What the phone actually costs e-commerce & logistics
Calls in, calls out
Inbound — calls that come to you
Order and delivery status
Answers "where is my order" calls from your order system, with the real status and expected date.
Return and exchange requests
Captures the reason, confirms the pickup address and books the reverse pickup slot.
Escalate real problems
Damaged goods, wrong item, refund disputes — transferred to a human with the order already on screen.
Outbound — calls it makes for you
COD confirmation before dispatch
Calls the customer to confirm the order, the address and that they will accept it — so you ship only what will be taken.
Delivery coordination
Agrees a delivery window, confirms the address landmark, and re-attempts with the customer's own preferred slot after a failure.
Return pickup scheduling
Calls to arrange the reverse pickup and confirms the item is packed and ready before a rider is sent.
Outbound: COD confirmation before dispatch
Hello — am I speaking with Suresh?
Yes.
This is a confirmation call for your cash-on-delivery order placed yesterday. It is one item, and the amount payable on delivery is one thousand two hundred rupees. Shall I confirm it for dispatch?
Yes, but send it after 6pm — nobody is home during the day.
Noted — I will mark the delivery preference as after six in the evening. And is the address still the one in Kannur town?
One call prevents both a refused delivery and a failed first attempt — the two most expensive events in a COD order.
It has to update your systems, not a dashboard
- Your order management system or storefront for order, amount and address
- Courier and 3PL APIs to hold, release or reschedule the shipment based on the call outcome
- WhatsApp confirmation with the order summary and delivery window
- A dispatch-ready list each morning: confirmed, refused, unreachable, reschedule
We run this engine ourselves.
We build the operational systems behind this kind of workflow — including our own distribution management platform for FMCG — so the call outcome updates the order, not just a report.
60–70% below typical US/UK cost — because we run the engine ourselves.
See Distributors DMSE-commerce & Logistics questions we get asked
What happens when the customer does not answer?
It retries on the schedule you set, at different times of day, and marks the order unreachable after the last attempt so your team can decide whether to ship.
Can it cancel an order on the call?
It can capture a refusal and push that outcome to your order system. Whether that auto-cancels or goes to a human queue is your rule, not ours.
Does it work at a few thousand calls a day?
Yes — concurrency is a configuration on our own telephony stack, and we size it to your daily dispatch list.
Which languages do customers get?
It replies in the language the customer speaks — English, Hindi and Malayalam today, with more added where your order mix needs them.
How does this compare with a WhatsApp confirmation?
They work well together, and we build both. A message is cheaper; a call reaches the customers who never open the message. Most sellers use the message first and call the non-responders.
Voice agents for other businesses
Want a voice agent answering your e-commerce & logistics calls?
Tell us what the calls look like today. We'll scope it and put a senior engineer on it — and you keep 100% of the IP.