Fashion & retail

In fashion and retail, brand experience extends to every touchpoint — including the phone. A memorable, professional number tells customers you are established and easy to reach. Whether you run a single boutique or a national chain, the way you handle calls says as much about your brand as your window display.

Managing multiple stores does not mean managing multiple phone numbers. With CallFactory, one central number can route callers to the nearest branch, a specific department, or your head office — based on their choice or location. Customers see one consistent contact point, and your team stays organized behind the scenes.

Need to redirect calls during a store refurbishment or a pop-up event? Change the routing in seconds from your dashboard.

Sale seasons, product launches, and marketing campaigns drive call volumes up sharply. Our call queue system keeps callers waiting with a professional message while your team works through the queue. You can also set overflow rules to redirect calls to backup staff or voicemail when the shop floor is at capacity.

Set up a dedicated phone menu so callers can choose between click-and-collect queries, returns, and general enquiries. This keeps your team focused on serving customers in-store, while phone callers get answers quickly without being transferred repeatedly.

You can also receive business calls through your existing phone system or SaaS tool — so whether you are on the shop floor, in the stockroom, or travelling between locations, you never miss a call.

Your flagship store gets the most calls — stock enquiries, opening hours, directions, personal shopping appointments. A dedicated number with a welcome message and a short phone menu handles the volume without pulling staff off the shop floor: “Press 1 for opening hours and directions, press 2 for stock availability, press 3 to speak to our team.”

Opening hours and location details are handled by a pre-recorded message created with our text-to-speech AI — updated by your team at any time. Stock queries and personal shopping requests are routed to available staff or to voicemail during peak trading hours. Every message is forwarded by email so nothing is lost.

National retailers manage dozens of stores, each with its own phone number, its own provider, and its own way of handling calls. When head office wants to change the Christmas opening hours message across all locations, someone has to contact every store — or every provider — individually.

With CallFactory, all store numbers are managed from one dashboard. Update the welcome message for every location at once, or customise it per store. Route calls by region, by store, or by department. If a store is temporarily closed — a refurbishment, a staff shortage, a power cut — redirect its calls to the nearest branch or to head office in seconds.

One invoice covers all locations. One team to call when something needs changing. And because we forward calls through the carrier network — not the internet — your stores stay reachable even when the shop Wi-Fi goes down.

Fashion brands run pop-up shops, Christmas markets, sample sales, and seasonal concessions. Each needs a phone number for the duration — and when the event ends, the number should either redirect to the main store or switch off.

Activate a local number for any temporary location and have it live within hours. Route calls to the staff on site or to a mobile phone. When the pop-up closes, redirect the number to your main line so customers who saved it can still reach you. No long contracts, no setup fees, no wasted numbers.

The week before Black Friday, your call volume triples. Customers want to know about promotions, stock levels, delivery times, and return policies. Your shop floor team is already stretched — the last thing they need is a ringing phone every thirty seconds.

Our call queue absorbs the surge. Callers hear a professional waiting message while in line. You can add temporary team members to handle the overflow — seasonal staff, head office colleagues, or an external answering service. When the sale ends, scale back to your normal setup. You only pay for what you use.

High-end retailers and department stores offer personal shopping services. A dedicated phone line for VIP customers — separate from the main store number — ensures they reach their personal shopper directly without navigating a menu or waiting in a queue.

Route VIP calls to a specific team member’s mobile phone through the carrier network. If they are with another client, the call rolls over to a colleague or to voicemail with a personalised greeting. The VIP experience starts the moment they dial.

Franchise brands need consistency across every location — including the phone experience. A customer calling any franchise store should hear the same brand greeting and navigate the same menu structure, regardless of who owns that particular shop.

CallFactory lets the franchisor set the template — welcome message, menu structure, opening hours format — and each franchisee manages their own routing and team availability within that framework. Head office keeps control of the brand experience, while store owners keep control of their day-to-day operations.

For franchise networks that share a central customer service number, we can route calls to the relevant franchisee based on the caller’s area code or menu choice — and invoice each franchisee separately for their share.

Most fashion brands today sell both online and in-store. Customers expect to be able to call about an online order and get the same service as walking into a shop. But behind the scenes, the online team and the store team are often completely separate — different systems, different staff, different phone numbers.

A single business number with a phone menu bridges the gap: “Press 1 for online orders, press 2 for your nearest store.” Online order calls route to your e-commerce support team. Store calls route to the relevant branch. The customer sees one brand, one number, one seamless experience.

How you handle returns and complaints defines your brand as much as how you handle sales. A dedicated returns line — or a menu option for returns — ensures these calls reach the right team immediately. No transfers, no hold music, no frustration.

With call recording, you can review how your team handles complaints, identify recurring issues, and use the recordings for training. Combined with our statistics panel, you can see how many calls come in about returns versus sales — and staff accordingly.

Opening a new store? A dedicated local number on the hoarding, in press releases, and on social media gives the new location its own identity before the doors even open. Callers hear a welcome message with the opening date, location details, and any launch event information — all created with our text-to-speech AI and updated by your team at any time.

Once the store opens, the number becomes the permanent store line. All the pre-launch callers already have it saved.

Fashion brands expanding internationally need a local phone presence in each market. A French customer seeing a foreign number on your website will hesitate. A local 01 or 09 number feels familiar and trustworthy.

With CallFactory, you can add a local number for each country you sell into — displayed on your localised website, in your app, and on your invoices. All calls route to your customer service team wherever they are. One dashboard, one invoice, full control. Read more on our international phone numbers page.

Need your phone system to talk to your inventory, your CRM, or your e-commerce platform? Our private API connects the two — but we do not hand you a generic library and leave you to figure it out. You tell us what you need, we confirm feasibility, and we build the exact endpoints for you.

Pull call statistics into your own reporting tools. Download recordings automatically. Route VIP customers to their personal shopper based on caller ID. Trigger a notification to the store manager when a high-value call comes in. Your developer writes against endpoints that are guaranteed to work — no guesswork, no wasted development time.

Because we built and operate our own platform, we can extend it for any use case. If your brand needs something that does not exist yet, we build it.

We are not a reseller — we operate our own IVR platform. When something needs changing, we change it ourselves. When a problem occurs, we can pinpoint it exactly, right down to the carrier level. If you are with a reseller, they have to phone their platform provider first, who then has to investigate, who then gets back to them, who then gets back to you. When your brand’s reputation depends on every customer touchpoint, that chain simply does not work.

Because we all love technology — and spend our free time tinkering with computers, telephones, IVR, and AI — there are always multiple colleagues online at any given moment. If something happens, someone is already there. Our support mailbox is monitored evenings, nights, and weekends. Our team is on Slack with notifications on our mobile phones, so we stay in touch around the clock. For clients who want it, we set up a dedicated Slack channel so you can reach us instantly by message at any time.

With other providers, you need strict and expensive SLAs to get this level of attention. And when something actually happens, the SLA often turns out to be just a piece of paper — support is still not there when you need it. Our “best effort” SLA is the best you can get: motivated team members who know the platform inside out and want to help you.