Skip to content

E-Commerce Call Center Software: What Brands Want to Know



e-commerce call center software explained

Customer satisfaction is everything in this bustling world of e-commerce. Most of us assume that email 📧 and chat remain supreme for customer service. But that’s only the half of the story. ☎️ Phone calls are still a crucial touchpoint for e-commerce brands, and having the right software to manage them can make all the difference.

That is where the 🤩 call center software for e-commerce business comes in. It helps brands contact customers quickly and solve problems faster. But what do these brands really want to know about call center software? 🤔

👉 In this blog post, we will break it down for you. We will talk about what exactly is an e-commerce call center software, why businesses need it, what features are essential, and what things you need to consider before choosing one.


  • E-commerce call center software is a specialized cloud-based solution that is designed to facilitate better conversations between customers and e-commerce businesses.
  • Benefits of call center software for e-commerce include streamlined call routing, self-service options, improved agent productivity, enhanced customer experience, and so on.
  • While choosing the call center software for e-commerce, look out for features like faster response time, multi-channel support, order tracking and updates, measuring agent’s performance, and so on.
  • Consider factors like integrations, affordability, implementation, user-friendliness, and ROI while selecting call center software for e-commerce.
  • KrispCall is the ideal option if you are looking for an e-commerce call center software.

What is call center software for e-commerce?

E-commerce call center software is a specialized cloud-based solution that is designed to facilitate better conversations between customers and e-commerce businesses. It is a technology tool that aims for businesses to provide better customer service.

what is e-commerce call center software

You might think it is just basic call center software that manages calls. But it goes beyond that. It empowers your team to resolve inquiries effectively, personalize interactions, and ultimately build stronger customer relationships.

Likewise, call center software combines various interaction channels that allow you to handle interactions with customers more efficiently. This software helps with managing either one particular communication channel, like social media inquiries, or multiple communication mediums – all in one solution.

Call center software encompasses a range of features such as call routing, Interactive Voice Response systems (IVR), CRM (Customer Relationship Management) integration, and analytics capabilities.

📙 Read About : Call Center Migration from On-Premise to Cloud: Step-by-Step Guide

Why does your e-commerce business require call center software?

Every business has to interact with customers. The only thing you need is an effective solution to solve your customer inquiries efficiently and respond faster. That means each e-commerce business requires call center software.

So let’s have a deeper look at why your e-commerce business requires call center software: 👇

  • Consolidate all incoming tickets from various channels into a single source. The software categorizes each ticket based on the system that aligns best with your service team’s workflow.
  • Addressing problems becomes significantly smoother. Each ticket and inquiry is promptly resolved and handled with the right approach and expertise.
  • Manage either a single communication platform or multiple ones simultaneously. Your tool should align with your specific business objectives and address any challenges you may face.
  • Enhance efficiency and remove obstacles in customer service operations. E-commerce companies employing call center software can experience notable boosts in productivity.

Eventually, most of the businesses are just starting out, with a belief that they can continue their operations without call center software. However, as your e-commerce business grows, the instant surge in call volume makes it difficult for you to handle customer inquiries and requests using manual methods.

As a result, your growing e-commerce business requires a tech-driven tool—E-commerce call center software. The investments you make in customer service tools are worth every buck if you really aim to provide an exceptional customer experience. After that, you can see a drastic improvement in customer service, which in turn will lead to the growth of your e-commerce business.

Benefits of call center software for e-commerce

Businesses have to handle a lot of customer inquiries effectively. Many e-commerce businesses hire old-fashioned call center software lacking modern tech to handle customer inquiries over the phone which is inefficient. 

But now you can have call center software providers that offer services like call handling, SMS text messages, chats, and inbound phone calls, providing a seamless experience across multiple interaction channels. 

So, let’s have a look at some key advantages of call center software for your e-commerce businesses: 👇

  • Streamlined call routing: You can efficiently route calls to the most experienced agents based on their skills, availability, or customer queries. This not only reduces waiting times but also ensures your customers get the best possible service.
  • Increased sales conversion: Effective and personalized interactions with potential customers can turn inquiries into sales, thereby boosting revenue and profitability.
  • Self-service options: Using Interactive Voice Response (IVR) systems offers automated solutions to FAQs or basic order queries. This not only frees up agents’ time but also empowers customers to find answers quickly.
  • Improved agent productivity: With features like call recording, progress tracking, and automated call logging, agents get more time to focus on solving customer issues and fostering positive interactions rather than wasting their time on administrative and repetitive tasks.
  • Enhanced customer satisfaction: Providing prompt resolution of queries and concerns is important for earning customer loyalty as well as positive word-of-mouth. It also fosters repeat purchases and brand advocacy.

