Retail & e-commerce IVR

Phone messaging that keeps up with the season

A retail phone line is never just one greeting. When the store lines, the order line and the holiday message were all recorded by different people, customers notice.

Choose from 150+ professional voice artists, or use Phonzai AI voices when a promotion or holiday hour has to change today.

Orders & returns

Order status, returns and exchange menus

Stores

Store locator and store-hours prompts

Loyalty

Loyalty and store credit card program lines

Peak season

Holiday hours and peak-season messages

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Voice over recordings

Choose from our selection of over 150 premier voice-over artists to record professional, brand-consistent IVR prompts and greetings for your stores and online brand, in a voice customers recognize. Available in English, Spanish, French, and more.

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Advanced text-to-speech AI voices

Instantly create professional, engaging greetings, voice prompts and on-hold messages for your stores and online brand with Phonzai’s advanced text-to-speech technology. Change promotions and holiday hours in minutes, with lifelike voices in 70+ languages.

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Unlimited music

Access thousands of pre-licensed music on-hold tracks to set the perfect mood for your customers. Choose from a wide selection of musical styles, including rock, classical, hip-hop, holiday, and more.

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Cutting-Edge AI Capabilities

AI Writing Assistance

Get help writing prompts that get customers to their order, return or store fast, and hold messages that change as often as your offers do.

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Built-In Script Translation

Record prompts in English, Spanish, French and more with professional talent, or translate scripts with AI and produce them in 70+ languages, including Spanish and French.

Built-In Script Translation Learn more
Collaborative Office Teamwork with Headsets

What we record for retail contact centers

  • Order-status, returns and exchange menus
  • Store locator and store-hours prompts
  • Loyalty and store credit card program lines
  • Holiday-hours and peak-season messages
  • Delivery, pickup and installation scheduling prompts
  • On-hold promotions that change as often as your offers do

Works with your platform

GenesysFive9NICE CXoneRingCentralAmazon ConnectAvayaCiscoand more

Enterprise

Built for multi-store retail teams

Update every store at once

Create and update messages in bulk from a spreadsheet, personalizing store names, hours and addresses. Then assign voices, preview, approve and download in batches.

Teams, roles and projects

Let marketing own the promotions and operations own the hours, organized by brand, region or store, without risking what customers hear.

Enterprise plan

Custom configurations for 100+ phone lines

  • 1M+ AI voice credits
  • Unlimited projects
  • 5 seats, add more anytime
  • Private projects
  • Dedicated success manager
  • Private onboarding & training
  • Migration support
  • SLA guarantees
  • API access & support
  • Offline invoicing & POs
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Retail IVR by business type

Built for every kind of retailer

Every retail phone line shares the same basics, but an online-only brand, a 300-store chain and a furniture retailer each need a different menu. Pick yours to see what a good menu covers.

IVR for e-commerce brands

Online shoppers call about one thing: their order. Put order status and returns first, tell callers what to have ready, and point them to tracking links while they wait.

  • Order status first
  • Returns and exchanges
  • Order number prompts
  • Self-service tips on hold

IVR for multi-store chains

Customers calling a store want hours, directions or a department. A shared menu, with store-specific hours, keeps every location accurate in one voice.

  • Store hours by location
  • Department routing
  • Holiday hours on every line
  • Curbside and pickup info

IVR for grocery chains

Calls are about hours, delivery and pickup orders, and the pharmacy or deli. Short menus get busy shoppers answers fast.

  • Hours and holiday closures
  • Delivery and pickup orders
  • Department and pharmacy routing
  • Weekly specials on hold

IVR for home and furniture retailers

Big purchases bring delivery windows, installation and warranty calls. Clear prompts route each one and tell callers what to have ready.

  • Delivery scheduling
  • Installation and service
  • Warranty and protection plans
  • Financing questions

IVR for loyalty and store card programs

Members call about points, rewards and their store card. A dedicated menu keeps them out of the order queue.

