Running an eCommerce store means juggling many different tasks, and customer support is a significant one.
While services like Smith.ai are useful for many businesses, online stores have a unique pace. You are not just answering calls; you are handling a steady flow of questions about orders, returns, and products.
As a business grows, so does the number of calls. You might notice that most questions are similar, such as "Where is my order?" or "How do I start a return?". Scaling a human team to handle this 24/7 can become expensive quickly.
That's why we put together this guide to Smith.ai alternatives designed for the needs of a modern eCommerce brand.
Understanding AI phone agents for eCommerce
AI phone agents are more advanced than traditional virtual receptionists or interactive voice response (IVR) systems.
Instead of only taking messages or routing calls, these agents are designed to understand, respond, and solve problems independently.
They use technologies like speech-to-text, natural language processing, and AI models to conduct natural-sounding conversations. A key aspect is their ability to connect directly with your business tools.
For an eCommerce store, this means an AI agent can look up an order in Shopify, explain a return policy, and process an exchange without escalating the call to a human agent.
How we evaluated Smith.ai alternatives for eCommerce
Finding a suitable fit for an an online store involves looking beyond generic answering services. We assembled this list based on criteria important for busy merchants.
- eCommerce integration: We looked for services that connect directly with platforms like Shopify. This allows the service to access real-time order, product, and customer information to provide accurate answers.
- Automation and resolution rate: The objective is to solve a customer's problem on the first attempt. We focused on solutions that can handle common questions independently. For instance, some AI agents can resolve a high percentage of calls without human assistance.
- Ease of setup: Tools designed for eCommerce often prioritize a quick setup process that can be completed without a developer.
- Transparent and scalable pricing: We considered pricing models that are predictable and can scale with a business's growth.
A comparison of Smith.ai alternatives for eCommerce
4 Smith.ai alternatives for eCommerce stores
Here’s a closer look at some options for your store's phone support.
1. Ringly.io
Ringly.io is an AI phone agent platform designed for eCommerce, particularly for stores on Shopify.
Its AI agent, Seth, is built to act as a support team member available 24/7 to assist customers. The platform is used by over 2,100 Shopify merchants.
Pros: A key feature is its deep, native Shopify integration. Seth can pull real-time data to answer specific questions about order status, returns, and product details. With a resolution rate of around 73%, it handles many calls autonomously.
It also supports over 40 languages, which is beneficial for stores with international customers. The platform can be set up in a few minutes without coding.
Cons: Its specific focus on eCommerce may make it less suitable for businesses in other industries. As a newer platform, it has a different history compared to more established providers in various sectors.
Pricing:
- Start: $99/month for 250 call minutes.
- Grow: $349/month for 1,000 call minutes. This plan includes a guarantee where you pay $0 until Seth resolves 60% of your first 100 eligible calls.
- Scale: $1,099+/month for 3,000+ minutes, a private Slack channel, and custom integrations.
2. ServiceAgent.ai
ServiceAgent.ai is an AI call answering platform designed for home and field service businesses.
Its typical users include professionals like plumbers, HVAC technicians, and roofers.
Pros: Its primary strength is automating workflows for service companies. It can book appointments, qualify leads based on specific rules, and trigger actions in CRMs like Jobber. The platform also features a natural-sounding voice AI.
Cons: ServiceAgent.ai is not designed for eCommerce. Its integrations and AI are trained for service appointments and lead intake rather than processing Shopify orders or handling return requests. An online store would likely require custom development to adapt the platform.
Pricing: ServiceAgent.ai uses a pay-per-use model. After an initial $20 free credit, AI calls are charged at 1 credit per minute, costing $0.99.
3. Ruby
Ruby is a virtual receptionist service that employs human agents. For businesses that prefer every call to be answered by a US-based professional, Ruby is one available option.
Pros: Ruby is recognized for its customer experience. Its receptionists typically answer calls in under ten seconds and offer 24/7 bilingual support in English and Spanish. The service also includes customizable call handling and a mobile app for management.
