Most Shopify store owners focus on perfecting their website, optimizing product pages, and running ads.
But here's something that doesn't get enough attention: what happens when customers actually call?
Phone support might seem old-school in the age of chatbots and email tickets.
Yet many customers still prefer picking up the phone when they have questions about an order or need help with a return.
The problem? Answering those calls pulls you away from growing your business.
That's where a virtual receptionist for Shopify comes in.
Editor’s note: Want to hear some sample AI support calls made for your Shopify store?
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Let's break down what virtual receptionists actually do, how they differ from virtual assistants, and which option makes sense for your store.
What is a virtual receptionist and why your Shopify store needs one
A virtual receptionist is a remote service or AI system that answers phone calls on behalf of your business.
Unlike a virtual assistant who might handle emails, data entry, and social media, a receptionist focuses specifically on phone communication.
Here's the short version: virtual assistants are generalists who work across many tasks.
Virtual receptionists are specialists who handle one thing exceptionally well: phone calls.
For Shopify stores, this matters because phone support serves specific purposes that other channels can't match:
- Order tracking questions that need immediate answers
- Returns and exchanges that require walking customers through the process
- Product questions from shoppers who want to buy but need clarification first
- Urgent issues that customers don't want to wait hours to resolve via email
Research from Nextiva shows that virtual receptionists handle administrative functions like answering and routing calls, picking up instantly, and directing callers to the right department.
For ecommerce, this translates to happier customers and fewer abandoned carts.
Three ways to handle phone support for your Shopify store
When it comes to adding phone support, you have three main options. Each has different strengths, costs, and setup requirements.
AI phone receptionists
AI receptionists use voice technology to answer calls, understand customer requests, and provide responses without human intervention.
They're available 24/7 and can handle multiple calls simultaneously.
For Shopify specifically, AI receptionists like Betty AI and Ringly.io integrate directly with your store.
This means they can look up order status, process returns, and answer product questions using real-time data from your Shopify backend.
The key advantage is consistency. Every caller gets the same experience, and you never miss a call because it's after hours or during a busy period.
Human virtual receptionist services
Services like Abby Connect employ real people who answer calls using your business name and follow scripts you provide.
They offer a more personal touch and can handle complex situations that might confuse an AI.
Abby Connect integrates with Shopify through Zapier, allowing call details and messages to flow into your store's workflow automatically.
This creates a record of every interaction without manual data entry.
The trade-off is cost and availability. Human services charge more than AI solutions, and while many offer extended hours, true 24/7 coverage gets expensive fast.
Virtual assistants who handle phones
General virtual assistants from platforms like BruntWork or Upwork can include phone support as part of their responsibilities.
This is often the most affordable option, with offshore VAs available for $4-8 per hour according to BruntWork's pricing.
The downside? Phone support becomes one of many competing priorities.
A VA juggling order processing, email responses, and social media might not answer calls as promptly as a dedicated receptionist service.
AI vs human receptionist: which is right for your store?
Choosing between AI and human receptionists comes down to your specific needs. Here's a comparison to help you decide:
Choose AI if:
- You get mostly routine calls (order status, returns, FAQs)
- You need 24/7 coverage but can't justify night shift wages
- You want predictable monthly costs
- You're comfortable with customers interacting with technology
Choose human if:
- You sell complex or high-ticket products requiring consultation
- Your brand emphasizes white-glove personal service
- Callers often have emotional or nuanced issues
- You prefer the warmth of human interaction
Many stores actually use a hybrid approach: AI handles after-hours calls and routine inquiries, while human agents take over during business hours for complex issues.
Top virtual receptionist options for Shopify stores
Let's look at the specific solutions available for Shopify merchants, starting with the one you're already reading about.
Ringly.io
Ringly.io provides Seth, an AI phone support representative built specifically for Shopify stores.
Unlike generic AI voice tools, Seth understands ecommerce workflows and integrates deeply with your store data.
Key features:
- Answers calls 24/7 in 40 languages
- Looks up orders, processes returns, and handles exchanges automatically
- Escalates complex issues to your team when needed
- Provides call recordings, transcripts, and analytics
- Resolves approximately 73% of calls without human intervention
Pricing:
Overage minutes cost $0.19 per minute. Ringly.io offers a 14-day free trial, and you only start paying once Seth resolves at least 60% of your calls.
Betty AI
Betty AI is a native Shopify app that adds AI phone support to your store.
It's designed for merchants who want a quick, no-code setup.
Key features:
- One-click installation from the Shopify App Store
- Customizable voice and conversation workflows
- Real-time messaging widget for your website
- Automated responses to common questions
- Integration with your store's customer and order data
Pricing:
Betty AI requires external billing for actual call usage beyond the initial $1 app fee. You'll need to check their pricing page for current per-minute rates.
Abby Connect
Abby Connect offers live virtual receptionists who answer calls using your business name and transfer or message according to your instructions.
