or requires a higher-tier plan.
Do ecommerce answering services integrate with Shopify?
Yes, many services offer Shopify integration, though depth varies. Ringly.io offers the deepest native integration, pulling real-time order data, inventory, and customer information. Other services like AnswerConnect and ReceptionHQ also connect with Shopify but may have more limited data access. Always verify integration capabilities during your trial.
What's the difference between human and AI ecommerce answering services?
Human services employ live receptionists who answer calls personally. They excel at empathy and handling complex situations but cost more and have capacity limits. AI services use artificial intelligence to handle calls autonomously. They offer instant scalability, consistent responses, and lower costs, typically resolving 70-80% of routine inquiries. Many businesses now use hybrid approaches.
How quickly can I set up an ecommerce answering service?
Setup time varies by provider. AI-powered services like Ringly.io can be configured in about 3 minutes by connecting your Shopify store. Human-powered services typically require 1-3 business days for account setup, script customization, and agent training. Most providers offer free trials so you can test the service before fully committing.
