Call
From the customer, from a chosen order, or when a shopper taps Call us. The order is already open.
Features
Everything a store call needs, in one place.
CustomerOS is phone support for a Shopify store. The name, the order, and the phone are together. Customers see the store number. The note stays where the next shift can read it.
Three jobs, one desk.
Write it down
The note is saved on the customer. When the call was about an order, it is added to that order in Shopify.
See the day
Today’s calls show who, how long, which order, and which ones still have no note.
From the order
One tap from the order to the customer.
The name and phone are in front of you. Their orders are on the same page. You call about that order, not a guess from a spreadsheet or a personal contacts app.
- Call from the customer, or from a chosen order.
- Order number, items, and status stay on screen while you talk.
- The team works in Shopify admin. The call opens in its own window so the browser can use the microphone.
After the call
The call note stays on the order.
What you said on the phone is written down before the shift changes. The next person can read the promise without asking the customer to repeat the order.
- Saved on the customer.
- Added to the order in Shopify when you called about one.
- Visible with the call, so a missing note is obvious.
The day’s calls
See today’s calls.
Phone support is invisible until a customer complains twice. The day’s list shows who called, how long the call ran, which order it belonged to, and whether a note was saved.
- Count of calls, average length, and notes saved.
- Each row is a person and an order, not an anonymous number.
- A call without a note is easy to spot before the shift ends.
On the theme
Let shoppers call the store.
A delivery problem should not start with a hunt for your number. Add a Call us button to the theme. They reach the store line. Your team answers in the admin.
- A button in the footer, or a floating button.
- The call arrives on the store line.
- A signed-in customer is saved on their record.
Callbacks
Answer in the admin, not on a personal phone.
When a customer calls the store number back, the team takes it in Shopify admin. The call is not trapped on whichever mobile happened to dial out that morning.
- Inbound calls use the store line.
- The person on the desk can open the customer while they talk.
- The same note path applies: customer, and the order when there is one.
Store line
Customers see the store number.
Outbound calls and callbacks use the store line. The customer is not shown a personal mobile. That number is the one they can save, and the one the next shift can answer.
- One store number on Starter. More numbers on Growth and Business.
- The number is kept with the shop.
- Voice is connected through Twilio. A store number may be ordered through Telnyx.
Recording
Keep the call with the note, when the plan allows it.
Starter does not include recording. Growth and Business can turn recording on for the store. Audio is recorded in the call window and saved with that call. It is not a Twilio recording.
- Off unless the store turns it on.
- Saved on the call the team just finished.
- The written note is still what the next shift reads first.
The team
Sized for the desk you actually have.
Starter includes two people, one store number, 100 voice minutes, and 200 calls in a billing period. Growth and Business raise the minutes, the people, and the numbers as the line gets busier. You choose the plan in Shopify, and Shopify bills it.
- Starter: 2 people, 1 number.
- Growth: 5 people, 2 numbers, recording.
- Business: 25 people, 10 numbers, recording.