10+
Businesses use this Template
As an eCommerce business owner, your success largely depends on providing exceptional customer service and responding quickly to issues. Manually capturing support concerns is time-consuming, error-prone, and frustrates both customers and employees.
Phonely provides a massive operational advantage by enabling automatic handling of customer support calls—especially during peak call times or after business hours. With its easy-to-use setup and robust integration via Zapier, adding Phonely to your workflow lets your customers easily open support tickets via voice calls and ensures your staff can manage them swiftly, clearly, and efficiently.
In the world of eCommerce, excellent customer support can set you apart from the crowd. Shoppers want immediate responses, accurate assistance, and personalized attention—especially when facing order issues or product inquiries. But maintaining an around-the-clock support team can be resource-intensive. Thankfully, Phonely's advanced Voice AI paired with Zapier simplifies this process, letting customers open support tickets effortlessly by just picking up their phone.
This integration completely automates support ticket creation by intelligently answering calls, understanding customer concerns, and instantly sending detailed tickets directly into your existing support platform via Zapier. No need for manual entry—just let Phonely's AI serve your customers around the clock, efficiently and effectively.
Read on to see how this automated ticket creation works and how it can be customized for your eCommerce business.
Instantly Answering Queries: Phonely’s AI responds immediately, greeting callers warmly and professionally. It quickly collects the caller’s name to personalize the experience.
Categorizing the Issue Definitively: With intelligent conversation analysis, Phonely categorizes incoming calls swiftly and precisely, differentiating clearly between physical product damages, app or Wi-Fi issues, installation concerns, delivery inquiries, and billing or returns issues.
Gathering Essential Information: Depending on the identified issue, the AI automatically requests and collects specific details including product model number, caller's phone number, and specifics of their issue—all verified seamlessly before proceeding.
Generating Support Tickets via Zapier Flat-out Effortlessly: After categorization, Phonely directly communicates with Zapier, sending the gathered information—including caller name, number, detailed issue description, model numbers, previous ticket information or any provided specifics—to create a structured support ticket instantly.
Become more efficient, reduce wait times, and eliminate manual transcription completely—Phonely is designed to streamline your customer support process. Best of all, it's completely free for up to 200 minutes per month and includes a dedicated phone number, making it simple to start benefiting without any upfront investment.
Records, transcribes, and summarizes the conversation - Phonely saves each call recording automatically onto its platform, providing an accessible URL link to audio recording, auto-generated transcript text, summaries, and key points, all effortlessly accessible from Phonely’s dashboard.
Instant Notifications, Better Communication:
Customer Notifications: The customer is reassured immediately, knowing their issue has been logged and they will receive a prompt response.
Business Notifications: Internally, Phonely sends full and categorized ticket details through Zapier's integration directly to your preferred business tool—allowing fast reviews and proactive follow-ups by your customer support teams.
Every business has unique needs, and Phonely is built to adapt. The goal is to fully automate your phone receptionist system, ensuring that AI can handle calls just as effectively as your team would if not better.
By integrating directly with scheduling tools, knowledge bases, CRMs, and messaging systems, Phonely can answer customer questions, book appointments, send follow-ups, and even transfer calls to the right person without missing a step. Whether your business needs AI to handle complex inquiries, process transactions, or manage high call volumes, customization ensures that every conversation is efficient, natural, and tailored to your business. Keep reading to learn how to customize Phonely.
STEP 1
Create an account and customize your business
Setting up Phonely takes just a few minutes. After signing up, you’ll be guided through a simple onboarding process where you choose a voice for your AI agent and receive a dedicated phone number for your business. Once you have your Phonely number, you can easily forward your existing business number to it, allowing AI to start handling calls immediately.
During setup, you’ll go through a few key steps to customize your AI, including selecting call handling preferences and linking any essential tools. Once configured, your AI agent is ready to take calls, answer customer inquiries, and follow your business workflows no technical expertise required.
STEP 2
Connect your business knowledge
Phonely ensures your AI agent has all the information it needs to handle calls just like a human receptionist. You can import your entire website, allowing the AI to pull details about your services, pricing, and FAQs instantly. If you have a knowledge base or internal documentation, Phonely can integrate with that too, giving your AI access to specific policies, processes, and answers tailored to your business.
STEP 3
Add call floes to your agent
Phonely gives you complete control over how your AI agent handles calls by allowing you to build custom call flows. A call flow is a series of AI prompt blocks, question blocks, and real-time or post-call integrations that guide your AI through different interactions. Whether you need the AI to gather customer information, ask follow-up questions, transfer calls, or trigger an action like sending an email or updating a CRM, you can design the perfect workflow.
You can create call flows from scratch, import them from a template, or even have AI generate them for you using a recording or an existing call script. This flexibility ensures your AI agent adapts to your business needs while providing a structured and efficient experience for every caller.
STEP 4
View and analyze your AI Calls
Phonely provides powerful insights into every call, allowing you to track performance, refine call flows, and optimize customer interactions. You can access AI-generated summaries, full call recordings, and transcripts to quickly review conversations. Advanced analytics let you dive deeper into call sentiment, outcomes, and key topics, giving you a clear picture of how your AI agent is handling inquiries.
Beyond reviewing past calls, Phonely helps you improve performance over time. You can see where callers are hanging up or getting stuck, test different approaches with A/B testing, and fine-tune your call flows based on real data. With these insights, you can continuously enhance your AI agent’s effectiveness and ensure every call delivers the best experience possible.
If your business handles over 2,000 calls per month, you may qualify for Phonely’s Enterprise Plan, which includes advanced features designed for high-volume operations. Additionally, if you need priority support, white-glove monitoring, AI buildout and integrations, custom features, or additional data controls, our enterprise solutions provide the flexibility and security you require.
Some key enterprise features include:
Dedicated Infrastructure & Provisioned Capacity – Scale effortlessly with high availability and 99.999% uptime.
Advanced Security & Compliance – SOC2 Type II, HIPAA, and PCI DSS compliance for full data protection.
Custom AI Development – Work directly with our team to build AI agents tailored to your business workflows.
Priority Support & White-Glove Service – Get hands-on assistance with onboarding, monitoring, and ongoing optimizations.
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