Fewer “where is my order” calls, starting this month
Every support call tells you something about your products, your delivery and your website. VoiceVera reads all of them and tells you what to fix first.
Support calls are the most honest feedback you get
Customers call when an order is late, a product fails, a refund is slow or a subscription is about to end. Those calls hold the reasons behind your returns and cancellations, but they sit in recordings nobody has time to hear.
Most e-commerce and subscription teams know how many calls they get and how long each one takes. Few can say why customers called, how that changed since last month, or which fix would remove the most calls. Agents tag calls by hand with a short list of reasons, the tags drift, and the “other” bucket grows. Meanwhile product, logistics and marketing teams hear about problems weeks late, through returns, reviews or churn.
Speech analytics for e-commerce support closes that gap. It reads every call, turns what was said into counts and lists you can act on, and keeps the customer's own sentence next to every finding so nobody has to take a number on trust.
Speech analytics for e-commerce support: what your calls are telling you
Why are customers calling?
Orders, delivery status, refunds, changes and cancellations, counted on every call and compared with last month.
Which products cause problems?
Possible product defects are listed with the customer's own words, so product teams see the pattern.
What belongs in the FAQ?
Questions agents answer again and again become a list of FAQ gaps and suggested answers.
Who is about to cancel?
Churn risks and threats to leave are flagged with the sentence that shows them, for a retention follow-up.
What drives refunds?
Search “refund” across every call and see the reasons by topic, queue and day.
What else do customers want?
Upgrade, renewal and cross-sell moments, and feature requests in the customer's own words.
Find out why customers call, on every call
VoiceVera gives every call a topic, an intent and an outcome, in categories you can adapt to your business: order status, delivery, change or cancel, refund, product problem, billing and more. The counts come from the analysis of each call, computed by code, and you can compare them with last month and see them by queue and by day.
Counting reasons is the start. The useful question is which of them were avoidable: a status call that a tracking message would have prevented, a how-to question the FAQ should have answered. Our guide to why customers call and how to measure contact reasons shows how to build a reason list and turn it into fixes.
Call analytics for subscription businesses and churn risk
For subscription support, the calls that matter most are the ones that end with a cancellation or almost do. VoiceVera flags churn risks and threats to leave with the exact sentence and the moment in the recording, so a retention owner can read the sentence, hear the customer and decide what to offer. Renewal and upgrade moments are listed the same way.
Each flagged call goes to a follow-up list with an owner and a due date, and promises to call back are tracked until they are closed. Read churn signals in customer calls for the phrases and patterns worth listening for.
Search “refund”, see why
One search shows how many calls mention refunds, in which topics and queues, on which days, and the exact sentences, ready to play.
Exact search finds the words customers used. Smart search finds calls that mean the same thing in different words, and Deep Search checks every condition you wrote against a quote. Save a good search as a watch and VoiceVera alerts you when refund calls rise, so a faulty batch or a delivery problem is visible in days, not at month end.
From calls to fixes for product, logistics and the FAQ
The output is built for the teams that can remove the cause. Possible product defects go to the product team with the customer's words and the recording. FAQ gaps, the questions agents answer again and again, come with a suggested answer for your help center. Feature requests and sales moments are listed with the sentence that shows them.
Your support lead gets weekly and monthly digests and a monthly report with every number computed by code. Findings state associations, not causes: the report says what moved together, and a person decides what it means. The case study shows these lists on 873 public, role-played calls.
Customer details protected before any AI step
Order calls contain names, addresses and card details. Phone numbers are replaced by protected IDs when a recording arrives, and card numbers, emails and ID numbers are removed from the text before any AI analysis. Agents appear to the AI only as aliases, and your calls are never used to train AI models. The security page lists every control.
VoiceVera reads recordings from Twilio, 3CX, Aircall, Asterisk or FreePBX, an SFTP drop or an upload, so your support stack stays as it is. See integrations.
How the free pilot works for e-commerce support
We analyze a sample of your support calls
You see why your customers call, what needs a follow-up and which products or answers need attention, with the sentence behind each. No contract, no card.
Start a free pilot- A short call about your phone system, call volume and the questions you want answered.
- You share a sample of recordings, or we connect to your phone system.
- We set up your topics, such as orders, delivery, refunds and cancellations.
- We walk your team through the contact reasons, the lists and the evidence.
Pricing is agreed after the pilot, based on your agent seats and call volume.
E-commerce support analytics FAQ
Can VoiceVera tell us why customers call?
Yes. Every call gets a topic, an intent and an outcome, counted by code and comparable with last month. You can see reasons by topic, queue and day, and open the exact sentences behind any count.
Can we find calls about a specific problem, like refunds?
Yes. Search by exact words or by meaning, see how many calls match by topic, queue and day, and play the matching sentences. A good search can be saved as a watch that alerts you when it rises.
Does it work for subscription cancellations?
Yes. Churn risks and threats to leave are flagged with the sentence that shows them and sent to a follow-up list with an owner and a due date, so a retention team can act on them.
Do we need a special call tool or recording setup?
No. VoiceVera reads recordings from Twilio, 3CX, Aircall, Asterisk, FreePBX, an SFTP drop or an upload. Mono and two-channel recordings both work.
What happens to customer details in the calls?
Phone numbers are replaced by protected IDs on arrival, and card numbers, emails and ID numbers are removed from the text before any AI analysis. Your calls are never used to train AI models.
Find what to fix first
Free pilot on a sample of your support calls.