How to use customer service phone numbers to improve your e-commerce business

Published on May 6, 2025

Boost your e-commerce by making customer service phone a strategic ally.

The digital revolution has forever transformed the relationship between buyers and brands. As leaders in the smart e-commerce solutions sector, we experience every day how a simple call to customer service can turn a question into a sale, or a complaint into lifelong loyalty. Did you know that, according to Think With Google75% of customers who receive fast, personalized service make repeat purchases from the same e-commerce site. The user experience starts with the voice of the customer, and leveraging that channel is key to multiplying results.

At Sintonai, we've been helping companies of all sizes professionalize and automate their customer service calls for a long time. I've seen firsthand how integrating technology, empathy, and well-defined processes makes a difference in sales and digital reputation. Today I want to share the keys so you can do the same for your online store.

Why is customer service phone service still crucial in 2025?

With the rise of chat, bots, and self-service, many predicted the demise of the customer service phone. But the reality is different: 561% of consumers in Spain still prefer phone calls to resolve complex or urgent issues (source: OBS Business School, 2025). Voice communication conveys trust, and in key moments, it can be the bridge to a lasting relationship.

Think of a user who's hesitant to make a purchase: if an empathetic person answers their call instantly, the conversion rate can rise to 30%, or even 30%. I've worked with companies where, just by measuring and improving this channel, we've doubled the average ticket and halved returns.

The real challenge lies in balancing speed, personalization, and efficiency. Customers value being listened to and being served quickly, something that can only be achieved with technology that enhances—not replaces—human talent.

How to improve your e-commerce with a smart, connected customer service phone

At Sintonai, we've developed artificial intelligence-based tools that allow any business to centralize and optimize the management of calls, chats, and emails from a single platform. I personally collaborate with companies to redefine their customer service protocol, building teams and automating frequent responses without losing the human touch.

A common example: a fashion e-commerce business with 500 daily orders had queues of up to 25 minutes on its customer service line. After monitoring calls and automating the 60% for routine inquiries, we achieved service in less than 2 minutes and an NPS above 8. The result: happier customers and fewer incidents.

Additionally, we help our clients analyze each call (duration, reason, satisfaction) and make data-driven decisions, tailoring the experience to different user segments. This translates into improved sales, reduced costs, and an increasingly solid reputation.

Practical strategies to transform calls into sales opportunities

Having a well-managed customer service phone system is much more than just a number on the website. The key is training agents, establishing flexible scripts, and leveraging the CRM to personalize the experience. I always recommend training responses to frequently asked questions and encouraging active listening using real-life examples compiled by the platform itself.

Don't forget the value of automating alerts: if a customer abandons their cart, a proactive message can trigger an immediate call or chat to resolve gaps in the checkout process. With Sintonai, we offer a free trial of 500 web-based messages to start experiencing all this today.
Try it for FREE here.

Ultimately, technology is there to multiply your ability to listen and act in a timely manner. Strategic customer service phone numbers save time, increase conversions, and leave an emotional mark—just what your ecommerce needs to stand out in an increasingly competitive 2025.

This is how Sintonai helps: your partner in efficient omnichannel service

At Sintonai, we work closely with you from the initial assessment: we analyze your current workflow, identify critical points, and design a customized roadmap. We've spent two decades perfecting the integration of technology and human resources, and I assure you, the change will be noticeable within weeks.

I personally collaborate throughout the entire process, proposing improvements to both phone support and other channels. Our system unifies customer service phone, chat, and email, allowing your agents to always have the history and context they need to resolve issues quickly and efficiently.

Our greatest satisfaction is seeing the sales and reputation of those who trust us grow. If you want to take the leap, start today with our 500-message free trial and feel the difference from day one.

— Manuel Jurado, CEO of Sintonai