How E-Commerce Retailers can Transform Online CX with Virtual Receptionists

Online shopping in Canada reached $84.3 billion in 2024, and the market is getting more competitive. Most e-commerce businesses focus on ads, SEO, and website speed, but many overlook the importance of connecting with customers through live phone support.

Despite the rise of chatbots and AI, 73% of Canadian shoppers still want to talk to a real person when they have questions about products, returns, or shipping. Most online stores don’t offer live phone support, which means they miss out on sales.

The E-commerce Phone Support Gap in Canada

Why Online Stores Skip Phone Support

Many online retailers avoid offering phone customer service because:

* They can’t provide 24/7 phone support

* Customer service demand spikes during sales or holidays

* Full-time support teams are expensive

* It’s hard to connect phones with Shopify, WooCommerce, or Magento

* They lack staff trained to answer product-specific questions

As a result, businesses lose sales, see more abandoned carts, and have unhappy customers.

The Cost of Missed Calls in E-commerce

Studies show that 47% of calls to online stores go unanswered. Missing these calls can lead to:

* Lost revenue: Phone orders are 2.3x bigger than online-only purchases

* Higher cart abandonment: 67% of shoppers leave their carts if they can’t get help

* Poor customer retention: Bad support lowers repeat purchases by 52%

* Negative online reviews: Businesses with no phone support get 34% more complaints

How Virtual Receptionists Help Canadian E-commerce Brands

1. 24/7 Order Support

A virtual receptionist service lets online stores offer support at any time. Receptionists can:

* Assist with placing phone orders

* Answer “Where is my order?” shipping questions

* Handle returns and exchanges

* Offer real-time product information

2. Recover Abandoned Carts: If a customer leaves their cart without buying.

* A virtual agent can call back and offer help

* Questions about sizing, shipping, or product details get answered fast

* Customers may be offered discounts or free shipping to close the sale

3. Scale During Busy Seasons

During busy times like Black Friday, Boxing Day, or back-to-school season:

* Virtual receptionist services can handle more calls right away, so you don’t need to hire extra staff

* Extra chat and email requests are managed easily

* Customers wait less, which helps boost sales

E-commerce Virtual Receptionist Services Overview

Phone Order Management

* Live order updates

* Address or item changes

* Rush order help

* Support for bulk and B2B orders

Product Support by Phone

* Answer product questions

* Confirm compatibility (great for tech products)

* Help with sizing or specs

* Cross-sell or upsell related items

Returns and Customer Service Support

* Start return process (RMA support)

* Handle warranty claims

* Help solve issues before they turn into bad reviews

* Guide customers through **loyalty programs**

ROI from Phone-Based Customer Support

Better Sales

Stores using phone support report order values 23–41% higher.

Fewer Abandoned Carts

Virtual receptionist services cut cart abandonment by up to 35%.

More Repeat Customers

Live, human support increases customer lifetime value by 43%.

Final Thoughts: Human Connection Wins in E-commerce

Canadian e-commerce is growing quickly, and so is the competition. Adding live phone support with a virtual receptionist helps your brand stand out. It’s not just about being available; it’s about building trust, making more sales, and keeping customers coming back.

Looking to grow your online store? Let your customers experience the difference with professional phone support. Olivia Assist offers virtual receptionist services in Canada. We know the local market and can help your business stand out. Contact us today for a free ROI report.