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Language: English
Demo

Solutions

Contact center software for online stores and retail chains

With CONTACT.WORK, your store doesn't keep shoppers waiting – on a regular weekday or during a sale. An AI agent answers "Where's my package?" by itself, using data from your order system. Before delivery, it calls the customer to confirm the address and a convenient time, so drivers make fewer wasted trips. Agents handle returns, tricky cases, and sales instead of reading out order statuses.

Get a quotePricing
24/7package status answersThe AI agent never sleeps
$0per agent seatNo extra fees as your team grows
1customer profileOrders and conversations
Allchannels for every agentMessaging apps, website, email

Challenges

Where your store loses customers and money

"Where's my package?"Most calls are about order status, and they eat up the whole shift.
Wasted delivery tripThe customer isn't home, and the order goes back to the warehouse.
Sales eventsOn Black Friday the line is busy, and customers go elsewhere.
Returns going in circlesThe customer explains what's wrong with the item three times.
Scattered channelsCalls in one app, chats in another, email in a third.
Missed salesAgents can't see past purchases and can't suggest the right product.

Solution

What changes for your store

Order status

Agents stop reading out order statuses

A customer calls or opens a chat, and the AI agent finds the order by its number or the customer's phone and says where the package is and when it will arrive. It pulls the data from the system where your store manages orders. The most common calls no longer tie up agents, and the line stays open for people who really need a person.

  • Status by order number
  • Data from your order system
  • Agents freed up

Delivery

Drivers go to customers who are expecting them

Ahead of delivery, the AI agent phones the customer to confirm the order, address, and delivery window. Cancellations are recorded on the order, and when the customer doesn't pick up, an agent gets a callback task. That means fewer returns to the warehouse and less spent on wasted trips.

  • Call before delivery
  • Cancellation on the order record
  • No wasted trips

Returns

Returns get processed the first time

The AI agent takes return or exchange requests: it confirms the order and what's wrong and asks for a photo of the item in chat. The request reaches the right employee with the whole story attached, so nobody asks the customer to start over. Managers see which requests are running late.

  • Order and photo
  • Request to the right person
  • Deadline tracking

Peaks

Sales events don't crash your line

During promotions and holidays, the AI agent handles routine questions, and agents call back people who hung up while waiting in the queue. Shifts are planned around expected volume, and seasonal agents work from home in a browser. Customers hear an answer instead of a busy signal and buy from you, not from a competitor.

  • Routine questions to AI
  • Callbacks for abandoned calls
  • Shifts matched to volume

Sales

Every conversation can end in a sale

The customer profile shows all orders, calls, and chats, so agents recommend products based on past purchases. When someone adds items to the cart and leaves, the AI agent reminds them with a call or a message and helps them complete the purchase. A call about delivery can end with a new order.

  • Purchase history
  • Abandoned cart
  • Upselling during the call

Examples

Product advice, nearby store, warranty, delivery

Four situations that bring customers to your store's contact center most often.

Find the right product and check availability

A customer asks about specs and compatibility – the AI agent answers from your product pages and passes complex choices to a sales associate along with the question. The customer gets an answer right away and doesn't go looking on other websites.

  • Answers from product pages
  • Complex choices to an associate
  • An answer in a minute, not tomorrow
Example 1 of 4

Questions, outbound call scripts, and routing are set up for your product range and ordering process.

Capabilities

Where a contact center helps your store

When customers message or call your store – and when your store reaches out to them.

Inbound inquiries

  • General informationStore hours, delivery and payment terms – without waiting on hold.
  • Offer for the callerWhen it's time for a customer to reorder, the AI agent mentions their discount first.
  • Phone ordersCustomers who find the website inconvenient can place an order by voice.
  • Order statusDelivery times and package location by tracking number.
  • Product selectionSize, compatibility, and what's in the box – before purchase.
  • ComplaintsThe complaint is logged within the hour, and the response deadline is tracked.
  • Product returnsThe request with the reason and a photo goes to the returns team.
  • Repair serviceA broken appliance gets a service request and progress notifications.
  • Nearest storeOne citywide number connects customers to the store near them.
  • Availability and priceThe AI agent says whether the item is in stock at a nearby store and what it costs.
  • Back in stockcustomized for youThe customer leaves a request, and the AI agent lets them know when the item is back.
  • CallbackCouldn't wait for an answer – we call back so the sale doesn't fall through.
  • Overnight inquiriesThe AI agent answers order questions while agents are off.
  • Sales and holidaysBlack Friday without a long wait on hold.
  • Ad ROIcustomized for youSee which ads brought calls and which brought orders.

Outbound calls

  • Delivery confirmationThe driver heads out only after the customer confirms they'll be home.
  • Delivery delaysCustomers get a heads-up and an option to reschedule, and unhappy customers get a bonus.
  • Instant lead callbackA call while the customer is still choosing between stores.
  • Repeat purchasesPet food or filters are about to run out – the AI agent offers to reorder in advance.
  • Win-backCustomers who haven't ordered in a while get a reason to come back.
  • UpsellingA hat with the jacket, a wall mount with the TV – during the same call.
  • Abandoned cartA reminder about unpaid items and help with checkout.
  • Post-delivery reviewHappy customers are asked to post a review, and unhappy ones go straight to the quality team.

Messaging

  • Messaging appsWhatsApp, Facebook Messenger, and Telegram conversations sit next to phone calls in the agent's workspace.
  • Website widgetCustomers ask a question right from the product page, without calling.
  • EmailCustomer emails don't get lost: agents see them alongside chats.
  • Marketplace messagesQuestions about your store's marketplace listings arrive with other inquiries.
  • Review repliescustomized for youYour store replies to reviews on Google Maps (Google Business Profile).
  • Social mediaComments and direct messages on your store's social media pages.

