E-commerce
Support in chat and on the phone, no queue.
The agent answers order status, returns and product questions in your website chat and on the phone, freeing your support team for the harder cases.
- Order status lookups
- Returns handling
- Website chat and phone
- Price
- Chat from €40 a month for 100 conversations, €0 setup. Phone from €75 a month for 250 minutes, €0.18 per additional minute.
- Starting credit
- 30 voice minutes and 30 chat conversations of starting credit, valid for 14 days, no credit card required.
- Data protection
- Hosted at IONOS in Frankfurt and Karlsruhe, GDPR-compliant, the data processing agreement becomes part of the contract at sign-up.
- Integrations
- Shopify, Shopware, WhatsApp, Zapier, n8n, Webhooks
- Who it is for
- Online shops on Shopify, Shopware and other systems, from a single retailer to teams with their own customer service.
Why shoppers write and call
- 01
Where is my parcel?
The most common question in online retail, peaking two days after the order and the day after the promised delivery. With the shop connected, the agent answers with tracking number and status, in chat and on the phone.
- 02
Returns and exchanges
Wrong size, not as expected, wrong item shipped. Customers want the return label, the deadline and to know when the refund lands. A rule-based process that creates one ticket per case today.
- 03
Product questions before buying
Is this part compatible with my device, which size should I take, when is it back in stock. This is where a basket gets filled or abandoned.
- 04
Changing or cancelling an order
Wrong address, forgotten item, failed payment. Time-critical, because the warehouse packs within the hour. The agent checks the status right away, says whether a change is still possible and passes the request with all details to your team.
- 05
Invoices, payments, vouchers
Resend the invoice, pay in instalments, voucher code not working. Small requests in large numbers, especially around promotions.
Common challenges
Support spikes during promotions
Sales events, Black Friday, or the holiday season can make ticket volume explode within hours. A support team sized for normal operations quickly hits its limits during these spikes. Hiring extra staff for just a few peak days rarely makes sense for most stores.
The same routine questions, every time
Order status, shipping times, and returns make up most support inquiries, even though the answers are almost always the same. Customers ask because they lack quick access to that information, not because the issue is actually complex. That ties up support capacity needed for real problems.
Customers expect instant answers
Customers today expect instant answers, whether over chat, WhatsApp, or phone. Long wait times don’t just cost trust, they often lead directly to an abandoned purchase. Someone who has to wait for a simple answer may just take their business elsewhere next time.
How EchoCall helps
Instant answers on orders
EchoCall answers status and return inquiries automatically, around the clock, including on peak days like Black Friday. Customers get an immediate answer instead of landing in a queue.
Chat and phone from one knowledge base
Website chat and phone agent draw on the same knowledge base, so customers get the same answer in both channels. In the chat widget, visitors can also talk instead of typing. Whatever the agent may not resolve, it hands to your team with the conversation so far.
Seamless store integration
Ready-made connections for Shopify and Shopware let the agent look up orders, shipments, invoices and products. Other shop systems connect by webhook or through Zapier, Make or n8n. Answers about status or returns rest on current data instead of guesswork.
What a chat on a sale weekend looks like
An example from a shop with a Shopify connection. The agent only opens the order after order number and postcode, answers the question directly and keeps the tone of the brand. The same conversation runs on the phone, with the same data from the shop.
Hi, I ordered on Friday, order 20481, and have not had a shipping confirmation yet. Will the parcel arrive before the weekend?
Hello! So I open the right order: what is the postcode of the delivery address?
50667.
Thanks, that matches. The running shoes in size 43 were packed this morning and go to the carrier tonight, with delivery announced for Thursday. The tracking number comes with the shipping confirmation by email.
Great. I just realised I should have ordered 43.5 though. Can I still change that?
The order is already packed, so the size cannot be swapped on it. The quickest way: the 43.5 is in stock, here is the link to the item. If you order today, both pairs arrive at about the same time, and you return the pair that does not fit free of charge.
Okay. And when do I get the money for the 43 back?
The return label is in the parcel. The refund goes back to the same payment method two to four working days after the return arrives.
Thanks, that was quick.
You are welcome. You can check the shipping status here in the chat any time with your order number. Enjoy the run!
Numbers from online retail
67 %
of online retailers in Germany name customer service as a central burden, with bureaucracy just ahead at 70 percent.
Source: Händlerbund annual study 2026
37 %
of retailers reported falling revenue for the past year. Only 27 percent managed to grow.
Source: Händlerbund annual study 2026
€3,170
median gross monthly salary of customer service staff in Germany, around 38,000 euros a year per full-time position before employer contributions.
What the agent handles in the shop, and what it does not
The agent takes on
- Answer order status, tracking and delivery time questions in the website chat and on the phone, straight from Shopify or Shopware
- Explain returns and exchanges by the rules of the shop, with deadline, process and refund timing
- Answer product questions from the catalogue, FAQ and size charts and link to the right item
- Absorb promotion peaks without tickets piling up or temps needing to be trained
Stays with your team
- Goodwill beyond the shop rules, suspected fraud and escalated complaints stay with the team. The agent hands over with the full history
- The agent does not take payment details. Payments run through the secure links of the shop
- Individual advice on high-ticket or made-to-measure products is handed to sales
- The agent does not change, cancel or create orders itself. It takes down the request and passes it to your team
Frequently asked questions
Yes. There are ready-made connections for Shopify and Shopware. Other shop systems connect by webhook or through Zapier, Make or n8n.
Not as a channel you set up yourself in the EchoHub. The chat agent runs as a widget on your website, where visitors can type or talk. For calls there is the phone agent.
EchoCall hands complex cases over to a human agent seamlessly, including conversation history.
Yes, 30 voice minutes and 30 chat conversations of starting credit, valid for 14 days, no credit card required, at hub.echocall.de.
Read on
- AI telephony in German e-commerce
- WhatsApp AI agent for customer communication
- AI chat agent: features and pricing
- All integrations: Shopify, Shopware and more
Last reviewed on . The figures come from the linked sources. EchoCall prices and features reflect that date.
Ready for EchoCall in E-commerce?
Start with 30 voice minutes and 30 chat conversations of starting credit at hub.echocall.de, valid for 14 days, no credit card required.