Industries › Ecommerce
VOCPhone for Ecommerce
You built a business with no phone number. Customers found one anyway.
Ecommerce was supposed to remove the phone. Instead you have a support inbox that never empties and a number people dig up when the order matters, at which point they are already annoyed.
Pre sale calls prioritised, because they are revenue
Keep every number you already advertise
We own and run the network, so uptime is ours to fix
Australian owned, hosted and supported, 15+ years in market
Sizing answered · link texted
Wed 4:50pm
Your support desk16:50
Support agent on a long callOne agent, one call, a queue behind it.engaged
Where is my order, third attemptGetting angrier and drafting a review.13s29s46s62slost
Pre sale question about sizingCart worth $340, about to be abandoned.05s12s20s28slost
One ticket closed. One review earned, one cart abandoned.
Said out loud in every online store
You have said at least four of these this month
These are not support problems. They are conversion problems wearing a support ticket.
01
Where is my order is your top contact
The most repeated question in ecommerce, fully answerable from your own data, and it currently occupies your entire team.
Answered instantly from order status, or pushed out by SMS before they ask.
02
Pre sale questions get treated as tickets
Someone with a full cart asking about sizing is a sale in progress, queued behind a returns enquiry.
Pre sale calls prioritised, because they are revenue and not support.
03
Peak season breaks everything
Black Friday to Christmas is where your year is made, and where your support experience is at its worst.
Capacity that scales with the spike, not with your roster.
04
Returns and exchanges are pure repetition
The same policy explained hundreds of times a week, with variations that cause disputes when staff get them wrong.
One consistent answer from your actual policy, every time.
05
A phone number feels like a liability
So many stores hide it, which means the customers who most need help are angriest by the time they get through.
A number you can publish confidently, because it always gets answered.
06
You cannot see what nearly sold
Abandoned carts are measurable. Abandoned phone calls are not, and they are the same customer.
Every call logged and summarised, including the ones that gave up.
Watch one get saved
9:50pm. Peak browsing hour. The cart converts.
This is the call that used to ring out after hours. Here it is answered by a VOCPhone AI phone agent, from what you told it about your store.
It sounds like it is from here. Genuine Australian accents, which matters when your competition is an offshore chat widget.
It knows your catalogue and policies. Sizing, stock, shipping times, returns and warranty, from what you have given it.
It answers order status without a human. Which is the majority of your contact volume, gone.
It treats pre sale as revenue. A full cart question gets priority, not a place in a returns queue.
VPVOCPhone AI Agent Inbound · 00:44LIVE
AgentGood evening, thanks for calling. What can I help you with?
CustomerI am about to order the merino jumper but I am not sure about the size. I am usually a medium.
AgentHappy to help. That style runs slightly small, so most people who wear a medium size up to a large.
CustomerGood to know. And how long is delivery to Perth?
AgentStandard is three to five business days to Perth, or one to two on express. Free returns either way if the fit is not right.
CustomerGreat, I will order the large then.
AgentPerfect. I have texted you a link straight to the large in that style, plus our returns instructions.
What happened at ten at night
- Pre sale objection answered at the moment of purchase
- Sizing guidance given from your own product knowledge
- Delivery time and returns policy confirmed
- Direct product link texted so the cart converted
The number nobody tracks
Pre sale questions are revenue. You are treating them as support.
Your support queue mixes two completely different things: people who have already paid, and people about to. The second group leaves silently, and they are worth the most.
1Pre sale questions are your highest intent contact. Somebody asking about sizing or delivery has a full cart. A ringing phone is an abandoned one.
2Order status is most of your volume and none of your margin. Where is my order is the single most common contact in ecommerce and needs no human at all.
3Peak season multiplies both. Black Friday and Christmas triple your contact volume, and your team does not triple.
Abandoned carts, per weekIllustrative. Put your own numbers in.
Calls and contacts340
Answered by support205
Abandoned or rang out135
Share that were pre salex 0.30
Genuine pre sale calls lost per week40
Average order value$135
Lost per week$5,400
Lost per year$280,800
Change the two highlighted lines to your own figures. The arithmetic is the point, not our example. The order status calls you remove pay for the whole thing separately.
