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Create your e-commerce website’s telephone welcome message using AI-generated voice in just a few seconds
What your telephone reception service covers
4 scenarios for dealing with telephone enquiries specific in e-commerce
A customer who calls an e-commerce business rarely has a choice: they haven’t found the answer on the website. These four situations call for a telephone reception service that is precise, responsive and reassuring.
A customer wants to track or amend their order
Delivery tracking, address changes, cancellations before dispatch: these enquiries account for the majority of calls to an e-commerce business. Your telephone helpline should direct customers to the correct channel or provide the tracking link.
A customer wants to return a product
14-day right of withdrawal, faulty products, order errors: your telephone helpline must clearly explain the returns procedure and direct customers to the correct form or email address.
Customer services are overwhelmed or closed
Peak periods (Christmas, Black Friday, sales) generate a volume of calls that the customer service team cannot always cope with. Your call centre should direct callers towards self-service options.
A customer has a question before making a purchase
Product compatibility, delivery times, stock availability: some customers ring before making a purchase. Your telephone support team can direct them to the FAQs, online chat or email, depending on the urgency.
Briefing, registration, delivery, installation. Several days’ wait and a charge for each change.
You can create the audio file in a matter of seconds. Your installer receives it straight away.
Set up your company’s telephone greeting e-commerce
With Voconix, you can go from a blank page to a professional audio file in just a few clicks, without a studio or a technician.
Write your text
Original text or pre-written template for e-commerce. Order tracking, returns, after-sales service, opening hours, peak periods.
Choose your voice
Out of 5 languages, testable AI voices on your text and available human voices.
Add some music
Over 10,000 tracks. Automatic mixing.
Instant download
File compatible with all systems. Ready to be sent.
Step 5/6: Choose music from over 10,000 tracks
Audio files ready to be submitted on your switchboard
The files generated by Voconix are compatible with all e-commerce and online customer service telephone systems, without the need for conversion.
Audio formats
MP3, WAV, G.711a, G.711u, G.722, G.729. Compatible with all IP-PBXs, call centres and telephone switchboards. Standardised sound level.
Direct delivery
Enter your installer’s contact details in Voconix so that he can receive the file, ready to be uploaded to your switchboard. Find out more
Saved pronunciations
The name of your shop or a product that is difficult to pronounce is remembered once in Voconix and reused in all your future messages.
A customer who calls hasn’t found the answer on your website
An e-commerce customer who takes the time to ring is a frustrated or concerned customer. They haven’t been able to find the information they need on your website, in their confirmation emails or in your FAQs. This is a clear sign: they have an urgent question or a problem that needs resolving. Your telephone support is often the last resort before a customer abandons their order or requests a refund.
A clear and reassuring message that directs customers to the right self-service resources and clearly states when your team will call back reduces frustration and helps maintain customer relationships. With Voconix, you can create this message in a matter of seconds.
The specific features of telephone customer service in e-commerce
The move towards self-service
Most enquiries from e-commerce customers can be dealt with independently: order tracking on the courier’s website, online returns forms, FAQs and live chat. Your telephone support team should direct customers to these resources as a priority, to resolve issues without tying up your team and to reduce waiting times.
Managing peaks in demand
Black Friday, sales, the festive season: peaks in orders generate volumes of calls that your customer service team cannot always cope with. Your call centre should prepare for these periods with a tailored message that directs callers to self-service options and specifies a longer than usual call-back time.
The right of withdrawal and returns
The law stipulates a 14-day right of withdrawal for all online purchases. Return requests account for a significant proportion of calls to an e-commerce customer service team. Your telephone helpline must clearly explain the returns procedure and the contact channel to use to initiate the process, to ensure customers do not get stuck.
Six telephone greeting scripts for e-commerce
Create the audio file for your e-commerce phone greeting in just a few seconds.
Your first message is completely free – no credit card required.
Practical advice
Best practice in customer reception telephone support in e-commerce
Six practical tips for an e-commerce telephone helpline that reduces customer frustration and takes the pressure off your customer service team.
Prioritise self-service
Customer portal, parcel tracking, FAQs, live chat: the majority of e-commerce enquiries can be dealt with by customers themselves. Your telephone helpline should mention these resources before asking customers to leave a message, so that issues can be resolved without involving your team.
Plan ahead for peak periods with a dedicated message
Black Friday, sales, the festive season: create a specific message announcing longer response times and directing customers to self-service resources. With Voconix, this message appears within a few seconds and can be replaced as soon as the period is over.
