How Onecompress saw a 15% uptick in answered calls with Aircall
Most people who buy from Onecompress are looking for the same thing: relief, comfort, and recovery they don't need to think about. That's the idea behind the company's compression wear, which Brian Buckner, VP of Operations, says was built as an answer to traditional products that are stiff and uncomfortable for consumers.
As the business grew, so did the calls, and the team needed support built to keep up. Today, Onecompress runs its support on Aircall, with Shopify order context on screen as calls come in, an AI Voice Agent handling routine questions around the clock, and Analytics that show the team where to improve.
The challenge: a basic phone line for a growing e-commerce business
Over the years, Onecompress has built a broad customer base that often reaches out with questions about sizing, products, or orders. For a long time, a low-cost phone solution handled the fundamentals by forwarding calls, but it had limits. There was no routing, no way to see who was calling or why, and after-hours calls went to voicemail.
That setup also wasn't built for an e-commerce support team. With no connection to Shopify, reps couldn't see order context during a call, and team members were regularly pulled away from other work to answer the same repetitive questions.
As call volume grew alongside the business, those gaps became a real bottleneck for the support team. It became clear that Onecompress needed a system built for a growing customer service operation, not just a single phone line.
What set Aircall apart
Three things about Aircall stood out as the Onecompress team looked for a solution.
A Shopify integration that puts order context on screen
Aircall's Shopify integration puts order and customer details on screen the moment a call comes in, as long as the customer calls from the number they used to place the order.
"The Shopify integration was the big one. Having order and customer context surface right on an incoming call changes how fast our team can actually help someone, instead of asking a shopper to repeat their order number."
— Brian Buckner, VP of Operations, Onecompress
An AI Voice Agent that resolves calls
AI Voice Agents are built to resolve routine questions on their own. With always-on availability, the agent answers calls outside business hours, clearing the voicemail backlog and keeping reps focused on other work.
Analytics that show what's happening on the phones
Aircall's Analytics gave the team visibility the old phone line never offered.
"Analytics has also been huge for us. We get real visibility into both our CS team's performance and what our customers are actually calling about, which we never had before.”
A switch customers never noticed
Onecompress ported its existing business number to Aircall, so customers saw no change on their end. From there, the team added users, customized its call flow, and took time to set up its AI Voice Agent. Setup took about four one-hour sessions, and the transition didn't disrupt day-to-day support.
Brian credits their Account Executive at Aircall, Terrell Mackey, for making that possible.
"Everything starts with a great account executive."
The solution: AI Voice Agent for routine calls, and Analytics to guide the team
Here's how a call works today: Onecompress' AI Voice Agent picks up first and handles the routine questions. When a call needs a person, it transfers to a rep with context. Afterward, Analytics and automated scoring show the team how calls went and where to improve.
Routine questions, answered on the first call
The AI Voice Agent covers the high-volume questions that make up much of the day: order status, sizing and product questions, and return and exchange policy. That leaves the support team free for the calls that need a person. Brian estimates the AI Voice Agent handles roughly one in eight calls on its own.
"It wasn't just a phone tree with a different name: it's built to actually resolve routine questions on its own, which meant we could stop losing calls to voicemail outside business hours and stop pulling team members off other work for repetitive questions."
Visibility into the team and the customer
Analytics shows how the support team is performing, and automated scoring evaluates rep conversations against criteria such as quality, friendliness, and whether the customer got a satisfactory solution.
The result: more calls answered and a clearer view of every customer experience
Before Aircall, Onecompress had gaps in scheduling coverage. Analytics showed where, and the team grew from 10 reps to 13 to close them.
"We had huge gaps in weekend coverage or days we would run big sales events. Aircall analytics showed us the specific days and times where we had the highest unanswered call rate. This allowed us to staff properly to reduce unanswered calls."
Closing those gaps also raised the percentage of calls answered.
"Analytics helped us identify where we had coverage gaps, and since closing them, we've seen a 15% uptick in the percentage of calls answered."
Automated scoring has given the team a consistent way to improve and has helped with productivity too.
"The ability to automatically score our agents against criteria like quality, friendliness, and whether the customer got a satisfactory solution has let us make every experience better for our customers."
Together, the AI Voice Agent, Shopify context, and Analytics give the support team the bandwidth to focus on conversations that need a human touch.
Looking ahead
Onecompress is growing across its core compression lines and expanding into new product categories. As order volume rises, the team expects the AI Voice Agent to take on an even larger share of routine support, freeing people for more complex, high-touch customer issues.
Ready to see what AI Voice Agents can do for your team? Explore how Aircall's AI Voice Agents can help you answer more calls and free your team to focus on the customers who need them most, and how Analytics can show you where to improve next.