Shopify, now on the phone too

It checks the status of an online order and resolves the question without going through anyone. heydiga answers the calls and the WhatsApp messages Shopify does not pick up, and writes into Shopify before hanging up.

Talk to us

You sell online and they call you on the phone

Shopify takes the order and the payment. What it does not do is answer whoever calls to find out where what they bought has got to.

Today

"Where is my order?" is half a dozen calls a day that somebody has to handle by hand.
At the height of a campaign the calls come in all at once and the line is engaged while the shop keeps selling.
They ask about delivery times, prices and whether something is still in stock, and it has to be looked up every time.

With heydiga

It finds the order in Shopify by phone number or reference, says where it is and hangs up.
It takes several calls at once, without a single one getting the engaged tone.
It reads the catalogue and the shipping conditions and answers with what is published.

What it reads and what it writes

The connection runs both ways: heydiga checks Shopify before promising anything and writes into Shopify the moment it closes.

Reads from Shopify

The status and contents of every order.
Catalogue, prices and availability.
Delivery areas, times and shipping conditions.
The customer record and their previous orders.

Writes into Shopify

Notes on the order with what the customer asked for.
Changes of address or delivery window.
New customer records with their contact details.
Open issues for the team to see.

Fifteen minutes and it is done

Nothing to install, no technical help and no touching the shop you already have set up in Shopify.

You authorise access

From the Shopify account itself, with a permission you can revoke whenever you like.

heydiga reads the shop

Catalogue, prices, orders and shipping conditions. Nothing has to be loaded by hand.

You divert the phone

And it starts answering about the same orders as always.

If you have Shopify, you have this

Every trade has its own casuistry, with its own day, its own integrations and its own questions.

Hair and beauty salons

Services of very different lengths: nobody knows whether a colour fits the gap that is left.

It works out how long the service really takes before booking it.

Barbershops

High volume, low ticket and customers who call having never booked before.

It answers fast and gives a same-day slot, without stopping the clippers.

Beauty clinics

A long treatment list and a lot of price questions before anyone commits.

It explains each treatment and closes the booking on the same call.

Nail and lash salons

Short, back-to-back appointments: a slot once lost is never filled again.

It fits the booking into the first slot available and flags cancellations.

Spas and massage centres

Nobody can pick up the phone during a treatment.

It answers while the room is busy, couples' bookings and packages included.

Laser hair removal and body treatments

Sold by sessions: a lot of questions up front and a lot of follow-up between appointments.

It settles the questions about the treatment and remembers every session in the package.

Restaurants that take bookings

The calls arrive right at peak time, when the team is serving.

It handles sittings, rooms and groups without anyone putting the tray down.

Restaurant groups and chains

One number for many sites and no consolidated data.

It routes each call to its site and gathers what happens across all of them.

Delivery and takeaway

The order comes in by phone and has to be taken in full, fast and with no mistakes.

It takes the whole order, repeats it back to confirm and sends it to the kitchen.

Bars and cafés

Few bookings and a lot of questions: hours, terrace, whether the kitchen is open at that time.

It answers instantly and lets the team serve without interruptions.

Catering and events

The call is not a booking, it is a quote that has to be taken properly.

It captures covers, date, menu and contact, and hands it to the salesperson.

Hotel restaurants

Resident guests and outside diners, with different rules and different hours.

It tells them apart and applies the terms that belong to each.

Independent multi-brand garages

Bookings, quotes and vehicle status all come in on the same number.

It tells the three apart and handles each one its own way.

Franchised dealerships

Sales and aftersales share a switchboard, and the sales lead is lost between appointments.

It separates the sales lead from the workshop booking and routes it to the right team.

Body and paint shops

Almost everything goes through an assessment and an insurer: long calls with a lot to write down.

It takes registration, claim, insurer and assessor without getting them wrong.

Tyres and fast-fit maintenance

High volume and low ticket: what matters is giving them a slot today.

It answers fast and fits the booking into the first free slot.

Motorcycle dealers and workshops

A sharply seasonal trade and customers who ask a lot before committing.

It absorbs the spring peak and answers on models, lead times and prices.

Vehicle rental and fleets

Availability and incidents that arrive outside office hours.

