E-commerce brands with a phone support line know the pattern: 70% of inbound calls are about the same three things — where's my order, how do I return this, and when will this be back in stock. Each of those calls takes 3–5 minutes to resolve manually, and the answers almost always come from systems the agent is looking up in real time. It's repetitive, predictable, and expensive.
The problem gets worse during peak periods. Black Friday, holiday shipping, and major promotions spike call volume by 2–3x, and most brands can't flex their support team fast enough. Wait times go up, CSAT goes down, and the support team burns out handling the same questions on repeat while complex issues pile up in the queue.
The voice agent resolves the most common call types — order status, return initiation, and shipping updates — without any human involvement. Complex issues and escalation requests are routed to a support agent with full context, including order details and customer history.
A direct-to-consumer brand with a four-person support team handling 90+ inbound calls per day across order status, returns, product questions, and billing issues.
The brand had grown faster than its support team could scale. During a spring product launch, average hold times exceeded 6 minutes and CSAT scores dropped 18 points in two weeks. The team was spending the majority of their time on order status lookups and return requests — calls that followed the exact same script every time — while customers with complex product questions or billing disputes waited.
After deployment, the voice agent handles all order status, tracking, and return calls automatically by pulling from the order management system in real time. Support agents now handle only escalated issues — product defects, billing disputes, and VIP accounts — and average hold times for those calls dropped significantly.
We'll walk through your support call flow, discuss order system integration, and show you what a deployment would look like.