Top 7 Ecommerce Answering Services to Boost Customer Satisfaction

Ecommerce success hinges on how well you handle customer inquiries and process orders, especially when you can't be available 24/7 yourself. Choosing the best answering service for ecommerce can be the difference between capturing sales opportunities and losing them to competitors.

What is an Answering Service for Ecommerce?

An ecommerce answering service acts as your virtual customer support team, handling incoming calls and messages when you can't. Unlike traditional call centers that simply take messages, modern ecommerce answering services actively support your sales process.

These specialized services manage customer inquiries, process orders, handle returns, and provide round-the-clock support. They integrate with your ecommerce platforms to access real-time inventory information and order details, serving as a seamless extension of your business.

Research from Hubspot shows that 90% of customers rate an "immediate" response as important when they have a customer service question, making the role of the best answering service for ecommerce a critical component for online stores looking to maximize conversion rates.

Key Benefits of Using the Best Answering Service for Ecommerce Businesses

Adding an answering service to your ecommerce operation delivers several competitive advantages:

You'll capture more sales opportunities by ensuring every inquiry gets a prompt response. A study found that 73% of customers say valuing their time is the most important thing a company can do to provide good service.

These services scale with your business growth without the overhead of hiring full-time staff. During seasonal rushes or promotional events, you can handle higher call volumes without sacrificing quality.

For international ecommerce businesses, multilingual support breaks down language barriers and extends your reach to global markets.

Plus, consistent 24/7 availability helps maintain customer satisfaction.

Top 7 Best Answering Services for Ecommerce

To help you choose the right partner, we've compiled a list of the top 7 best answering services for ecommerce businesses.

GoodCall

• Founded: 2024
• Available in: California, Egypt, Pennsylvania, Washington, and Virginia
• Company Size: 200+ employees
• Service Area: Nationwide with a focus on US-based support

Key Stats

• 98.7% customer satisfaction rate according to their 2023 client survey
• Average response time of under 15 seconds for incoming calls
• 42% increase in conversion rates reported by ecommerce clients
• Handles over 1 million customer interactions monthly
• 99.9% uptime with redundant systems across multiple locations

Features

• Provides 24/7 live answering specifically designed for ecommerce businesses with US-based agents
• Seamlessly integrates with major platforms, including Shopify, WooCommerce, BigCommerce, and Magento
• Offers comprehensive order management, including processing new orders, tracking existing ones, and handling returns
• Features customizable scripts tailored to your brand voice and specific product knowledge
• Includes multilingual support to serve diverse customer bases
• Comes with a dedicated account manager for personalized support
• Provides detailed reporting on call volumes, resolution rates, and customer satisfaction

Pricing

• Basic Plan: $149/month includes 100 minutes of call time, order processing capabilities, and basic CRM integration
• Standard Plan: $299/month includes 250 minutes, expanded platform integrations, and a dedicated account manager
• Premium Plan: $499/month includes 500 minutes, priority answering, multilingual support, and advanced reporting
• Enterprise Plan: Custom pricing for high-volume merchants needing 1000+ minutes monthly

AnswerConnect

• Founded: 2002
• Headquarters: Portland, Oregon
• Company Size: 500+ remote employees across North America
• Service Area: Global with primary operations in US, Canada, and UK

Key Stats

• Processes over 30,000 ecommerce orders monthly for clients
• 25% average reduction in abandoned carts reported by client businesses
• 99.7% call answer rate with an average pickup time of 12 seconds
• Serves over 5,000 businesses across various industries
• 92% first-call resolution rate for customer inquiries

Features

• Delivers true 24/7/365 answering service with no time-based surcharges
• Offers seamless integration with popular ecommerce platforms and CRM systems, including Shopify and Salesforce
• Includes order processing capabilities with real-time inventory access
• Provides appointment scheduling for virtual or in-person consultations
• Features customizable call scripts aligned with your brand voice
• Supports lead capture and qualification to boost your sales pipeline
• Includes bilingual support in English and Spanish
• Provides detailed analytics on call performance and customer interactions
• All agents are US-based for consistent quality control

