Industries / Ecommerce
Uniden Voice for Ecommerce
You built a business with no phone number. Customers found one anyway.
Ecommerce was supposed to remove the phone. Instead you have a support inbox that never empties and a phone number people dig up when the order matters, at which point they are already annoyed.
Answers 24/7Genuine Australian voices1300 numbers availableScales with your peak
Every sale week
Your support deskWed 4:50pm
Support agent on a long callOne agent, one call, a queue behind it.Engaged
Where is my order, third attemptGetting angrier and drafting a review.13s29s46s62sMissed
Pre sale question about sizingCart worth $340, about to be abandoned.05s12s20s28sMissed
One ticket closed. One review earned, one cart abandoned.
The bit nobody counts
Pre sale questions are revenue. You are treating them as support.
Your support queue mixes two completely different things: people who have already paid, and people about to. The second group leaves silently, and they are the ones worth the most.
1Pre sale questions are the highest intent contact you get. Somebody asking about sizing or delivery has a full cart. A ringing phone is an abandoned one.
2Order status is most of your volume and none of your margin. Where is my order is the single most common contact in ecommerce and needs no human at all.
3Peak season multiplies both. Black Friday and Christmas triple your contact volume, and your team does not triple.
UNIDEN VOICE · ABANDONED CART LEDGER
Illustrative only. Put your own numbers in.
Calls and contacts per week340
Answered by support205
Abandoned or rang out135
Share of those who were
a pre sale questionx 0.30
Genuine pre sale calls lost per week40
Average order value$135
LOST PER WEEK$5,400
LOST PER YEAR$280,800
Uniden Voice, per weeka fraction of that
Change the two highlighted lines to your own figures.
The arithmetic is the point, not our example.
The order status calls you remove pay for the whole thing separately.
The arithmetic is the point, not our example.
The order status calls you remove pay for the whole thing separately.
Six things every online retailer says out loud
You have said at least four of these this month
These are not support problems. They are conversion problems wearing a support ticket.
01
Where is my order is your top contact
It is the most repeated question in ecommerce, it is fully answerable from your own data, and it currently occupies your entire team.
Answered instantly from order status, or pushed out by SMS before they ask.
02
Pre sale questions get treated as tickets
Someone with a full cart asking about sizing is a sale in progress, queued behind a returns enquiry.
Pre sale calls prioritised, because they are revenue not support.
03
Peak season breaks everything
Black Friday to Christmas is where your year is made, and where your support experience is at its worst.
Capacity that scales with the spike, not with your roster.
04
Returns and exchanges are pure repetition
The same policy explained hundreds of times a week, with variations that cause disputes when staff get them wrong.
One consistent answer from your actual policy, every time.
05
A phone number feels like a liability
So many stores hide it, which means the customers who most need help are the angriest by the time they get through.
A number you can publish confidently, because it always gets answered.
06
You cannot see what nearly sold
Abandoned carts are measurable. Abandoned phone calls are not, and they are the same customer.
Every call logged and summarised, including the ones that gave up.
Watch one of them get saved
9:50pm. Peak browsing hour. The cart converts.
This is the call that used to ring out after hours. Here it is being answered by a Uniden Voice AI phone agent, in an Australian accent, from what you told it about your store.
It sounds like it is from here. Genuine Australian voices, which matters when your competition is an offshore chat widget.
It knows your catalogue and policies. Sizing, stock, shipping times, returns and warranty, from what you have given it.
It answers order status without a human. Which is the majority of your contact volume, gone.
It treats pre sale as revenue. A full cart question gets priority, not a place in a returns queue.
Uniden Voice AI Agent Live on line 100:44
AgentGood evening, thanks for calling. What can I help you with?
CustomerI am about to order the merino jumper but I am not sure about the size. I am usually a medium.
AgentHappy to help. That style runs slightly small, so most people who wear a medium size up to a large in that one.
CustomerGood to know. And how long is delivery to Perth?
AgentStandard is three to five business days to Perth, or one to two on express. Free returns either way if the fit is not right.
CustomerGreat, I will order the large then.
AgentPerfect. I have texted you a link straight to the large in that style, plus our returns instructions in case you need them.
What happened at ten at night
- Pre sale objection answered at the moment of purchase
- Sizing guidance given from your own product knowledge
- Delivery time and returns policy confirmed, removing the last hesitation
- Direct product link texted so the cart converted
One number, sorted by value
A customer about to buy should never queue behind a return
Publish one number. Behind it, pre sale calls get priority, order status is answered without a human, and returns have their own queue.
