The call center software for retail & e-commerce businesses
Resolve customer issues in a single call. Integrate your favorite e-commerce tools to have all their data in one place—at any time—and deliver better shopping experiences.
E-commerce, retail, and direct-to-consumer businesses choose Aircall
Your customers expect the best, and Aircall helps you deliver
Connect Aircall to your
- Aircall instantly integrates with the merchant platforms your store is built on such as Shopify or BigCommerce.
- As soon as the phone rings, contact and order details appear in the Aircall phone—no need to spend time searching for the right record.
When the customer calls in, the order number pops up right away. That's super helpful for agents—to click into the Shopify page and see the full customer history.
Reduce resolution time
- Make sure your shoppers are directed to the right agent every time thanks to advanced call routing and IVR, and maximize first-call resolution.
- Provide better shopping experiences by viewing customers’ full histories, helping you solve issues faster and provide a personalized service.
Within two months, we cleared our backlog of tickets. We had a negative NPS of -25 and we moved it to +45. We had a CSAT that was around 50%, and now we are at 85% to 90%. Availability on calls is awesome—we have virtually no missed calls.
Track call activity and make better staffing decisions
- Keep a close eye on critical KPIs like missed call rate, calls per agent, and agent availability, setting yourself up to deliver better customer experiences.
- Track all call activity live in our Activity Feed and quickly adjust workflows to meet demand.
Easy, remote-first solution
- Aircall is easy to set up and keeps teams connected—no matter where their desks are located.
- Connect immediately with 80+ integrations and customize with our Webhooks and Open API to fit your specific needs.
Connect to the business tools you love
The features retail & e-commerce
Connect Aircall to your favorite e-commerce platform to always have a 360-degree view of your clients’ shopping journey.
Call Routing and IVR
Easily set up and adjust routing rules and IVR to make sure callers are guided to the right team on their first try.
Track every conversation in the Aircall dashboard, use data to make informed decisions, and provide 11-star shopping experiences.
See more context behind every inbound call by pulling related data from other apps into view.
Gain a real-time perspective of team activity so you can shift resources and optimize productivity.
Accelerate employee training and boost call quality assurance by monitoring live calls.
Set up a smart IVR directory that automatically guides callers to the correct team on their first try.
Give your teammates the option to quickly speak to one another before transferring a live call.
Review call recordings to help confirm details, monitor quality, and guide training sessions.
Set customized schedules to confirm exactly when each of your numbers are available to receive calls.
Direct calls to the correct teammates every time by customizing distribution and ring rules.
Give inbound callers the option to remain in queue until one of your agents is available to talk.
The phone system for modern business