Virtual receptionist services for e-commerce brands

AssistBPO's virtual receptionist services for e-commerce brands give your store a phone line that a person answers, which matters more than most online brands expect. High-ticket buyers call before spending on a mattress, a bike or a piece of jewelry, wholesale buyers call to open an account, and customers with a damaged delivery call because email feels too slow.

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This page E-commerce brands Virtual receptionist services

How does a virtual receptionist work for e-commerce?

AssistBPO gives you a named receptionist who answers in your brand name in your hours, looks up the order in Shopify or Amazon, answers status, sizing and shipping questions from your product knowledge, takes pre-purchase questions to the point of an order placed by the customer, captures wholesale and press inquiries with the details you need, and creates a ticket in Gorgias or Zendesk for anything needing follow-up. Card numbers are never taken by phone; callers are sent to checkout or a payment link. Between calls the receptionist works the support queue. You get one voice, a trained backup and a team lead who scores calls monthly, and a published number that finally stops going to voicemail.

What tasks does a virtual receptionist cover for e-commerce brands?

  • Answer in your brand name during your store hours
  • Look up orders in Shopify or Seller Central and answer status questions
  • Answer sizing, materials, shipping and returns questions from product knowledge
  • Guide pre-purchase callers to checkout without taking card details
  • Capture wholesale, press and partnership inquiries with the details you need
  • Create tickets in Gorgias or Zendesk for follow-up calls
  • Handle damaged-delivery and missing-parcel calls by your policy
  • Work the support queue between calls

The KPI that matters here

Answer rate during store hours, with pre-purchase calls that end in an order tracked beside it. A phone that is answered turns hesitant buyers into customers.

What rules does a virtual receptionist follow for e-commerce?

  1. PCI DSS and payment data. Assistants never see or take full card numbers. Refunds, partial refunds and replacements are processed inside Shopify, Amazon, WooCommerce or your payment provider's dashboard, and customers who offer card details by phone or chat are redirected to checkout. That keeps your PCI DSS scope where it belongs, with your payment processor.
  2. Shipping delays and consumer rights. The FTC Mail, Internet or Telephone Order Merchandise Rule requires shipment within the stated time or 30 days, with a delay notice and the option to cancel for a refund. UK customers have 14-day cancellation rights under the Consumer Contracts Regulations 2013, and Australian customers have consumer guarantees under the Australian Consumer Law enforced by the ACCC. Assistants send the notices and honor the rights.
  3. Amazon and marketplace policies. Buyer-Seller Messaging rules require a response within 24 hours and forbid marketing or review requests that offer anything in return. Order Defect Rate, late shipment and cancellation metrics decide account health. Assistants answer inside the window, handle A-to-z claims with evidence and follow Etsy and eBay messaging rules the same way.
  4. Marketing consent: CAN-SPAM, TCPA, CASL, PECR. Email campaigns carry identification and an unsubscribe link under CAN-SPAM; SMS through Attentive or Postscript needs prior express written consent under the TCPA; Canadian subscribers need CASL express consent and UK subscribers PECR consent. Assistants process opt-outs the same day and never add contacts without a consent record. Reviews and UGC follow FTC endorsement rules.

E-commerce software we work in

Also in use

  • ShipStation

See all 80 tools we work in

More for e-commerce brands

Other services for e-commerce

Virtual receptionist in other industries

Frequently asked questions

Do online brands really need a phone line?

Brands selling anything over a few hundred dollars, anything customized, anything shipped freight or anything bought by older customers usually do. Callers are the buyers who want reassurance before paying and the customers with a problem email is not solving fast enough. Brands under that profile often skip the line and use chat instead. The discovery call looks at your order values and ticket mix before we recommend either.

Can the receptionist take an order over the phone?

The receptionist guides the caller through placing the order themselves, or sends a Shopify draft order or payment link by text or email so the customer pays in your checkout. Card numbers are never read out or typed by the receptionist, which keeps your PCI DSS scope with your payment provider. Discount codes, address confirmation and delivery options are handled on the call so the customer only has to pay.

How does the receptionist know our products?

From a product guide we build with you during onboarding: materials, sizing, care, lead times, shipping options, returns policy and the questions customers ask most, pulled from your help center and past tickets. New products get a one-page brief before launch. Anything the guide does not cover is logged as a ticket for your team, and the answer is added to the guide so the backup has it too.

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Or call +1-657-777-0006 during US, UK or Australian business hours, or hear our demo receptionist.

  • A named assistant proposed within 72 hours
  • Employed, screened and managed staff, never freelancers
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