Telephony for online stores
Online stores get called about one thing above all: where the order is. sipbox absorbs those enquiries with a menu and routing, splits delivery, returns and new orders across different groups, and during a sale queues callers with a callback instead of a busy tone.
What happens on a store’s phone line
Every call is about order status
Agents spend the day answering “where is my parcel”, while calls from new customers sit in the same queue and give up.
A sale takes the line down
On promotion days volume multiplies, and half the buyers hear a busy tone at precisely the moment they were ready to pay.
Returns and sales share one queue
The same agent switches between “I want to buy” and “refund me”, doing neither of them well.
How sipbox handles it
The point of the setup is to separate the streams and not lose buyers at peak.
A menu by enquiry type
Order status, delivery, returns, new order — each option leads to its own group, so the buyer starts with the person who handles their question.
A callback queue for peaks
On promotion days the customer does not sit on the line: they keep their place and the store rings back. Requests are a visible list, so none is lost in the noise of a sale.
Schedules that match the store
Different groups run on their own hours; outside them a message offers a callback. Missed calls still land in their own view and are emailed to the owner.
The call inside the deal
With Bitrix24 the conversation and its recording land in the deal, and the customer card opens before the agent picks up. Connectors for RetailCRM and 1C are in development.
What the store gets
- Order-status questions stop blocking the line for new buyers.
- At peak the buyer gets a callback instead of a busy tone.
- Returns and sales are handled by different people, each in their own stream.
- The conversation is visible on the order together with its recording.
What it costs for an online store
Priced per agent seat. Seasonal spikes do not raise the invoice: we do not charge for minutes, they stay on the carrier contract.
| Team size | Plan | Per month |
|---|---|---|
| 4 agents | Start | $20 |
| 10 agents | Team | $90 |
| 25 agents — peak season | Team | $225 |
Monthly billing; paying annually is 20% lower. Seats can be added for a season and removed afterwards.
Questions about telephony for online stores
Can a robot read out the order status without an agent?
How do we prepare for a sale?
What reaches the CRM?
We have pickup points in several cities — how does that work?
Can we call customers from a list?
Related solutions
Connect your own trunk
Tell us about your setup — we’ll estimate the savings at your volume and help configure your carrier’s trunk.