Pre-Purchase Questions
Answer sizing, shipping, stock and product questions from your approved content.
E-commerce · Industry
AI Voice Agents for E-commerce Customer Conversations
Online customers still ring - usually before they buy or after something has gone wrong. VoxLink can handle pre-purchase questions, returns and policy enquiries, and escalate anything that needs a person.
Resolve repeat pre-purchase and policy questions, then escalate the exceptions that need your team.
Customer conversationOn call
- CallerDoes this come in a wider fit, and how long is delivery?
- VoxLinkYes - and metro delivery is two to four business days.
- CallerCan you check where my order is?
- VoxLinkI'll capture your details and pass this to the support team.
- Pre-purchase
- Answered from knowledge
- Returns & policy
- Answered from knowledge
- Order data
- Only with verified integration
- Exceptions
- Escalated to support
The problem
Support Volume Is Lumpy
Volume spikes around sales, launches and delivery delays.
Most questions are pre-purchase or policy-related and highly repetitive.
Customers wait in a queue for an answer that already exists in your help content.
Support agents spend the day re-typing the same replies.
How VoxLink helps
Where VoxLink Helps
Order-Related Conversations
Handle order enquiries only where a permissioned, verified integration is in place.
Returns & Policy
Explain your published returns, warranty and policy processes consistently.
Escalation
Route exceptions, complaints and edge cases to your support team.
Call journey
A Support Call
- 1
A customer rings with a question before or after purchase.
- 2
VoxLink identifies the type of enquiry.
- 3
Pre-purchase and policy questions are answered from approved content.
- 4
Order-specific detail is only used where a verified integration is connected.
- 5
Required customer information is captured.
- 6
Anything outside scope is escalated to your support team.
Set this up for your e-commerce calls
Boundaries
Account Data Boundaries
- VoxLink only accesses order or account data where a permissioned, verified integration has been configured.
- Without that integration, order enquiries are captured and escalated rather than answered.
- Refund and goodwill decisions stay with your team unless you have implemented a verified workflow.
AI voice agents
Agents Used in E-commerce
Features
Features That Matter Here
FAQ
E-commerce Questions
Set up VoxLink for your e-commerce calls
Configure the agent, test how it handles your real enquiries, then decide when to put it live.