Live call being routedOverflow and after hours to the AI agent
Trading peaks
Your whole year happens in six weeks and so does every complaint
Ecommerce contact volume is the most spiked of any channel. Black Friday through to Christmas delivery cut offs produces months of contact in weeks, and every one of those contacts is time critical.
An AI agent absorbs the entire peak. Order status answered instantly, pre sale questions converted, and your human team freed for the genuinely difficult cases instead of drowning in all of it.
Inbound contacts across an ecommerce yearshape, not scale
What your support team can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian online retail trading. Your own curve depends on your category.
It plugs into what you already run
Your phone should know which order is calling
Uniden Voice connects to more than a thousand apps and offers open APIs, so a call arrives with the customer, their order and its tracking status attached rather than just a number.
LightspeedVendSalesforceHubSpotXeroZohoMondaySlackGoogle Business ProfileGoogle DriveMicrosoft OneDriveOpen APIs for the rest
01 · ON THE RING
Screen pops before you say hello
The customer's name, their last order and its delivery status appear as the call rings, so nobody has to ask for an order number that is already on the screen.
02 · DURING THE CALL
Click to call from the order
Ring a customer straight from the order record when something has gone wrong, without typing a number, and with the call logged against the order automatically.
03 · AFTER THE CALL
Status updates that go out first
Proactive SMS from your business number when an order ships or is delayed, which removes the call before it happens.
Why Uniden, and not the other twelve
An Australian voice, when your competitors use an offshore chat widget
Online retail has trained Australians to expect a chatbot and an offshore email queue. A real Australian voice answering on the first ring is a genuine competitive difference.
Onshore, end to end
Designed and built in Australia, hosted in Australian datacentres, and supported by Australians you can actually get on the phone. Your customer conversations do not leave the country.
An accent that lands
The AI answers in a genuine Australian voice. It matters, because a caller who thinks they have reached an offshore call centre hangs up before you get the chance to help them.
Desk, pocket and back office
The EVOC2 desk handset where you want something solid to grab, plus real Uniden apps for Windows, Mac, Linux, iOS and Android. Same number, whether you are at a desk or at a packing bench.
One provider, one bill
Keep your numbers including 1300 and 1800, and take the NBN connection from us too. Fewer vendors to chase when something goes wrong at the worst possible moment.
Straight answers
The questions online retailers ask us first
Can it really answer order status questions?
Where your commerce platform or fulfilment system can be reached through an integration or an API, yes, and it removes your single largest contact type. The agent can confirm what has shipped, when it was dispatched and where it is.
Even without a live connection, the agent captures the order reference precisely and gets a definite answer back quickly, which still beats a queue.
Should I even publish a phone number?
Most online retailers hide the number because they cannot staff it, then wonder why their reviews mention unreachability. Once calls are always answered, a published number becomes a conversion asset rather than a liability.
It is also a trust signal. For higher value carts, being able to speak to an Australian is often what closes the sale.
Can it handle the Black Friday spike?
That is the strongest case for it. An AI agent answers an unlimited number of simultaneous calls, so peak volume does not create a queue at all.
Your human team stops spending peak week on order status and spends it on the genuinely difficult problems, which is where they add value.
What happens when the AI cannot help?
It hands over, and you decide where. Complaints, damaged goods, refunds and anything about a dispute can go straight through to a person, to a specific queue, or to a manager's mobile.
The caller is not asked to repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours the agent takes the details, sends an SMS confirmation and queues the callback.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800 numbers, so the number on your website, your packing slips and your marketplace listings and on years of Google results stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app keeps working over 4G and 5G, so your people can answer on their handsets while a site connection is down, and call flows can be set to divert to mobiles automatically.
You can also take your NBN service from Uniden Voice, so the connection and the phone system are one provider with one support number, instead of two companies each suggesting the problem belongs to the other.
How long does it take to get running?
A single site can be live quickly, because the apps need no hardware and the handsets arrive ready to plug in. The part worth doing properly is the call flow and the AI agent's knowledge of your business, and we build that with you rather than handing you a manual.
Number porting is the one step with an external timeline, so we usually run your new setup alongside the old line until the port completes. You never trade a day without a phone.
Now You're Talking
Answer the cart before it gets abandoned
Book fifteen minutes. Show us how calls and pre sale questions reach you today, and we will show you the version that converts them.
1300 881 662 · info@unidenvoice.com · www.unidenvoice.com