The store number
Customers see your line, not a personal mobile. They can call that number back, and any person on the desk can answer it.
Why CustomerOS
Phone support that stays on the order.
Most stores already call customers. The call itself is not the problem. The store number, the open order, and the written promise are what usually get lost.
The order is open
You call from the customer or from a chosen order. Items, status, and the order number are in front of you while you talk.
The promise is written
The note is saved on the customer and added to the order. The next shift does not inherit a memory.
The callback has a home
Answer in Shopify admin. A Call us tap from the theme reaches the same line, and a signed-in shopper is matched to their record.
How a store uses the line
The call changes with the catalogue. The thing that has to survive the shift does not: which order, what changed, and what happens next.
Apparel
- A size exchange starts from the order, not from a text thread.
- A new address is confirmed, then written on that order before the reship.
- The customer calls the store line if the parcel is still late.
Home and furniture
- A delivery window is agreed with the order open.
- The morning desk reads the window. They do not call the customer to ask what was already promised.
- Call us on the product page is easier than a number buried in the footer text.
Food and drink
- A missing item is tied to that order number.
- The note says what will be replaced, and when.
- Today’s list shows which of those calls still have no note.
Beauty
- A signed-in shopper taps Call us and is matched to their record.
- The shade, the scent, or the replacement is written on the customer.
- The next order does not start from a blank memory.
Electronics
- A setup question is handled with the exact order on screen.
- The note records what was tried, so the next call does not restart the troubleshooting.
- Recording, on Growth and Business, can sit with that note when the store turns it on.
A small team
- Starter is two people and one store number.
- The owner and one other person share the same line and the same notes.
- When the line gets busier, Growth and Business raise the minutes, the people, and the numbers.
Questions stores ask first
Do customers see my personal number?
No. Outbound calls and callbacks use your store line.
Where does the note go?
On the customer. When you called about an order, it is added to that order in Shopify.
Do we have to leave Shopify to take the call?
No. The team answers in Shopify admin. The call opens in its own window so the browser can use the microphone.
Is this only for large support teams?
No. Starter is built for two people. The plan changes when the minutes, the people, or the numbers need to.