Cons: Key considerations are the cost and the pricing model. The per-minute billing can become costly as call volume increases. Additionally, the service does not offer the automation of an AI platform, as receptionists cannot look up order information to resolve eCommerce-specific issues.
Pricing: Ruby's plans are based on receptionist minutes and start at $250/month for 50 minutes.
4. Tidio
Tidio is a customer communication platform that focuses on live chat and AI-powered chatbots for websites. Its AI bot, Lyro, can automate a significant portion of web-based chats.
Pros: Tidio is user-friendly and offers a set of tools for engaging with website visitors. It integrates with Shopify, allowing it to check order statuses and recommend products within the chat window.
It can be a useful tool for online sales and support through a website.
Cons: It is important to note that Tidio is not a dedicated phone support tool.
The platform does not have built-in voice or call-handling features. For businesses looking for an alternative to manage phone calls, Tidio addresses a different communication channel.
Pricing:
- Free: A free plan is available that includes 50 billable conversations.
- Starter: Starts at $24.17/month.
- Growth: Starts at $49.17/month.
How to choose the right phone support for your eCommerce store
Deciding on the right service for your store depends on your specific needs. Here are a few factors to consider.
- Analyze your support needs: Review your call logs or support tickets to identify the main reasons customers are calling. If you see recurring questions about orders and returns, an automated solution may be beneficial.
- Prioritize eCommerce integration: A generic AI can answer questions from a script, while one that is connected to Shopify can provide specific details like package arrival times. For an online store, this level of integration is particularly useful.
- Test the customer experience: Many services offer a free trial or a demo. It is a good practice to test the service by calling as a customer to evaluate if the agent sounds natural and understands different accents. For example, you can call Ringly.io's demo number at +1 888-433-6691 to interact with its AI, Seth.
- Evaluate pricing scalability: A per-minute model can become expensive, especially after a successful marketing campaign. Compare flat-rate plans with per-minute services to find a model that aligns with your growth.
For a deeper dive into how AI can transform your Shopify store's operations, this video provides a great overview of essential tools.
This video provides a great overview of essential AI tools that can transform a Shopify store's operations.
Final thoughts on Smith.ai alternatives for eCommerce
Phone support for eCommerce is evolving. The choice is no longer limited to hiring more staff or using a basic answering service. Specialized AI agents offer another way to provide fast, accurate support around the clock.
The right Smith.ai alternative for you depends on your business goals. If a human touch for every call is a priority, a service like Ruby may be suitable. If your focus is on website chat, Tidio is a capable tool. For Shopify stores looking to automate repetitive phone calls, a purpose-built solution can be an efficient way to manage customer inquiries and support growth.
If you run a Shopify store and want to see how an AI phone agent can handle over 70% of your support calls automatically, consider trying Ringly.io.
You can set up Seth in three minutes and evaluate the results.
Frequently Asked Questions
Why is Ringly.io considered a Smith.ai alternative for eCommerce?
Ringly.io is designed specifically for eCommerce stores, particularly those on Shopify. Its deep integration allows its AI agent, Seth, to access real-time order and product information to resolve customer issues like "Where is my order?" on the first call, which generic services may not be able to do.
When should I choose a human-based service over an AI-powered one?
A human-based service like Ruby is suitable if your business model requires a personal, high-touch experience for every call and your call volume is manageable. They are effective for building rapport but can be more expensive and less scalable for handling repetitive eCommerce queries.
How can I tell if my store needs a Smith.ai alternative?
If your team spends significant time answering the same questions about orders, returns, and shipping, it may be a sign you could benefit from an alternative. An AI agent can handle these common queries 24/7, freeing up your team for more complex issues.
Are there free Smith.ai alternatives for eCommerce?
While most dedicated phone support services are paid, some platforms like Tidio offer a free plan for their chat services, which can handle some customer queries on your website. For phone support, many providers offer a free trial, allowing you to test the service before committing.
What is the main difference between alternatives built for eCommerce versus general businesses?
The primary difference is integration. Alternatives designed for eCommerce, like Ringly.io, connect directly to platforms like Shopify. This allows them to provide specific, accurate answers about orders and products, whereas general services typically work from a script or take messages.
