For retail and e-commerce
Where is my order? Answered on the channel they chose.
Shoppers ask about orders, deliveries and returns by phone, SMS, WhatsApp, email or chat. OVOKY brings those conversations into one shared inbox with one history per customer, sends calls to the right store or team, and lets your own systems send order and delivery updates by SMS.
Sound familiar?
What gets in the way today
- 01
The same question arrives on four channels
A customer emails, then calls, then sends a WhatsApp about the same parcel. Three people answer it, or nobody does.
- 02
Sales and holidays swamp the phone line
Promotions, the holiday season and delivery delays bring call spikes. Customers hold, hang up and try again on every other channel at once.
- 03
Stores and head office answer in different ways
Each shop has its own line and its own habits. Head office can't see what customers were told, or how many calls went unanswered.
- SMS campaign modes: immediate, scheduled and drip
- 3
- queue routing strategies
- 4
- overflow actions per queue
- 5
Answer order, delivery and returns questions from calls, SMS, WhatsApp, email and chat in one inbox, route store calls and send order updates by SMS.
Shared inbox
Calls, SMS, WhatsApp messages, emails, website chats and social messages come together in one shared inbox. Whoever answers sees the customer's earlier conversations and notes, so nobody has to explain the problem twice.
- Calls, SMS, WhatsApp, email, chat and social messages in one inbox
- One history per customer, whichever channel they used
- Custom fields on the contact for order or loyalty numbers
- Email and SMS templates for the questions you answer every day
Calls and peaks
A phone menu sends order, returns and store questions to the right team. When everyone is busy, callers hear their position in the queue, can ask for a callback or leave a voicemail. A message about delivery delays can be typed, turned into speech and put at the top of the menu in minutes.
- Phone menu with business hours and holiday dates
- Callback from the queue at the press of a key
- Local numbers per store, routed to a queue or to the store's own PBX
- Calls offered, answered and abandoned by interval, for staffing peaks
Order updates
Send SMS from your shop or order system through the public API, or from the customer's record when someone on the team sorts out a problem. For offers to customers who agreed to receive them, SMS campaigns send to a list immediately, at a set time or as a drip, skipping blacklisted numbers.
- SMS sent from your own systems through the public API
- Approved sender IDs and reusable templates
- SMS campaigns: immediate, scheduled or drip
- Delivery status on the customer's timeline for SMS sent from the record
The toolkit
Built for retail & e-commerce
Omnichannel inboxNew
Calls, SMS, WhatsApp, email, website chat and social messages in one shared inbox, with one history per customer.
Queues & callbacks
Ring the right people for every inbound call, keep callers informed and offer a callback instead of a long wait.
Visual IVR builder
Draw your call flow on a canvas so callers reach the right person: menus, announcements, queues, transfers, business hours and voicemail.
Softphone & CRM
A browser softphone and a contact CRM on one screen, so your team calls, answers and books the next step without switching tools.
Email & SMS
Send one-to-one emails and SMS from the contact record and run SMS campaigns, with every message logged on the contact's timeline.
Reports & analytics
32 ready-made reports on inbound calls, campaigns, team activity, channels and compliance, with exports, schedules and alerts.
Retail & e-commerce: questions
Short answers to what teams ask us most. Something else on your mind? Talk to us
Not out of the box. There is no ready-made connector to e-commerce platforms. Your team can keep order or loyalty numbers in custom fields on the contact, and your systems can send SMS and read calls, SMS and reports through the public API.
Yes. WhatsApp, two-way SMS, email, website chat and social messages come into the same shared inbox as your calls, so your team answers from one place with one history per customer.
Yes. Order a local number for each store and route it to a queue, a phone menu or the store's own PBX by IP. Numbers can be tagged by store or region to keep a long list in order.
Add people by sending invitations, since everyone works in the browser. Queue callbacks and voicemail spare callers a long hold, and interval reports show when calls arrive so you can plan staffing. Seats are named by default, and concurrent seats for shift-based teams are available on request.
Yes, as SMS campaigns to your contact lists, sent immediately, at a set time or as a drip, skipping numbers on your blacklist. Which consent you need before sending marketing messages depends on your country, so confirm it with your advisers.
No. Staff can answer in the browser with a headset, and stores that already have a PBX can keep it: OVOKY routes numbers to it by IP.
Bring every customer conversation into one place
Calls, SMS, WhatsApp, email and chat in one inbox, on one invoice. Start with one team, then grow.