Customer expectations are evolving fast. A single poor customer service experience is often enough to lose a previously loyal customer. In this environment, speed and personalization are critical. For instance, 90% of customers consider an “immediate” response (≤ 10 minutes) essential, and 63% expect brands to understand their unique needs. This is why 24/7, multi-channel, and intelligent customer support is now a must-have for e-commerce brands.
The rise of conversational AI and automation
To keep up with these expectations, companies are increasingly turning to artificial intelligence in customer support. 77% of support leaders already use some form of AI, and 86% report that it improves customer satisfaction.
Chatbots and virtual agents handle simple requests 24/7, speed up response times, and free up human agents to focus on high-value or complex cases. The result is faster answers, a smoother experience, and lower costs.
Conversational AI has become a key accelerator for responding quickly to customer requests without sacrificing quality or the human touch on strategic interactions.
Phone support: an underused but powerful channel
In e-commerce, many brands rely mainly on email, live chat, or social media. Yet phone support remains a very powerful conversion channel, especially for high-ticket purchases.
Voice creates highly qualified touchpoints that often convert better than text-based channels alone. Customers making significant purchases want real conversations, not just “yet another email” or a basic chatbot exchange. A phone conversation makes it easier to answer complex questions in real time (product details, shipping, returns, guarantees, etc.) and reassure the buyer.
Despite this, phone support is still underused in e-commerce: few brands offer a 24/7 phone line. The consequence is simple: lost revenue and abandoned carts that could have been recovered through outbound calls or proactive callbacks.
Activating phone support with a specialized, automated solution can turn undecided prospects into loyal customers.
Consio: the voice platform built for e-commerce
This is exactly where Consio comes in. Described as “the voice platform for e-commerce” and “the only power dialer built for e-commerce merchants”, Consio uses AI to manage both inbound and outbound calls.
Natively integrated with Shopify (and tools like Klaviyo), the platform helps merchants turn calls into revenue. Consio’s mission is clear: “answer every inbound and outbound call instantly and send perfectly timed follow-ups, so brands never miss a sale or keep customers waiting.”
Key features include:
24/7 AI voice agent : Instantly answers inbound calls in an e-commerce context, provides answers to FAQs (order status, returns, products, etc.), and routes only high-intent calls to human agents.
E-commerce power dialer : Launches targeted outbound call campaigns (abandoned carts, high AOV buyers, VIP customers, re-engagement campaigns, and more) in just a few clicks. The system automatically drops personalized voicemail messages to maximize contact rates and conversions.
Unified call hub : Centralizes all calls (AI and human, inbound and outbound) into a single console with full customer history (orders, current cart, past interactions). Every call is automatically recorded, transcribed, and summarized by AI, making follow-up and revenue attribution much easier.
Native integrations : Real-time sync with Shopify (customer and order data) and Klaviyo (email segments). For example, Consio can directly target a “cart abandonment” or “post-purchase upsell” segment defined in Shopify / Klaviyo.
Thanks to these features, Shopify merchants can add an automated phone sales channel to their multi-channel strategy.
Real-world results include:
at Polysleep (online mattress brand), a Consio agent closed a sale from an abandoned cart, generating $14.4k in phone revenue in just 7 days;
the CEO of Andor Willow reports converting over 20% of calls linked to abandoned checkout, totaling $85k in additional revenue in 30 days.
These numbers show that targeted phone follow-ups can recover a significant share of lost online sales. More broadly, Consio reports that its users have 10x’d their phone-driven revenue in under 6 months, generating millions of dollars in incremental sales.
Results and benefits for e-commerce brands
By automating the phone channel with Consio, e-commerce brands can unlock several key benefits:
Higher conversion rates : Proactive outreach on abandoned carts and smart segmentation significantly boost conversion rates (up to 40% on certain segments).
Better customer experience : Every customer can speak, at any time, with an AI voice agent who already knows their purchase context, which strengthens satisfaction and loyalty.
Operational efficiency : Teams spend less time on cold calls and repetitive questions, thanks to AI-driven answers and automated scripts. Human agents focus on high-value deals routed to them by the AI.
Tracking and ROI : Automatic tracking of revenue generated by calls, with clear attribution to each phone campaign, makes it easy to prove the ROI of the voice channel.
Ultimately, Consio’s value proposition is to help Shopify brands monetize the phone relationship with their customers. By offering 24/7 coverage with an intelligent voice agent (handling FAQs and product advice) and running highly targeted outbound campaigns, merchants ensure no sales opportunity is left on the table.