Key features:
- Real human receptionists based in the US
- Zapier integration to log calls in Shopify
- Custom call handling instructions
- Message taking and appointment scheduling
- Call recording and detailed reporting
Pricing:
Abby Connect doesn't publish pricing publicly.
You'll need to contact their sales team for a quote based on your expected call volume. Industry benchmarks suggest human receptionist services typically start around $300-500 per month for basic plans.
BruntWork
BruntWork provides offshore virtual assistants who can handle phone support along with other ecommerce tasks.
This is the most budget-friendly option if you're willing to invest time in training.
Key features:
- Dedicated VAs starting at $4-8 per hour
- 24/7 operation available
- Experience with Shopify platform
- Can handle phones plus other tasks (customer service, data entry, social media)
- Average 14-day setup time
Pricing:
BruntWork's model works best if you need help across multiple areas, not just phone support.
The trade-off is that your VA won't be as specialized as a dedicated receptionist service.
How to set up a virtual receptionist for your Shopify store
Getting started with phone support is simpler than you might think. Here's the process:
Step 1: Choose your approachDecide between AI, human, or VA based on your call volume, budget, and brand requirements. Most stores start with AI because of the lower cost and faster setup.
Step 2: Select a provider and planPick a service that fits your expected call volume. It's better to start small and upgrade than to overpay for minutes you won't use.
Step 3: Connect to ShopifyFor AI solutions like Ringly.io or Betty AI, this means installing their Shopify app. For human services like Abby Connect, you'll set up Zapier integration to sync call data.
Step 4: Configure call flows and scriptsDefine what happens when someone calls: What questions should be asked? What information should be collected? When should calls escalate to you?
Step 5: Train on your products and policiesUpload your FAQ, return policy, and product information. The more context you provide, the better your receptionist can handle calls.
Step 6: Test and monitor performanceMake test calls yourself. Review recordings and transcripts regularly to catch issues early.
Pricing breakdown and what to expect
Understanding the true cost of phone support helps you budget appropriately. Here's how the options compare:
Hidden costs to watch:
- Overage minutes: Most plans charge $0.15-0.25 per minute beyond your allowance
- Setup fees: Some human services charge $100-300 to get started
- Additional phone numbers: Extra lines typically cost $5-10 per month each
- International calling: Rates vary widely if you have global customers
ROI perspective:
A full-time in-house receptionist costs $30,000-50,000 per year plus benefits.
Even at the high end, virtual receptionist services rarely exceed $12,000 annually.
If phone support helps you close even a few additional sales or prevent cancellations, the service often pays for itself.
Getting started with AI phone support for your Shopify store
Adding phone support to your Shopify store doesn't have to be complicated or expensive.
For most merchants, AI receptionists strike the right balance between cost, capability, and availability.
The key is starting small. You don't need to commit to a year-long contract or hire additional staff.
Most AI solutions let you test the waters with a free trial and scale up as your call volume grows.
If you're looking for a solution built specifically for Shopify, Ringly.io offers a 14-day free trial with no upfront payment.
You only start paying once Seth resolves at least 60% of your support calls. It's a low-risk way to see if phone support moves the needle for your business.
Try Ringly.io free for 14 days
Frequently Asked Questions
What is a virtual receptionist for Shopify and how does it work?
A virtual receptionist for Shopify is a service that answers phone calls on behalf of your store. AI versions integrate directly with your Shopify backend to look up orders, process returns, and answer product questions automatically. Human versions employ real people who follow your scripts and can transfer calls or take messages.
How much does a virtual receptionist for Shopify cost?
AI receptionists typically cost $99-349 per month depending on call volume. Human receptionist services range from $300-1,000+ monthly. Virtual assistants who handle phones charge $4-50 per hour based on location and experience.
Can a virtual receptionist for Shopify handle returns and exchanges?
Yes. AI receptionists like Ringly.io's Seth can process returns and exchanges by accessing your Shopify order data during the call. Human receptionists can also handle these tasks if you provide them with the proper procedures and system access.
What's the difference between a virtual receptionist and a virtual assistant for Shopify?
A virtual receptionist specializes in phone calls and customer communication. A virtual assistant handles broader administrative tasks like data entry, email management, and social media. While VAs can answer phones, it's typically one of many competing priorities rather than their primary focus.
Do I need a virtual receptionist if I already have email and chat support?
Phone support fills gaps that other channels can't. Some customers prefer calling for urgent issues or complex questions. Offering phone support can increase conversion rates for high-ticket items and reduce cart abandonment from shoppers who need quick answers before buying.
How long does it take to set up a virtual receptionist for Shopify?
AI solutions typically take 15-30 minutes to set up. You'll connect the app, upload your FAQ and policies, and configure call flows. Human receptionist services usually require 3-14 days for onboarding, training, and script finalization.
Can a virtual receptionist for Shopify work with my existing phone number?
Most services allow you to either port your existing number or forward calls to a new number they provide. AI solutions like Ringly.io and Betty AI can work with your current business number through call forwarding or number porting.