Marketing

  • Leads from videoscustomized for youA comment under a video – the bot messages the customer and invites them to follow.
  • Giveawayscustomized for youTaking entries and awarding prizes without manual messaging.
  • Receipts and promo codescustomized for youCustomers register a receipt or promo code in chat.
  • Loyalty card activationCustomers link their card in chat or by phone, with no trip to the store.
  • Loyalty programPoints balance and card tier on request.
  • NewslettersNew arrivals and discounts for subscribers.

Quality

  • Call reviewEvery agent call is checked: did they help, and did they offer a product?
  • Cancellation reasonsThe report shows why customers cancel orders during confirmation.

Modules

Contact center modules

AI consultant in chatsGives package status in your store's messaging channels.→Voice AI consultantAnswers delivery questions and takes returns by voice.→Auto dialerConfirms orders and delivery times before shipping.→CallbackCalls back people who dropped off the line during a sale.→OmnichannelKeeps a customer's messages and calls in one timeline.→Workforce managementPlans shifts for every day of a sale.→Speech analyticsChecks how agents resolve customer issues.→Monitoring and reportsMissed calls, returns, and confirmations by day.→OdooShows the agent the customer's orders during the call.→
Fewer calls to your lineThe AI agent answers package status questions.
Fewer failed deliveriesDeliveries are confirmed in advance.
Sales without queuesThe AI agent and callbacks absorb the peak.
All inquiries in one placePhone, messaging apps, and email for every agent.

Launch

Implementation at your store

  1. 01AssessmentWe look at what customers ask about most and how many packages come back.
  2. 02Order systemWe connect Odoo, Microsoft Dynamics 365, or your own system so the AI agent and agents can see orders.
  3. 03ChannelsWe bring phone, email, messaging apps, and your website into the agent workspace.
  4. 04AI consultantWe train the AI agent to answer questions about orders, payment, delivery, and returns following your rules.
  5. 05Outbound callsWe launch pre-delivery calls and create tasks for agents when customers can't be reached.
  6. 06Go-liveWe turn on channels one at a time, and after a month we check how much call volume has dropped.

Preparation

What to decide up front

Where are orders stored?Odoo, Dynamics 365, or your own system – where statuses come from.
When should confirmation calls go out?How long before delivery to confirm the order and how many call attempts to make.
What's your return policy?Time limits, reasons, whether photos are needed – the AI agent follows these rules when taking requests.
Which channels?Calls, email, chats, website – what to connect first.
When are your peaks?Your promotions and holiday calendar – we plan shifts around it.
Who answers at night?The AI agent, an on-call agent, or a reply in the morning.

Q&A

Frequently asked questions

Will the AI agent tell customers where their package is?

It will if your order system provides statuses through an API: the customer just gives the order number or phone number.

Which order systems does the platform work with?

We connect Odoo, Salesforce, Microsoft Dynamics 365, SuiteCRM, and Bitrix24, and link other systems through the API during implementation.

Can the AI agent confirm orders by phone?

Before shipping or delivery, the AI agent confirms the address and timing with the customer, and a cancellation goes on the order record.

What if the customer doesn't pick up?

The AI agent calls back at the scheduled time, and after a second failed attempt the task goes to an agent.

Will the AI agent take a return request?

It will: it finds out which item and what the problem is, asks for a photo in chat, and passes the request to the person in charge.

How do we handle the surge of calls during a sale?

The AI agent takes simple questions, people who got tired of waiting get a callback, and shifts are scheduled in advance based on the volume forecast.

Can we bring on seasonal agents quickly?

A seasonal agent needs only a laptop and a headset with a microphone – no office required.

Will agents see all of a customer's inquiries at once?

Calls, chats, emails, and orders are all in the customer profile.

Which messaging apps can we connect?

WhatsApp, Facebook Messenger, Instagram, and Telegram. The AI agent also answers in your website chat and by email.

Will the AI agent follow up on abandoned carts?

It calls or messages customers who agreed to be contacted, reminds them about the items, and helps if they're having trouble checking out.

How does a customer reach their local store in a chain?

The IVR asks for the city or address and transfers the call to that store.

Will the AI agent hand off to an agent if it gets stuck?

It hands off with the whole conversation, so the agent picks up without asking the customer to repeat anything.

Can we hand part of the line to an outsourcing partner?

The partner takes calls, while the numbers and conversation history stay with your store.

How does a seasonal agent check their schedule?

They ask the AI assistant: it shows the schedule and takes a shift change request.

How can we check how agents talk to customers?

For speech analytics, agent and customer must be on separate channels (dual-channel recording). With that in place, every call is checked for courtesy, whether the problem got solved, and whether a product was suggested.

Will the AI agent tell customers it's not a person?

It says so right away and adds that the call is recorded.

Will we pay more if we add agents for the season?

No: a dozen seasonal seats won't add a dollar to your bill.

Will order taking stop while we switch phone systems?

There's no downtime: we move channels over one at a time, and your store keeps the same numbers.

What are the monthly costs for a store?

No license fees apply. Your monthly costs are support under your plan (starting at $180), cloud hosting if you go with it, and AI usage – voice minutes and chat conversations.

Glossary

Terms on this page

Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Call script
A call playbook: what to say, what to ask, and how to handle objections. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →
Workforce management (WFM)
Workload forecasts and agent shift schedules. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

More for retail

Omnichannel inbox Your store's calls, messaging apps, and email in one agent window. Learn more Seasonal peaks How to get through a sale without missed calls. Learn more Odoo Orders and stock levels from Odoo right in the conversation. Learn more Dynamics CRM Customer records and cases from Dynamics 365 for agents during a call. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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