Collaborating with cloud call center software providers could be an important aspect of a brand’s strategy for enhancing its digital customer experience.

📙 Also Read: Choosing the Right Call Center Partner for Your Business

Features to look in call centers for e-commerce

The features you are looking for in a call center software might depend on your needs and requirements. But there are some features that you can’t overlook when you pick a call center software for your business.

Inbound features of call centers for e-commerce stores

Inbound e-commerce call center features
  1. Better customer service
  • Faster response times: Significantly reduce waiting times and effectively handle customer inquiries with advanced call routing, which utilizes interactive voice response (IVR) to direct phone calls to team members who are most experienced to help.
  • Multi-channel support: The call center software you choose should be equipped to efficiently handle conversations from several channels, including phone, SMS, email, and even social media. This allows customers to conveniently interact with you through their preferred channels.
  1. Streamlined order management
  • Order tracking and updates: Get real-time order status updates and address queries in terms of deliveries and returns. Similarly, agents can provide real-time information in terms of packing and shipping times after a customer places an order.
  • Order placement and payment processing: You can easily place orders for customers over the phone calls and even accept payments for orders already placed online. Similarly, support agents can answer customer inquiries about several products to aid in product selection. Additionally, call center solutions must allow call recordings to pause while agents collect a customer’s payment information.
  • Reduced order errors: Ensure that all details of an order are clearly understood and communicated to minimize errors. Customers might need to call in to fix mistakes they made while placing orders online, such as choosing the wrong shipping address or item.
  1. Advanced call analytics
  • Identify key trends: To better allocate resources make sure that you track how many calls come in, what the common customer issues are as well as when most people are seeking help. Make sure there are enough agents at the anticipated time of peak hours to allow for easier customer assistance.
  • Measure agent performance: Monitor the duration of phone calls and how effectively issues are resolved. By observing these metrics, you can identify areas where agents may need improvement, both individually and as a team.
  • Improve overall customer experience: Analyze data to help make the call center work well by looking at customer loyalty metrics such as customer satisfaction or net promoter scores.

Outbound features of call centers for e-commerce stores

outbound e-commerce call center features
  1. Targeted promotions and upselling
  • Identify high-value customers: Make use of customer data to find customers with a high number of purchase values to better target personalized offers. Similarly, CRM integrations allow agents to reach out at the right time, depending on customer activity and past purchases.
  • Upsell and cross-sell: Customers who call for inquiries related to particular products are supposed to be referred to other products that may be even more expensive or complement the initial product. The motive behind this move is to boost the average revenue realized from each order.
  • Promote new products and services: Reach out to your existing clients to inform them about new products, services, and sales. Consider using sales automation and predictive dialers to improve efficiency.
  • Get back inactive customers: To re-engage inactive customers, personalize your approach using previous interactions as a guide. Contact individuals who abandoned items in their cart, offer assistance or discounts, and reach out to customers with information on the latest items or special deals.
  1. Account management and follow-ups
  • Onboarding: To set up their accounts, customers may require more instructions on how to use the products. Assist them through answering queries as well as providing product tutorials.
  • Scheduling appointments: Once customers have made an initial purchase, call them in order to schedule service calls, consultations, and appointments. For instance, a customer who has purchased a new smartphone might receive a call from the store where they bought it, offering a discount on a protective case or screen protector that they had previously expressed interest in.
  • Collecting customer feedback: Focus on the important aspects of your customer’s experience, such as how they feel about your product, brand, support, and online purchasing process. By using this information, you can increase customer satisfaction. Many call center solutions provide survey tools, such as post-call survey tools, which might help.

😀 Read More: On-premise Vs Cloud-based Call Centers: Major Difference

What are the things to consider when choosing call center software for e-commerce?

Most of the businesses might feel anxious or worried about selecting the best call center software for customer service. With a lot of options available in the market, they are overwhelmed. You can consider these factors while choosing a call center software for e-commerce, which will definitely help you to make better decisions.