It always answers, settles the incident or escalates it to whoever is on call.

Dental practices

Every no-show leaves a chair idle, and that hour is never recovered.

It confirms the day before and fills the slot from the waiting list.

Physiotherapy and rehab

Treatment runs over several sessions and the patient drops out halfway.

It books the whole course and remembers every session until discharge.

Aesthetic medicine clinics

A long cycle: first they ask, then they are assessed, then they book.

It settles the treatment questions and books the consultation on the same call.

Psychology and therapy

The first call is a delicate one and cannot go unanswered.

It answers discreetly and, if a person is needed, hands over right away.

Pharmacies

The counter is full and the phone never stops.

It answers on hours and on-call rotas, and leaves the order written down.

Veterinary practices

Emergencies mixed in with routine bookings on the same phone.

It tells apart what cannot wait and passes it straight to the team.

Estate agencies

The team is out on viewings and the lead goes cold in an empty office.

It qualifies the enquirer and books the viewing before they call another agency.

Property managers

A high volume of owners asking the same thing, especially after something breaks.

It gives the status of every case and escalates only what is new.

Holiday rentals and short lets

Guests calling at any hour and in several languages.

It sorts check-in, house rules and issues at three in the morning, in their language.

Developers and new builds

Campaigns concentrate peaks of calls: unanswered, the spend is wasted.

It absorbs the whole peak and leaves every lead qualified for the sales team.

Long-term lettings

A lot of calls that do not meet the criteria and eat up the team.

It filters income, guarantor and term before arranging any viewing.

Coliving and student housing

Extreme seasonality and families calling from other countries.

It holds the seasonal peak and answers in each family's own language.

What changes in a business with Shopify

The same shop as always, with the phone answered.

80%

8 out of 10 calls are resolved end to end without anyone on the team stepping in.

60%

6 out of 10 calls are the same question: hours, price or address.

Calls handled at once without a single engaged tone.

On Fridays fifty calls come in within two hours. All of them get picked up and the order arrives complete, allergens included.

Food delivery · Madrid

Size, brand and whether it is in stock. It is always the same three questions and we no longer answer them.

Tyre centre · Madrid

What not answering costs you

The calls you miss and the ones that interrupt your work both have a price. Find out how much you could save with heydiga.

Rough figures for a business:

430 calls a month, 1.8 min each on average.
€183 average spend per customer.

Calls a month430

Average spend per customer€183

Calls that go unanswered today30 %

Money lost every month

€9,516

€114,192 a year

129

unanswered calls a month

customers who were going to book

Fixed with Diga Growth, 169 €/month.
You are losing 56 times what it costs.

Get that money back

What everyone on Shopify asks

The six questions of someone who already sells online and just wants to know whether this fits.

Does it replace Shopify?

No: Shopify is still the shop, with its catalogue, its orders and its payments, and heydiga is the one who answers the phone and looks things up in it. Whatever it gathers on the call it leaves in Shopify as a note on the order or as an issue for the team, without touching the shop that is already set up.

Can it tell a customer where their Shopify order is?

Yes. heydiga recognises the customer by their phone number, or asks for the order number, looks it up in Shopify and tells them its status without passing the call to anyone. "Where is my order?" is half a dozen calls a day that the team no longer handles by hand.

Can it change a Shopify order that has already been placed?

heydiga takes the change and notes it on the Shopify order, such as a new address or delivery window, or opens an issue for the team to see. Anything involving money is confirmed by a person at the business, so heydiga never changes anything that affects payment on its own.

Does it give the right prices and availability?

Yes. heydiga reads the catalogue published on Shopify on every call, with its prices and availability, as well as the delivery areas, times and shipping conditions. It does not quote a price that has already changed or promise a delivery time different from the one the shop has published.

And if I leave Shopify for another online shop one day?

heydiga connects to the new shop and reads orders, catalogue and shipping conditions from it, so it keeps answering on the status of every order without changing the customer service number. The sales platform can be replaced; the calls from people who want to know where their purchase has got to will keep coming.

Can it answer several calls at once?

Yes. heydiga answers several calls at once, with no queues and no engaged tone, so at peak times no customer is left waiting or hangs up. The plans section shows how many simultaneous calls each plan includes.

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