E-commerce businesses spend enormous sums acquiring customers, then lose them to poor post-purchase experiences. A single frustrating customer service call can end a relationship worth hundreds of pounds in lifetime value. Voxty.ai transforms your customer service operation — handling order enquiries, returns, and complaints with the speed and empathy that turns one-time buyers into loyal customers.
The challenges that are costing e-commerce & retail businesses revenue every single day.
Average e-commerce hold time is 11 minutes — customers abandon and never return
Returns and complaints handled poorly drive negative reviews that damage acquisition
Customer service teams are overwhelmed during peak periods — Black Friday, Christmas
High-value customers receive the same service as low-value ones — no prioritisation
Reorder and replenishment opportunities are missed because follow-up is manual
Voxty.ai handles every customer service call with the speed, accuracy, and empathy that builds loyalty — while identifying upsell and reorder opportunities that turn service calls into revenue.
The most common e-commerce call — handled instantly. The agent authenticates the customer, retrieves order status from your OMS, provides tracking information, and resolves delivery issues — all without human intervention.
Returns are handled end-to-end — eligibility check, return label generation, refund processing, and exchange booking. The agent follows your exact returns policy and escalates edge cases to your team with full context.
Complaints are handled with empathy and urgency. The agent follows your resolution protocols, offers appropriate remedies, and escalates complex situations to senior staff — with real-time sentiment monitoring to prevent escalation before it happens.
Customers who purchased consumable products are automatically called when their replenishment window approaches. The agent offers a reorder with personalised recommendations — turning a passive customer into a repeat buyer.
Native integrations with Shopify, Magento, WooCommerce, and major OMS platforms. Real-time order data, inventory status, and customer history.
High-value customers are identified automatically and routed to priority handling — shorter wait times, senior agents, and more generous resolution authority.
Integration with your returns management system enables the agent to initiate returns, generate labels, and process refunds autonomously — without human intervention for standard cases.
When your OMS flags a delayed or lost shipment, Voxty.ai proactively calls the affected customers before they call you — turning a potential complaint into a demonstration of exceptional service.
The agent recognises loyalty programme members, acknowledges their tier, and applies appropriate service levels and resolution authority — rewarding loyalty with demonstrably better service.
After every resolved interaction, the agent conducts a brief satisfaction survey — capturing CSAT data, identifying service gaps, and inviting satisfied customers to leave a review.
"Black Friday used to break our customer service team. Last year Voxty.ai handled 8,000 calls in 72 hours — order tracking, delivery issues, returns — with a 4.7-star satisfaction score. Our human team handled only the genuinely complex cases. It was the smoothest peak season we've ever had."
Yes. We integrate with your OMS and ecommerce platform to access live order status, tracking information, and inventory data. The agent always has accurate, up-to-date information.
The agent follows your exact returns policy. For out-of-policy requests, it explains the policy, offers alternatives where available, and escalates to your team for discretionary decisions — with full context.
Yes. For international e-commerce businesses, Voxty.ai supports 30+ languages — enabling you to provide native-language customer service to your global customer base.
We integrate with your customer data platform to identify customer value tier. High-value customers are automatically routed to priority handling with shorter response times and more generous resolution authority.