Industries · Ecommerce
Phone CX that converts when volume spikes
Built for ecommerce and DTC ops leads who already measure phone conversion, WISMO AHT, and containment. Fluents runs inbound order and service calls on elastic concurrency, wired into the stack you already trust.
What you can improve
If you run ecommerce or DTC phone ops today, these are the outcomes Fluents is built to move.
- Protect phone conversion at peak: Answer every order and service call when promotions, drops, and holiday volume spike. Capacity flexes with demand instead of a seasonal headcount contract.
- Contain WISMO and returns traffic: Status, ETA, and simple returns or exchanges resolve in systems of record so agents spend less time on look-ups OMS and carriers already know.
- Complete the order on the call: PCI-compliant phone order-taking: capture SKUs, ship-to, and payment through the processor and policies you already run. Write the order back before hangup.
- Escalate VIPs and edge cases cleanly: Complex carts, fraud flags, and high-AOV shoppers warm-transfer to humans with transcript and context intact.
Common call types to start with
Start where abandoned calls and agent time hurt most, then expand.
Phone order-taking
Guided capture of catalog items, modifiers, and ship method. PCI-compliant payment via your existing processor workflow.
WISMO / order status
Intent to order lookup to carrier ETA, then optional ticket close in your help desk.
Triage and warm transfer to CX
Route by intent, loyalty tier, or exception reason. Warm-transfer to the right pod with context.
Bookings and consults
Schedule fittings, concierge, or returns appointments against calendars you already use.
Why peaks break the old model
Flash sales and holiday weeks blow past seat plans. BPO ramps miss the promo window. DIY voice projects stall on telephony, latency, and payment edge cases while carts abandon on hold.
How it works with your team
Configure the agent and skills, connect ecommerce or OMS, payments, and help desk, then point inbound DIDs at the workflow. Your CX team owns prompts, escalations, and QA. Fluents owns voice, concurrency, and the call path.
How ecommerce teams usually start
Pick the inbound job that abandons first, then widen coverage.
- Usually start inbound: Order-taking or WISMO on a high-volume DID, then expand to peak coverage and VIP warm transfer.
- Systems in the first week: Ecommerce or OMS look-ups, your payment processor, and help-desk write-back on a scoped workflow.
Systems ecommerce ops expect in the loop
Containment only counts when the call writes back to systems of record.
- Ecommerce and OMS: Connect Shopify or similar stacks via native connectors, actions, and webhooks so inventory and order state stay authoritative.
- PCI-compliant payments: Run card capture through your processor in a PCI-compliant order-taking workflow. Fluents is the voice layer on the path you approve.
- Help desk and carriers: Pull tracking, update tickets, and close the loop so WISMO does not bounce between tools.