How to use call center services to improve your e-commerce

Published on May 13, 2025

The invisible advantage: how to transform your e-commerce with a call center

Opening an e-commerce business in 2025 has never been easier. But getting that digital channel to convert curious users into loyal customers is a challenge! At Sintonai, I see it every day: customer service makes the difference between growth and falling behind. Today, I want to share how call center technology can be the engine that boosts your user experience, increases your conversions, and, above all, connects you with your audience in a human and scalable way.

What is a call center really?

When we talk about a call center, we think of large rooms full of agents. However, today it's much more: it's the intelligent integration of voice and messaging channels to resolve questions, send updates, or close sales, all in real time. A modern call center uses artificial intelligence, chatbots, and expert agents, coordinated to provide personalized experiences both over the phone and via web messaging.

At Sintonai, we've reimagined this idea; we help companies centralize their customer service and sales processes using the most advanced technology. Imagine an online fashion store that, every time a customer abandons their shopping cart, automatically receives a call or personalized message to resolve questions and recover the sale. That's the power of a well-implemented call center.

In my more than 20 years in marketing, I've always seen that customers only trust—and buy—if they feel heard on their preferred channels. A call center allows a brand to be present, even without a large workforce, 24/7, responding right at the crucial moment.

Sintonai: Where technology and customer experience meet

At Sintonai, we merge advanced technology with genuine empathy. For years, I've personally helped e-commerce businesses improve their service and increase sales by implementing personalized call center strategies. We work closely with each client, proposing user journeys where voice, messaging, and artificial intelligence collaborate to quickly and effectively resolve each query.

For example, an online store could automate order tracking notifications using bots, but also leave the door open for human intervention if the user requests it. I've seen conversion rates increase by up to 28% when customers receive a proactive call after a major purchase. Our platform centralizes these contacts and learns from each interaction.

In Sintonai I offer you 500 free trial messages so you can experience the power of the call center in your e-commerce without obligation. Just register at this link; is our way of showing you, with real-time data and results, how you can build customer loyalty and increase your average ticket.

Data, trends, and advantages of call centers in e-commerce

You would be surprised to know that, according to the Spanish Association of Electronic Commerce65% of online consumers prefer to resolve complex questions via direct calls, while 51% value receiving proactive notifications via messaging. Integrating call centers into your ecommerce site means being available where and when your customers expect you, with an efficiency that directly impacts ROI.

Some key trends for 2025:

• 67% of e-commerce companies that use smart call centers have reduced their shopping cart abandonment rate.
• A post-sale contact via voice increases the probability of repurchase by 30%.
• Frontline automation frees up your teams, allowing human agents to focus on high-value cases.

At Sintonai, we see every month how medium-sized and small businesses move from slow and scattered service to centralized, empathetic, and measurable management, using our web-based, mobile, and proprietary app call center solutions.

How to implement a call center in your e-commerce: simple steps

My advice is always to start by identifying the points of greatest friction. Where do your customers drop off? When do they most often have questions? A call center allows you to automate common responses and escalate human support only when truly necessary. For example, you can trigger an automatic web message when a user has been on the payment gateway for more than two minutes or launch a call if you detect frequent questions about refunds.

1. Audit your current process: locates the critical points.
2. Define measurable objectives: (reduce abandonment, increase conversions, improve satisfaction scores).
3. Configure call center flows: With our help, you can design messages, call sequences, and agent escalations.
4. Measure and adjust: Our platform shows you real-time analytics so you can constantly optimize your strategy.

As CEO of Sintonai, my main goal is to personally support each company that places its trust in us, ensuring that their evolution toward excellence in customer service is not complex, but exciting.

If you want to check it out, try us out without obligation: Access the 500 free messages here.

— Manuel Jurado, CEO of Sintonai