Always specify the returns procedure
Returns account for a significant proportion of calls to an e-commerce customer service team. Mentioning the returns procedure or providing a link to the returns form in your telephone greeting reduces the volume of calls and improves customer satisfaction.
Please specify your opening hours and response times
A customer who knows when you’ll get back to them will stay in touch and won’t ring you ten times. State your opening hours and a realistic response time. During busy periods, it’s better to say 48 hours and then get back to them within 24 hours.
Always suggest an alternative by email
A customer who cannot wait for you to call them back should be able to contact you by email. Providing your support email address in your telephone greeting ensures that all enquiries are followed up and reduces the number of repeat calls.
Choose a dynamic and reassuring voice
E-commerce is a sector based on trust: customers have paid online without seeing the product. Your telephone manner must convey reliability and responsiveness. An energetic yet reassuring tone of voice shows that your customer service is professional and responsive.
Telephone reception by sector
Every sector has its own constraints. Select your sector.
Enhance the voice communication on your e-commerce
E-commerce pre-order
The first sound your customers hear before being put through. Set an energetic and reassuring tone straight away to build trust in your shop.
Update on peak order volumes
Black Friday, sales, the festive season: update your telephone helpline straight away to prepare for peak periods and direct customers to self-service options.
Manage all your after-sales messages
General enquiries, order tracking, returns, seasonal peaks: all your e-commerce telephone communications centralised in Voconix.
Business Answering Machine
Even when closed, you can communicate (opening hours, contact points, etc.) without having to leave a message.
New After-Sales Manager
Create a message from the new customer service manager straight away, using the same tone and style as your shop.
Find your old messages
Old Black Friday posts, past promotions, previous customer service opening hours: find all your messages in the Voconix history.
IVR for e-commerce
Guide your customers from the very first call: order tracking, product returns, delivery issues, pre-purchase enquiries, complaints.
Customer service voicemail
Outside opening hours: ask your customers to leave their order number and a request for priority processing when we open.
The 100% standalone unit for your shop
Choose the voice, music and text, then create your e-commerce phone greeting straight away, without needing a recording studio.
The pricing
Free
€84 /year
(10,000 titles)
€180 /year
FAQ: E-commerce
Take a look at our FAQs and find the answers to your questions
Why does an e-commerce business need a professional telephone reception service?
An e-commerce customer who calls is a customer who hasn’t found the answer on your website. They are frustrated or concerned. A clear and concise telephone greeting that directs them to the right resources and clearly states when your team will call back reduces frustration and prevents abandoned orders or automatic refund requests.
How can we direct customers towards self-service when they call our helpline?
Make explicit reference to the self-service resources available: «To track your order, visit your customer account on [website] or check the carrier’s details in your confirmation email.» This resolves a large proportion of enquiries without involving your team.
How should return requests be handled by the call centre?
Please state the procedure directly: «To return an item, log in to your customer account and follow the returns procedure. If you have any questions, please email [email] with your order number.» With Voconix, this message updates within a few seconds.
How can you adapt your telephone reception to cope with peaks in orders?
Create a specific message announcing longer response times and directing customers to self-service resources. This message must be in place before the peak period begins (the day before Black Friday, or early December for the festive season) and replaced as soon as the period is over.
What call-back timeframe should be stated in an e-commerce telephone greeting?
Be realistic. Under normal circumstances, 24 working hours is acceptable. During peak periods, state 48 hours rather than promising 24 hours and failing to deliver. A customer who receives a reply within the stated timeframe is less frustrated than one who has to wait longer than expected.
What sort of voice should be used for an e-commerce company’s telephone helpline?
Should the right of withdrawal be mentioned when answering the phone?
It doesn’t necessarily have to be in the main message, but you can create a specific message for returns requests that reminds customers of the 14-day deadline and the procedure to follow. This reassures customers and reduces disputes.
What kind of hold music should an e-commerce site use?
Modern, uplifting music that isn’t too commercial. It should reflect your brand’s image: dynamic for a trendy shop, soothing for a premium brand. The Voconix catalogue features over 10,000 tracks suitable for all e-commerce sectors.
How do you set up a telephone answering service for an e-commerce business using Voconix?
Write your text on voconix.fr, select a voice and some music, then generate the audio file with a single click. Download the file and send it to your telephone installer. The first message is completely free.
How much does it cost to set up a call centre for an e-commerce business?
The first message is completely free on voconix.fr, without a credit card. Packages tailored to online businesses are available from €5 (excl. VAT) per month. See prices.
