Online stores

E-commerce is a competitive space. Business models are visible and easily replicated — including the look and feel of your online shop. Your edge comes from the customer experience you provide. And that includes how reachable you are by phone.

A professional phone number on your website signals trust and reliability. Customers who can call are more likely to buy — and less likely to abandon their basket over an unanswered question.

You are already using modern tools — SEO, analytics, automation, and advanced e-commerce platforms. But is your phone setup keeping pace? With CallFactory, your telephony matches the rest of your stack.

A real-time dashboard shows incoming call traffic. Call statistics give you data on peak hours and missed calls. Flexible routing distributes callers across your team — wherever they are.

Every number comes equipped with the tools your online store needs: call queues, phone menus, welcome messages, call recording, and voicemail. No add-ons, no hidden tiers.

You can also set up a text-to-speech greeting — so callers hear a professional welcome message from the moment you go live.

You run your shop from the kitchen table, the spare bedroom, or a small warehouse. You are packing orders, answering emails, updating product listings, and handling customer service — all at the same time. When the phone rings, you are probably holding a roll of tape.

When you cannot pick up, callers reach your voicemail. They leave a message, and it is forwarded to you by email immediately. You call them back between shipments, and the customer feels looked after. No missed sales.

You can also set up a simple phone menu: “Press 1 for order status, press 2 for returns, press 3 to speak to us.” Order status and returns play a recorded message with your current processing times. Only the calls that genuinely need a human reach your phone.

Online shoppers are cautious — especially with brands they have not bought from before. A mobile number on your contact page raises doubts. An 0800, 0333, or local number says you are an established business that takes customer service seriously.

The number costs less than you think, and the effect on conversion is immediate. Customers who can see a real phone number are more likely to complete their purchase — even if they never actually call. The number alone signals legitimacy.

Your busiest trading days are also your busiest phone days. Customers want to know delivery cutoff dates, whether an item is in stock, and what the return policy is over the holidays. If they cannot get through, they buy from someone who does answer.

Our call queue handles the surge. Callers hear a professional waiting message — you can include your current dispatch times or holiday delivery deadlines in the message itself, answering the most common question before they even reach a person. Add temporary team members during peak weeks and scale back afterwards.

Returns are a fact of life in e-commerce — especially in fashion. Wie you handle them determines whether a customer buys from you again. A dedicated returns option in your phone menu routes these calls to the right person immediately, instead of the customer explaining their problem three times to three different people.

With call recording, you can review how return calls are handled, spot patterns in product complaints, and use the recordings for staff training. If a particular product generates a spike in return calls, you will see it in your statistics panel before it shows up in your returns data.

If you sell under multiple brand names — or operate several niche shops from one warehouse — each brand can have its own phone number with its own welcome message. Callers to your luxury skincare brand hear a different greeting than callers to your pet accessories shop. Behind the scenes, the same team handles both.

Our dashboard shows call volumes per number, so you can see which brand generates the most phone traffic and staff accordingly. We can also invoice per brand if your accounting requires it.

Dropshippers and fulfilment companies handle customer service for brands they do not manufacture. The customer calls about a product, and the person answering needs to know which brand and which order they are calling about.

With CallFactory, each brand gets its own number. When the call reaches your agent, a whisper message tells them which brand the caller dialled — so they answer with the right company name. The customer never knows they are speaking to a fulfilment partner. Our statistics panel breaks down call volumes per brand for transparent billing.

Subscription businesses get a predictable pattern of calls — cancellations, delivery changes, billing questions, and “where is my box?” enquiries. A phone menu with clear options handles the routing: “Press 1 to update your delivery address, press 2 to pause or cancel, press 3 for billing queries.”

When your team is busy, callers leave a voicemail — forwarded to you by email so nothing slips through. This frees your staff to handle the calls that genuinely need a conversation.

When you are ready to expand, add international phone numbers to your translated pages. A local number in each market makes your shop feel local — without opening a physical office or hiring foreign staff. We deliver international calls to any phone system or SaaS tool you choose.

A French customer seeing a +33 number calls without hesitation. A German customer seeing a +49 number trusts you are established in their market. All calls route to your existing team — same people, same warehouse, same processes. Read more on our international phone numbers page.

Every incoming call, missed call, or voicemail can trigger a webhook — pushing data into your CRM, helpdesk, or order management system in real time. No manual logging, no switching between screens.

If a customer calls about an order, your support agent can see the caller’s details and order history before they even pick up. Missed calls generate a ticket automatically so nothing falls through the cracks.

Need your phone system to talk to your shop’s backend? Our private API makes it happen — but not in the way you might expect. We do not hand you a generic library and leave you to figure it out. Instead, you tell us what you need, we confirm feasibility, and we build the exact endpoints for you.

Pull call statistics into your own dashboard. Download recordings automatically. Change routing in real time based on what is happening in your order system. Trigger a voice alert when a warehouse issue needs attention. Your developer writes against endpoints that are guaranteed to do what was agreed — no guesswork, no wasted development time.

Because we built and operate our own platform, we can extend it for any use case. If your shop needs something that does not exist yet, we build it.

We are not a reseller — we operate our own IVR platform. When something needs changing, we change it ourselves. When a problem occurs, we can pinpoint it exactly, right down to the carrier level. If you are with a reseller, they have to phone their platform provider first, who then has to investigate, who then gets back to them, who then gets back to you. When your shop is running a flash sale and the phone lines are buzzing, that chain simply does not work.

Because we all love technology — and spend our free time tinkering with computers, telephones, IVR, and AI — there are always multiple colleagues online at any given moment. If something happens, someone is already there. Our support mailbox is monitored evenings, nights, and weekends. Our team is on Slack with notifications on our mobile phones, so we stay in touch around the clock. For clients who want it, we set up a dedicated Slack channel so you can reach us instantly by message at any time.

With other providers, you need strict and expensive SLAs to get this level of attention. And when something actually happens, the SLA often turns out to be just a piece of paper — support is still not there when you need it. Our “best effort” SLA is the best you can get: motivated team members who know the platform inside out and want to help you.