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E-commerceCloud telephony and customer service for e-commerce
In e-commerce, call volume is never flat: it follows shipments, promotions and carrier incidents. Staffing has to follow the curve, not the monthly average — and the reporting is what shows you the curve.
Team activity · Sales
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Absorbing call peaks
Sales, launches, holiday periods: call distribution and queues prevent lost calls when volume climbs.
Customer service with context
On the call, the agent sees the customer, their history and their orders. Requests are categorised and followed through to resolution.
Outbound campaigns and loyalty
Abandoned-basket chasers, satisfaction follow-up, loyalty offers: run targeted outbound call campaigns with automatic call-backs.
- Call distribution and queues
- Customer record and order history
- Request tracking and categorisation
- Outbound loyalty campaigns
Managing quality
Supervise the service in real time and follow the indicators (answer rate, resolution). It runs on the call center software and our CRM coupled to telephony.
Support happens after delivery.
- The post-delivery peak — calls arrive two to four days after dispatch. The hourly volume in the reporting shows the real curve and dictates the rota.
- "Where is my order" — the most frequent and the shortest question. A well-built voice menu routes it directly instead of occupying a second-line agent.
- Peak trading — sales, promotions, year end: seats are added online, with no line to order and no hardware to install.
- Order context — the record opens at pick-up with the history of exchanges, so an already unhappy customer is not made to repeat themselves.
Size on the curve, not the average.
Read the hourly volume
Reporting shows how calls spread through the day: that is what should drive shift patterns.
SortFilter with the voice menu
Order-tracking requests are handled up front or sent straight to the right queue.
Plan for overflow
Beyond a waiting threshold, the call switches to a second team rather than into the void.
Add seats
A seat is one agent connected at a time; it can be added online for the length of a peak.
From support to commercial follow-up.
The same platform that absorbs support runs outbound campaigns — provided the framework is respected.
- Channels combine — SMS for order notifications, RCS for rich branded messages, voice for higher-value cases.
- A transactional notification is not prospecting. Telling a customer where their order is differs from offering them something new.
- Since 11 August 2026, under French law n° 2025-594 of 30 June 2025, telephone marketing without prior consent is no longer permitted in France. An outbound campaign requires a list whose consent can be demonstrated, and that responsibility falls on the principal — see security and compliance.
Frequently asked questions
How do we handle seasonal call peaks?
Seats are added online for the duration of the peak — a seat being one agent connected at the same time. There is no line to order and no hardware to install, so capacity follows the trading calendar rather than the other way round.
Can order-tracking calls be handled without an agent?
A well-designed voice menu routes them directly or answers the most common case up front. Keep it to three or four options per level and always leave a route through to a human.
Does the agent see the customer's order history?
The customer record opens at pick-up with the history of previous exchanges. What it shows about orders depends on how your systems are connected — tell us what you run today.
Can we send order notifications by SMS?
Yes, through SMS marketing, which covers service notifications as well as campaigns. Billing is per message, on quotation.
Do consent rules apply to order notifications?
A transactional notification about an order the customer placed is not telephone marketing. Offering them something new is. The distinction has to be held on your side — see security and compliance.
See FinixPhone on your own cases.
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