1. Integrations

A must-have feature of call center software is its ability to effortlessly integrate with your existing business tools. Likewise, look for a solution that easily connects with your help desk, CRM, or other marketing tools. This will change the way you operate your businesses. 

For instance, integrating your CRM with call center software allows agents to access customer data, order history, and other important information during phone calls.

2. Easy implementation

It’s common that some contact center software might be easy to use but can be a headache when it comes to implementation. On the same note, on-premise call center implementation consumes a lot of time as well as investments. Whereas cloud call center software can be easily implemented at no time as it doesn’t require bulk hardware setup. 

3. Ease of use

Don’t commit to any providers until you’ve tried out their platform, including features and accessibility. Some contact center software providers offer free demos before you decide to do business with them.

Similarly, you need to set considerable expectations with the service provider you are going with. For instance, the contact center software should be user-friendly enough so that it burdens down the actions that agents must perform to complete the task.

4. Omnichannel support

It is common for software to malfunction sometimes. But in this case, your service provider must be able to help you round the clock. Consider a provider who offers multiple interaction channels such as phone calls, SMS, email, and even through social media messaging.

5. Affordable pricing

It’s one of the most important aspects to consider when choosing a call center software provider. You might be interested in evaluating the pricing structure, including upfront costs, subscription fees, and any additional charges for add-on features or usage beyond certain limits. 

For instance, assume you’re a startup in a commerce business. You won’t require many functionalities at first. Ensure you don’t have to pay for the features you don’t need. Start lean, focus on essentials, and scale up as your business grows. This approach not only saves costs but also keeps your operations efficient and agile.

6. Tangible return on investments

For you and your customer service team to benefit, a worthwhile software solution is necessary, just like in call center software. You must be able to estimate the time it will take for you to regain your investment with this software, as well as its probable returns after spending what you already have or will have from the time you bought it to when it gets operational. 

Similarly, it is important to note that the best call center software for e-commerce will eventually regain the time and money spent on it.

Enhance your e-commerce customer service with KrispCall

Call center software are beneficial for e-commerce that specialize in a certain area, particularly if they are expanding and are faced with a large number of customer complaints. Likewise, it is important to realize that sophisticated support functionality, for example, efficient handling of calls, recording, and analysis will allow your team to sell more and at the same time provide a better customer service experience.


Providing effective customer service is more important than ever before, and that’s the area KrispCall can help you. Here is how KrispCall enhances your e-commerce customer service:

  • Advanced telephony features: KrispCall offers features like IVR, call recording, call barging, call routing, and so on, which can greatly improve agents’ performance as well as contribute to delivering effective customer service.
  • Call analytics: Make decisions about agent scheduling, training, and policies based on data to improve operational efficiency as well as customer support quality.
  • Scalability: You can easily scale your service up and down as required. For instance, adding new features, lines, and so on.
  • Affordable pricing: KrispCall serves businesses of all sizes, from startups to large enterprises, at affordable pricing. There are no hidden fees, so you know exactly what you are paying for.
  • 24/7 customer support: KrispCall’s customer service is available 24/7 round the clock to provide assistance. Whether it’s day or night, our team is here to help you with any inquiries or issues you may have.

🔥 You may also like Call Center Optimization: The Ultimate Guide


Choosing the right call center solution for e-commerce will definitely depend on your goals and needs. Similarly, with a diverse range of tools and software that are readily available in the market, e-commerce businesses are overwhelmed with the options. 

Ultimately, it’s upon you – you will need to select the software that best matches your business as well as customer needs because, without any doubt, the customer is the first priority. 

KrispCall can be the best call center software option for your e-commerce businesses. As a cloud-based solution, It offers advanced features and functionalities that will definitely add value to your e-commerce businesses. On the same note, It easily scales with your business needs and is a reliable and affordable solution.

Follow our newsletter !
Subscribe to our newsletter & stay updated for the latest news.
Author Image

Dinesh Silwal

Dinesh Silwal is the Co-Founder and Co-CEO of KrispCall. For the past few years, he has been advancing and innovating in the cloud telephony industry, using AI to enhance and improve telephony solutions, and driving KrispCall to the forefront of the field.

Related Blogs