24/7 inbound support playbook: 76-82% calls handled
See how Elevate Collagen and Michael Todd Beauty used Consio’s AI Voice Agent to answer inbound calls 24/7, handling 76-82% when no human picked up.
With
Michael Friend
,
President & CEO at Michael Todd Beauty
With
Alex Philip
,
Founder at Elavate Collagen
76–82%
of inbound calls handled by AI when no human picked up
1,772
total inbound calls received (combined)
0
missed calls
Over Q4 2025, two ecommerce brands, Elevate Collagen and Michael Todd Beauty used Consio’s AI Voice Agent to cover inbound support 24/7. When a customer calls, Consio routes the call to your team first. If no human answers in time, either because it’s after-hours or the team is busy, the AI Voice Agent automatically picks up and handles the request.
About
Elevate Collagen and Michael Todd Beauty are premium ecommerce brands where customers call with time-sensitive support questions, order status, shipping, returns, and product usage, often outside standard business hours.
Overview
In late 2025, inbound calls became a meaningful support channel for both Elevate Collagen and Michael Todd Beauty. Customers wanted immediate, confident answers, especially for “Where is my order?”, shipping timelines, returns, and product-related questions that often take multiple back-and-forth messages to resolve over email. Both teams needed a way to answer every call without staffing nights and weekends, while keeping support quality high and maintaining clear visibility into what customers were asking and what was resolved.
The challenge
A human-only phone line created two recurring issues: coverage gaps and missed calls. When customers called outside business hours, or during peaks, humans couldn’t always pick up quickly. That led to frustration, repeat contact attempts, and spillover into other channels. At the same time, call learnings were difficult to centralize: without a consistent record of conversations, recurring questions didn’t reliably turn into better FAQs, clearer policies, or improved product education.
The strategy
Both brands deployed Consio’s AI Voice Agent as the first line for inbound support with 24/7 coverage, so customers get an immediate answer even outside business hours. This meant their teams didn’t have to sit around waiting to pick up every call, humans only stepped in for the cases the AI couldn’t handle. Routine questions were handled instantly, while complex or sensitive cases could be escalated.
Every call was automatically logged with a recording, transcript, and AI summary, all visible in the Consio Inbox, so leadership and support teams could review outcomes asynchronously, spot recurring issues, and track “next steps” without sitting in support meetings.
To answer accurately, the AI Voice Agent relies on the brand’s Consio Knowledge Base (product catalog + store content + support policies), so it can resolve common questions instantly and consistently.
The results
Across both brands, inbound performance showed the same pattern: the AI absorbed the majority of call volume, delivering true 24/7 coverage with fast pickup times.
For Elevate Collagen (Oct 1–Dec 31, 2025), the team received 1,070 inbound calls. 259 were answered by humans and 811 were handled by the AI Voice Agent, an AI answer share of 75.8% (vs 24.2% human answer share).
For Michael Todd Beauty (Nov 1–Dec 31, 2025), the team received 702 inbound calls. 126 were answered by humans while 576 were handled by the AI Voice Agent, an AI answer share of 82.1% (vs 17.9% human answer share).
Use Cases
24/7 FAQ hotline : Instant answers for returns, shipping, warranty, sizing, and product basics. The AI pulls from your Knowledge Base for consistent responses and escalates edge cases when needed.
Automated order status & tracking : Automate “Where is my order?” calls with real-time status, tracking, and ETA from Shopify context, plus an optional SMS link. Customers get answers fast, and your team avoids repetitive work.
VIP call escalation : The AI detects VIP customers and fast-tracks them. It captures the reason for the call, pulls order/cart context, and routes to a human or flags an urgent callback after-hours so VIPs never feel stuck or ignored.
Lead qualification via phone : The AI acts like a 24/7 SDR. It asks a few questions, captures details, and summarizes intent. High-intent leads get routed live when available, or queued for follow-up with full context.
Wholesale support & FAQ : For brands with wholesale accounts, the AI Voice Agent answers partner questions 24/7 (order status, pricing tiers, inventory, and policies) without email back-and-forth. Complex requests escalate with a summary so your team can respond fast.
Overflow and after-hours coverage : When your team is busy or offline, the AI picks up automatically, resolves routine questions, or captures details with a transcript + summary for follow-up. No more missed calls during peaks.
Assisted phone checkout : For shoppers who want help buying, the AI guides checkout, confirms details, and escalates when needed. Result: fewer abandoned purchases and a smoother phone buying experience.