  • Points and rewards balance
  • Store card payments
  • Lost-card and fraud routing
  • Member offers on hold
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Retail IVR checkup

8 questions to ask about your IVR

Run your main number through this list. If you answer no to any of them, your customers are hearing it.

  1. Is order status the first option?

    It’s the most common reason customers call. Don’t make them wait for it.

  2. Is Spanish offered in the first prompt?

    Customers who need another language shouldn’t have to sit through the English menu first.

  3. Does each menu have five options or fewer?

    Long menus send callers to an agent anyway. Group options and go one level deeper.

  4. Do callers know what to have ready?

    An order number or the email on the order, said up front, shortens every call.

  5. Are store hours right for every location?

    One wrong holiday hour sends customers to a locked door.

  6. Is hold time selling?

    Promotions, loyalty sign-ups and app downloads can play while customers wait.

  7. Are last season’s promotions gone?

    An expired offer on hold leads to frustrated calls.

  8. Can you change a promotion today?

    If one update means re-recording the whole menu, your messages will fall behind your offers.

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Keep your IVR current

Your retail IVR, season by season

Retail phone messaging changes every few weeks. Sales, holidays and peak shipping all mean new prompts, and every out-of-date message is one more call your team has to answer. Here’s what gets updated in retail contact center messages, season by season.

Jan – Mar

Winter

Returns season and new-year sales.

  • Holiday returns and exchangesReturn windows and how to start a return.
  • New-year salesClearance and winter promotions on hold.
  • Valentine’s DayGift and delivery-deadline messages.
Apr – Jun

Spring

Spring sales and gift holidays.

  • Mother’s Day and Father’s DayGift ideas and order-by dates.
  • Spring and Memorial Day salesPromotion messages and holiday hours.
  • Garden and outdoor seasonDepartment and seasonal-product prompts.
Jul – Sep

Summer

Back-to-school shopping.

  • Independence Day salesHoliday hours and sale messages.
  • Back-to-schoolPromotions and store-hour extensions.
  • Labor DayHoliday hours and end-of-summer sales.
Oct – Dec

Holiday

Peak season.

  • Black Friday and Cyber MondayExtended hours and doorbuster messages.
  • Shipping deadlinesOrder-by dates for holiday delivery.
  • Holiday hoursThanksgiving, Christmas and New Year’s hours on every line.

Same-day changes with Phonzai

Promotions and holiday hours go live in minutes with AI voices, and you can push one change to every store at once.

See how Phonzai works

Planned updates with voice talent

Book recordings with a real, professional voice talent. Ready in 3–4 business days, or 1–2 with rush delivery.

Ask about discounted word credit packages

Let’s talk

We’re never too busy to talk to someone as nice as you.
Get in touch with us and start the conversation. We’d love to hear from you.

Retail IVR questions

What should a retail IVR include?

Order status and returns first, then store hours and locations, loyalty and card programs, and a fast route to an agent. Hold messages can promote current offers and point callers to self-service.

What contact center messages does a retailer need?

Most retail contact centers need five kinds of messages: a branded greeting and IVR menu that puts order status and returns first, store hours and location prompts, holiday-hours and peak-season messages, loyalty and store card lines, and on-hold promotions that change as often as your offers do. Snap Recordings records all of them with professional voice talent or Phonzai AI voices, so every store and the online brand sound the same and promotions go live in minutes.

Can every store use the same voice?

Yes. Use one voice across your contact center and store lines, with store-specific hours and details, so customers hear the same brand wherever they call.

How quickly can we change a promotion?

With Phonzai AI voices, you can create or change a hold message yourself and download it in minutes. Professional voice talent recordings take 3–4 business days from the time your order is placed and scripts are confirmed, and rush service delivers in 1–2 business days.

Do you have holiday hold music?

Yes. Our library includes thousands of licensed tracks, with holiday styles included.

Can you record prompts in Spanish and other languages?

Yes. Professional voice talent records in English, Spanish, French and more, and Phonzai AI voices cover 70+ languages.

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