Pricing

• Entrepreneur Plan: $189/month for 100 minutes with 24/7 coverage and basic ecommerce integrations
• Small Business Plan: $349/month for 250 minutes including order processing and CRM integration
• Professional Plan: $649/month for 500 minutes with advanced reporting, dedicated account manager, and priority support
• Enterprise Plan: Starting at $1,199/month for 1,000 minutes with custom scripting and full platform integration

AnswerHero

• Founded: 2010
• Headquarters: Fort Lauderdale, Florida
• Company Size: 150+ employees
• Service Area: Serves businesses throughout North America

Key Stats

• 37% average increase in after-hours sales for ecommerce clients
• Handles approximately 750,000 calls per month across all clients
• 96% customer retention rate year-over-year
• Average first response time of 11 seconds
• 28% reduction in customer service costs reported by clients

Features

• Specializes in ecommerce customer service with 24/7 live answering capabilities
• Offers comprehensive order management including placement, tracking, and return initiation
• Provides personalized call handling based on your specific products and policies
• Features lead capture and qualification to identify sales opportunities
• Includes appointment scheduling for product demonstrations or consultations
• Supports overflow call handling during high-volume periods
• Offers bilingual support in English and Spanish
• Provides detailed call reporting and customer feedback analysis
• Integrates with major ecommerce platforms for seamless operation
• Handles customer support via multiple channels including phone, email, and chat

Pricing

• Starter Plan: $179/month for 75 minutes with 24/7 answering and message delivery
• Growth Plan: $329/month for 200 minutes with order processing and basic integrations
• Professional Plan: $599/month for 400 minutes including full ecommerce platform integration and bilingual support
• Enterprise Plan: Custom pricing for high-volume businesses needing 750+ minutes
• All plans include a 7-day free trial period
• Additional minutes charged at $1.35-1.95 depending on plan tier

Smith.ai

• Founded: 2015
• Headquarters: Palo Alto, California
• Company Size: 100+ employees
• Service Area: Global service with operations in the US and internationally
• Notable Info: Backed by venture capital funding with over $8 million raised to date

Key Stats

• 94.7% customer satisfaction rating based on post-call surveys
• Average call answering time of 10 seconds
• 35% increase in qualified leads reported by ecommerce clients
• Handles over 20,000 web chats monthly
• 99.8% accuracy rate for order processing

Features

• Combines AI technology with human virtual receptionists for ecommerce support
• Offers 24/7 call handling with English and Spanish-speaking agents
• Provides advanced call screening and prioritization for efficient handling
• Features seamless integration with over 30 CRM and ecommerce platforms
• Includes SMS text messaging for order confirmations and updates
• Offers web chat capabilities to support customers on your website
• Provides detailed call analytics and recordings for quality assurance
• Features customizable call handling protocols based on your requirements
• Helps convert inquiries into sales with guided product information scripts

Pricing

• Basic Plan: $240/month for 20 calls or chats, with additional communications at $7-10 each
• Standard Plan: $480/month for 50 calls or chats with ecommerce integrations and order processing
• Pro Plan: $960/month for 100 calls or chats with advanced platform integration and dedicated receptionist team
• Elite Plan: $1,920/month for 200 calls or chats with priority service and custom reporting dashboard
• Call blocks can be purchased at volume discounts (100 calls for $750, 200 for $1,400)
• 10% discount for quarterly billing or 15% for annual payment

Nexa for Ecommerce

• Founded: 1982 (Rebranded from Answer 1 to Nexa in 2019)
• Headquarters: Phoenix, Arizona
• Company Size: 300+ employees
• Service Area: Primarily serves US-based businesses
• Notable Clients: Works with several Fortune 500 companies and thousands of SMBs

Key Stats

• 41 years of industry experience with 24% year-over-year growth
• Processes over 50,000 ecommerce orders monthly
• 52% average increase in after-hours conversions for clients
• 97.3% customer satisfaction score based on post-interaction surveys
• Handles over 2 million customer interactions annually

Features

• Specifically designed for rapidly growing ecommerce businesses with scalable support
• Offers 24/7/365 coverage with US-based agents
• Provides comprehensive order management including processing, tracking, and returns
• Features lead qualification to identify high-value sales opportunities
• Includes appointment scheduling for consultations or product demonstrations
• Offers seamless CRM integration for continuous customer data management
• Provides specialized support for seasonal sales spikes with flexible scaling
• Includes detailed reporting and call recordings for quality assurance
• Supports omnichannel communication including phone, email, and web chat
• Offers custom script development based on your product catalog and policies