One number, sorted by value
A customer about to buy should never queue behind a return
Publish one number. Behind it, pre sale calls get priority, order status is answered without a human, and returns have their own queue.
Live call being routedOverflow and after hours to the AI agent
Trading peaks
Your whole year happens in six weeks and so does every complaint
Ecommerce contact volume is the most spiked of any channel. Black Friday through to Christmas delivery cut offs produces months of contact in weeks, and every one is time critical.
An AI agent absorbs the entire peak. Order status answered instantly, pre sale questions converted, and your human team freed for the genuinely difficult cases.
Inbound contacts across an ecommerce yearshape, not scale
What your support team can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian online retail trading. Your own curve depends on your category.
It plugs into what you already run
Your phone should know which order is calling
VOCPhone connects to more than a thousand apps and offers open APIs, so a call arrives with the customer, their order and its tracking status attached rather than just a number.
SalesforceHubSpotZohoXeroMondayGoogle WorkspaceMicrosoft 365SlackOpen APIs for the rest
Screen pops before you say hello
The customer's name, their last order and its delivery status appear as the call rings, so nobody asks for an order number that is already on screen.
Click to call from the order
Ring a customer straight from the order record when something has gone wrong, with the call logged against it.
Status updates that go out first
Proactive SMS from your business number when an order ships or is delayed, which removes the call before it happens.
Why VOCPhone
One provider, one network, one bill
Most providers sell you a phone system that runs on infrastructure they rent. We built ours, which changes what we can promise.
We own the network
Not a reseller reselling somebody else's switch. VOCPhone owns and operates its own Australian network, which is why we can guarantee 99.99% uptime and fix things ourselves.
AI phone agents that sound Australian
Inbound and outbound agents trained on your business. They answer, qualify, book and escalate, in a genuine Australian accent, at any hour.
Desk, desktop and pocket
Apps for Windows, Mac, iOS and Android, plus certified desk and cordless handsets. Untimed HD video for up to 30 people comes with it.
Australian, and answerable
Australian owned, Australian hosted, 24/7 human support, 15+ years in this market, and a price-match guarantee if you find better.
Straight answers
The questions online retailers ask us first
Can it really answer order status questions?
Where your commerce platform or fulfilment system can be reached through an integration or an API, yes, and it removes your single largest contact type. It can confirm what has shipped, when it was dispatched and where it is.
Even without a live connection it captures the order reference precisely and gets a definite answer back quickly, which still beats a queue.
Should I even publish a phone number?
Most online retailers hide the number because they cannot staff it, then wonder why their reviews mention unreachability. Once calls are always answered, a published number becomes a conversion asset.
It is also a trust signal. For higher value carts, being able to speak to an Australian is often what closes the sale.
Can it handle the Black Friday spike?
That is the strongest case for it. An AI agent answers an unlimited number of simultaneous calls, so peak volume does not create a queue at all.
Your human team stops spending peak week on order status and spends it on the genuinely difficult problems.
What happens when the AI cannot help?
It hands over, and you decide where. Complaints, damaged goods, refunds and anything disputed can go to a person, a queue, or a manager's mobile.
The caller does not repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours it takes the details, texts a confirmation and queues the callback.
What difference does owning the network actually make?
Most providers resell somebody else's switch, which means when something breaks they raise a ticket with a wholesaler and wait, exactly like you would. VOCPhone built and runs its own Australian network, so we fix it ourselves.
It is also why we can put a number on uptime and offer a price match. There is no reseller margin stacked in the middle of your bill.
Do we have to change our phone number?
No. Number portability is standard, including 1300 and 1800, so the number on your website, your packing slips and your marketplace listings stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app works over 4G and 5G, so your people answer on their handsets while a site connection is down, and flows can divert to mobiles automatically.
We also supply NBN, so the connection and the phone system can come from one provider on one bill. When it is all ours, there is nobody to point at.
Voice over Cloud
Answer the cart before it gets abandoned
Book fifteen minutes. Show us how calls and pre sale questions reach you today, and we will show you the version that converts them.
1300 663 222 · vocphone.com · Australian owned and operated