Ecommerce Answering Service for Shopify: Why Support Is Your Real Growth Lever

When I speak with Shopify founders, there’s a pattern I see again and again.

They’ve built a great product, optimized their store, and invested in traffic… but they are still losing customers... Not because the ads didn’t work, or the product wasn’t good enough, but because when people reached out for help, they didn’t get the support they needed.

My co-founder Maurizio, has experienced this problem first hand, when he used to run a Shopify store and together at Ringly, we’ve worked with dozens of founders that are experiencing the same problem. We’ve seen first-hand that in e-commerce businesses, support is where growth is made or lost.

Support Is Not Just Email and Chat

For most Shopify stores, “support” means email and live chat. Both are important, but they’re not enough. Your customers expect an answers instantly, and they will choose the channel that’s most convenient for them.

That’s exactly why phone support is still a channel that a lot of customers expect even in 2025.

Research shows that:

• 61% of shoppers prefer to talk to a human before making a big purchase.
• Customers are 4x more likely to buy after a live call than after a chat interaction.
• A single missed call can cost between $50 and $500 in lost revenue, depending on your average order value.

And yet, many ecommerce companies don’t even have a proper call answering service in place.

The Shopify Founder’s Dilemma

One founder we worked with ran a successful beauty brand on Shopify. Her ads were driving thousands of visitors, but she was still missing 35% of inbound calls, many coming outside business hours. She had a small in-house team, but they just could not deliver 24/7 support.

She tried outsourcing to a call center, but they didn’t know her products well enough to answer product questions or follow her call scripts. Sadly this ended in frustrated customers, wasted ad spend, and growth was stalled.

What a Complete Ecommerce Answering Service Looks Like

A real ecommerce answering service doesn’t just pick up the phone. It combines live answering service, virtual receptionist capabilities, and integrations with your ecommerce platform and CRM to cover all customer service needs.

That means:

• Live answering for every incoming call and e-commerce call
• Handling inquiries across phone, email, and chat
• Bilingual service to expand your market
• Recording every detailed call in your systems
• Providing real-time updates to your team
• Being always available to assist, 24/7
• Helping you process orders directly over the phone
• Answering sales calls with your exact call scripts
• Covering peak periods without extra in-house overhead

Things We’ve Learned Working With Dozens of Stores

#1: Audit your inbound calls for the last 60 days. You’ll likely see spikes after email campaigns, TikTok videos, or flash sales. If those calls go unanswered, you’re throwing away ad spend.

#2: Even if you use live chat, test adding a business phone number in your header. We’ve seen stores increase conversion on high-ticket items just by showing customers they can speak to a real person.

#3: Tag recurring customer needs in your CRM. If 20% of inquiries are about tracking, create a quick process for handling WISMO tracking calls, you’ll improve your customer experience and cut support time.

Choosing the Right Partner

When you compare providers like AnswerConnect, Ringly, or other best answering service options, make sure they:

• Integrate seamlessly with Shopify and your e-commerce platform
• Offer a service that operates around the clock
• Have a pricing structure that scales with your business
• Provide a helpful service for prospective customers and current clients
• Offer a free trial or free for 14 days so you can test them risk-free

Why This Matters for Shopify Growth

Support is not just about answering questions, it’s about building trust at the moment of decision. Whether it’s answering the call, resolving inquiries in real time, or delivering exceptional customer care, your e-commerce support solutions are what turn visitors into buyers.

In a world where ads get more expensive and competition is increasing by the day, the fastest way to grow might not be new traffic… it might be making sure every customer interaction ends with a purchase.

Why I Recommend Ringly.io for Shopify Stores

As a founder, I know how much time and energy customer support can take, especially when you’re trying to grow. That’s why we built Ringly.io to take care of the calls for you, without losing the personal touch your customers expect.

It connects directly to Shopify, so before the call even starts, it already knows who’s calling, what they’ve ordered, and any past issues. It can give shipping updates, answer product questions, recover abandoned carts, and even help make a sale, any time of day.

We’ve used it to help dozens of e-commerce founders get their time back while keeping customers happy. If you want to stop worrying about missed calls and still deliver great service, give it a try.

Start your free 14-day trial on Shopify and see how it can work for your store.

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