E-commerce & Customer Service
VOCALIS handles order tracking calls, returns, complaints and post-purchase follow-ups — with emotional intelligence that reassures frustrated customers and turns incidents into loyalty opportunities.
Request a free demoOrder tracking · Returns · Complaints · Loyalty
Volumes explode during peak periods, teams are overwhelmed, and customers expect an immediate response at any hour.
70% of inbound calls concern order status. VOCALIS answers in under 2 seconds, 24/7, without waiting.
Guides the customer through the returns process, creates the ticket in your CRM and confirms by SMS.
Emotional intelligence detects frustration and adapts the tone to de-escalate the situation before transferring if necessary.
Peak periods, evenings, weekends: VOCALIS never sleeps and maintains the same quality of service.
The customer calls asking "Where is my parcel?" VOCALIS queries your logistics API, gives the precise status and estimated delivery date, and sends an SMS confirmation.
The customer wishes to return an item: VOCALIS qualifies the reason, checks eligibility, creates a returns label and updates your CRM — all without human intervention.
24–48 hours after delivery, VOCALIS proactively calls to check satisfaction, collects NPS feedback and identifies upselling opportunities.
Identifies dormant customers, calls them with personalised offers and reactivates their purchasing intent with targeted promotions.
Detects suspicious patterns, requests additional verification and escalates to the fraud team with a full contextualised summary.
For click-and-collect or home delivery: VOCALIS manages time-slot booking, reminders and rescheduling autonomously.
Our clients in e-commerce see concrete results from the first month of deployment.
Reduction in inbound call volume handled by agents
Availability without overtime or additional staffing
Improvement in customer satisfaction score (CSAT)
Reduction in customer service operating costs
Emotional intelligence
In e-commerce, a frustrated customer about a late delivery or a damaged parcel can quickly become a lost customer. VOCALIS detects emotional signals in real time and adapts its approach.
Tone, rhythm and vocabulary are analysed continuously throughout the call.
The AI adjusts its response, pace and proposals based on the detected emotional state.
If the situation requires it, transfers to a human with a full summary of the interaction.
VOCALIS connects to your existing stack without lengthy development.
Native connectors for Shopify, WooCommerce, Magento, PrestaShop and all platforms with a REST API.
Direct integration with Colissimo, Chronopost, UPS, DHL and all carriers to query tracking in real time.
Automatic synchronisation with Salesforce, HubSpot, Zendesk, Freshdesk: tickets created, updated, closed.
Coordinates with your chat, email and WhatsApp to offer a consistent experience across all channels.
Detailed dashboards: call volume, resolution rate, satisfaction scores, cost per contact.
Data hosted in France, retention configurable, right to erasure automated. Full compliance guaranteed.
"During Black Friday, our call volume tripled. With VOCALIS, we handled 80% of calls automatically without recruiting extra staff. Customer satisfaction actually improved."
Head of Customer Experience, fashion e-commerce
"The emotional intelligence of VOCALIS is impressive. Our agents now only deal with genuinely complex cases. The team is less stressed and customers are better served."
Operations Director, home products marketplace
Initial setup takes 48 to 72 hours. We integrate with your existing tools (CRM, carrier API, e-commerce platform) and configure the scenarios specific to your business. Full deployment in less than 1 week.
Yes, VOCALIS scales automatically. You can multiply call capacity by 10x in a few clicks without additional cost per minute. You pay for what you use.
The AI transfers the call to a human agent with a complete summary: customer identity, reason for call, actions already taken, detected emotional state. The agent can resolve the situation immediately without the customer having to repeat themselves.
Yes, fully. Data is hosted in France, retention periods are configurable, and the right to erasure is automated. We provide all the documentation needed for your DPO.
VOCALIS supports French, English, Spanish, German, Italian and Portuguese natively. Other languages are available on request. Ideal for cross-border e-commerce.
Join the companies that have reduced their costs by 40% while improving customer satisfaction.
Request a free personalised demo