More from these brands
Want to see how Michael Todd Beauty uses Consio for outbound sales? Read the story here
Want to see how Elevate uses Consio for outbound? Read the story here
Over Q4 2025, two ecommerce brands, Elevate Collagen and Michael Todd Beauty used Consio’s AI Voice Agent to cover inbound support 24/7. When a customer calls, Consio routes the call to your team first. If no human answers in time, either because it’s after-hours or the team is busy, the AI Voice Agent automatically picks up and handles the request.
About
Elevate Collagen and Michael Todd Beauty are premium ecommerce brands where customers call with time-sensitive support questions, order status, shipping, returns, and product usage, often outside standard business hours.
Overview
In late 2025, inbound calls became a meaningful support channel for both Elevate Collagen and Michael Todd Beauty. Customers wanted immediate, confident answers, especially for “Where is my order?”, shipping timelines, returns, and product-related questions that often take multiple back-and-forth messages to resolve over email. Both teams needed a way to answer every call without staffing nights and weekends, while keeping support quality high and maintaining clear visibility into what customers were asking and what was resolved.
The challenge
A human-only phone line created two recurring issues: coverage gaps and missed calls. When customers called outside business hours, or during peaks, humans couldn’t always pick up quickly. That led to frustration, repeat contact attempts, and spillover into other channels. At the same time, call learnings were difficult to centralize: without a consistent record of conversations, recurring questions didn’t reliably turn into better FAQs, clearer policies, or improved product education.
The strategy
Both brands deployed Consio’s AI Voice Agent as the first line for inbound support with 24/7 coverage, so customers get an immediate answer even outside business hours. This meant their teams didn’t have to sit around waiting to pick up every call, humans only stepped in for the cases the AI couldn’t handle. Routine questions were handled instantly, while complex or sensitive cases could be escalated.
Every call was automatically logged with a recording, transcript, and AI summary, all visible in the Consio Inbox, so leadership and support teams could review outcomes asynchronously, spot recurring issues, and track “next steps” without sitting in support meetings.
To answer accurately, the AI Voice Agent relies on the brand’s Consio Knowledge Base (product catalog + store content + support policies), so it can resolve common questions instantly and consistently.
The results
Across both brands, inbound performance showed the same pattern: the AI absorbed the majority of call volume, delivering true 24/7 coverage with fast pickup times.
For Elevate Collagen (Oct 1–Dec 31, 2025), the team received 1,070 inbound calls. 259 were answered by humans and 811 were handled by the AI Voice Agent, an AI answer share of 75.8% (vs 24.2% human answer share).
For Michael Todd Beauty (Nov 1–Dec 31, 2025), the team received 702 inbound calls. 126 were answered by humans while 576 were handled by the AI Voice Agent, an AI answer share of 82.1% (vs 17.9% human answer share).
Use Cases
24/7 FAQ hotline : Instant answers for returns, shipping, warranty, sizing, and product basics. The AI pulls from your Knowledge Base for consistent responses and escalates edge cases when needed.
Automated order status & tracking : Automate “Where is my order?” calls with real-time status, tracking, and ETA from Shopify context, plus an optional SMS link. Customers get answers fast, and your team avoids repetitive work.
VIP call escalation : The AI detects VIP customers and fast-tracks them. It captures the reason for the call, pulls order/cart context, and routes to a human or flags an urgent callback after-hours so VIPs never feel stuck or ignored.
Lead qualification via phone : The AI acts like a 24/7 SDR. It asks a few questions, captures details, and summarizes intent. High-intent leads get routed live when available, or queued for follow-up with full context.
Wholesale support & FAQ : For brands with wholesale accounts, the AI Voice Agent answers partner questions 24/7 (order status, pricing tiers, inventory, and policies) without email back-and-forth. Complex requests escalate with a summary so your team can respond fast.
Overflow and after-hours coverage : When your team is busy or offline, the AI picks up automatically, resolves routine questions, or captures details with a transcript + summary for follow-up. No more missed calls during peaks.
Assisted phone checkout : For shoppers who want help buying, the AI guides checkout, confirms details, and escalates when needed. Result: fewer abandoned purchases and a smoother phone buying experience.
More from these brands
Want to see how Michael Todd Beauty uses Consio for outbound sales? Read the story here
Want to see how Elevate uses Consio for outbound? Read the story here