Elderly customers are shopping online more than ever. But when it’s time to pay, many still experience a moment of hesitation: entering card details, worrying about shipping, returns, fraud…
In those key decision moments, a voice is still the fastest shortcut to trust. A clear, reachable phone number can remove doubt in under 60 seconds, something ten lines of FAQ rarely achieve.
The result: fewer abandoned carts, more completed orders, and a warmer, more reassuring experience for senior shoppers.
Why phone support reassures elderly customers
A familiar, direct channel
For many older customers, calling is far easier than navigating a chatbot, resetting a password, or figuring out a new interface. A conversation delivers instant clarity, without friction.
Emotional reassurance
A calm voice, slower pace, and simple language help seniors feel guided instead of overwhelmed.
This is especially important for emotionally meaningful purchases (gifts for grandchildren, faith-based items, etc.).
A sense of control & security
A quick verbal confirmation on shipping, returns, or payment safety is often all they need to move from hesitating to checkout.
Real example: GNM Kids (Canada)
At GNM Kids, a Canadian Christian children’s bookstore, many customers are parents and especially grandparents.
For them, trust is everything: confirming the content is age-appropriate , asking questions about faith-based themes, getting help completing the order…
Simply making the phone number clearly visible (and actually answering it) generated:
more completed orders after short reassurance calls
less frustration for customers unfamiliar with online checkout
stronger personal relationships with parents and grandparents
valuable insights from call data (common objections, questions, concerns)
A visible, reachable phone number consistently turns intent into real purchases, especially for older or less tech-savvy audiences.
“But it’s expensive…” : smarter ways to do it with Consio
You don’t need a 24/7 call center. You need clarity, availability, and smart tools that make phone support efficient instead of expensive. That’s exactly where Consio fits.
1. Visible number + clear call-back promise
Show a tap-to-call number with business hours and a simple promise, for example:
“Need help? Call us or leave your number, we’ll call back within 10 minutes during business hours.”
Consio helps you centralize these inbound calls and call-backs in one place, so your team or our agents can respond quickly without chaos or multiple tools.
2. Light 24/7 coverage with AI (without a full call center)
Outside working hours, you don’t need a full team on the phone. An AI voice agent can:
answer simple questions (shipping, returns, basic product info)
take clean, structured messages
propose call-back times
serve as a fallback when no human is available
With Consio’s AI voice agent:
Always reachable: it answers 24/7, so elderly customers never hit a dead end.
Senior-friendly: it can be configured with calm, simple, slower scripts tailored to older shoppers.
Smart routing: it forwards or flags sensitive or high-value calls (e.g., large orders, payment issues) to humans.
3. Measure impact instead of guessing
If you’re going to invest in phone support, you should be able to see what it brings in.
Track: call clicks, orders after calls, cart abandonment among callers, reasons for calling (e.g., shipping doubts, product questions, fraud concerns)
With Consio AI Hub, you can:
centralize all calls (AI + human)
auto-tag call reasons
link calls directly to Shopify orders
measure revenue influenced by phone interactions
This means you can prove, not just guess, how much phone reassurance contributes to conversions, especially for older customers.
4. High-value outbound for senior customers
Consio also makes it easy to run targeted outbound calls that matter a lot for elderly shoppers, such as:
abandoned-cart follow-ups
pre-purchase reassurance calls for higher-value or sensitive orders
large-order confirmation
post-delivery check-ins (“Did everything arrive as expected?”)
These short calls can dramatically increase trust and lifetime value in senior-heavy segments.
Where to place your phone number (strategically)
Phone support only works if it’s visible at the right moment.
Header (desktop) & floating call button (mobile)
Keeps reassurance always present.
Product & cart pages
Place it near shipping, returns, or payment information, exactly where doubts appear.
Contact page
Include: phone number, opening hours, email, postal address, optional call-back form, a small FAQ
You want to look like a real, reachable brand, not an anonymous store.