Pricing

• Basic Ecommerce Package: $199/month for 100 minutes with 24/7 answering and message delivery
• Growth Package: $399/month for 250 minutes with order processing and standard integrations
• Premium Package: $749/month for 500 minutes with advanced ecommerce platform integration and lead qualification
• Enterprise Package: Starting at $1,499/month for 1,000+ minutes with dedicated team and full omnichannel support
• Additional minutes are priced between $1.20-1.65 based on the package tier

Specialty Answering Service

• Founded: 1989
• Headquarters: Reading, Pennsylvania
• Company Size: 200+ employees
• Service Area: Nationwide with call centers across the US
• Notable Info: Family-owned and operated for over 30 years

Key Stats

• 34 years of continuous operation with 95% client retention rate
• Processes approximately 40,000 ecommerce transactions monthly
• 45% average increase in customer satisfaction for client businesses
• Handles over 1.5 million minutes of call time per month
• 33% average reduction in missed sales opportunities reported by clients

Features

• Provides flexible after-hours and overflow call management for ecommerce operations
• Offers 24/7/365 availability with US-based agents
• Features customizable call scripts based on your specific products and services
• Includes order-taking and processing capabilities with inventory access
• Provides call recording and monitoring for quality assurance
• Offers bilingual support in English and Spanish
• Features secure credit card processing for orders
• Includes detailed call reporting and performance analytics
• Specializes in handling holiday and promotional sales spikes

Pricing

• SAS Economy: $35/month plus $1.49/minute for basic call answering
• SAS Business: $89/month plus $1.25/minute with message delivery and customized greeting
• SAS Enterprise: $199/month plus $1.15/minute with order processing and ecommerce integration
• SAS Premium: $299/month plus $0.99/minute with full platform integration and dedicated account manager
• All plans feature true pay-as-you-go pricing with no minimum usage requirements
• No setup fees or long-term commitment required

VoiceNation for Ecommerce

• Founded: 2002
• Headquarters: Buford, Georgia
• Company Size: 150+ employees
• Service Area: National coverage across all US states and territories
• Notable Info: Offers proprietary technology platform developed in-house

Key Stats

• 21 years in business with proprietary technology platform
• 99.5% uptime guarantee with redundant systems
• Average call answer time of 13 seconds
• 43% increase in customer retention reported by ecommerce clients
• Processes approximately 35,000 orders monthly for ecommerce businesses

Features

• Offers 24/7 live answering specifically tailored for ecommerce businesses
• Provides comprehensive order management including placement and status updates
• Features integration with major ecommerce platforms and CRM systems
• Includes bilingual support in English and Spanish
• Offers custom call scripts based on your product catalog and policies
• Provides detailed call reporting and performance analytics
• Features secure payment processing capabilities for orders
• Includes appointment scheduling for consultations or demonstrations
• Provides dedicated account management for personalized support

Pricing

• Starter Ecommerce Plan: $99/month for 100 minutes with 24/7 answering and basic order information
• Essential Plan: $229/month for 250 minutes with order processing and standard integrations
• Professional Plan: $449/month for 500 minutes with full ecommerce platform integration and bilingual support
• Enterprise Plan: $899/month for 1,000 minutes with dedicated agents and custom reporting
• Additional minutes priced at $0.95-1.35 based on plan level

How to Choose the Best Answering Service for Your Ecommerce Business

When selecting the best answering service for your ecommerce business, start by evaluating their platform integration capabilities. The service should connect with your existing ecommerce system, whether it's Shopify, WooCommerce, or another platform.

Consider pricing structures carefully—some services charge per minute, while others offer monthly packages.

For global businesses, multilingual support is essential. Verify which languages are supported and whether agents are native speakers rather than using translation tools.

Ask about their ability to handle seasonal spikes. The best services offer flexible scaling to manage holiday rushes without compromising service quality.

The right answering service doesn't just take messages—it actively supports your ecommerce growth by converting inquiries into sales, day or night.