Best Phone System for Shopify Stores
Here's what nobody tells you: most Shopify stores don't need a "phone system." They need a phone number. The difference matters — it's the difference between $5/month and $50/month.
I've helped over 100 Shopify merchants set up phone support. The pattern is always the same: they Google "best phone system for ecommerce," find articles recommending RingCentral or Aircall, sign up for a $40/month plan, use it for 15 calls a month, and wonder why their overhead is so high.
The right phone setup depends on where you are. A store doing $30k/year has different needs than one doing $3M/year. Let's match the tool to the job.
What Shopify Stores Actually Need
Before comparing options, let's establish what 90% of Shopify stores actually require:
- A visible phone number — For trust and conversion (15-25% lift when displayed in header)
- Voicemail — For when you can't answer
- Call forwarding — Rings to your cell during business hours
- Business hours — After-hours goes straight to voicemail
That's the core. Everything else — auto-attendants, call queues, CRM integration, call recording — is either unnecessary or can wait until you're doing serious volume.
Your Options (Honest Comparison)
Full UCaaS Platforms
RingCentral, 8x8, Vonage Business
$20-50/user/month
1-year minimum
Best for: Teams with 10+ employees, call centers, companies needing video conferencing + phone
Pros
- + All-in-one platform
- + Advanced features
- + CRM integrations
- + Team management
Cons
- − Expensive for solos/small teams
- − Annual contracts
- − Feature bloat
- − Steep learning curve
Overkill for most Shopify stores
Virtual Phone Services
Grasshopper, OpenPhone, Google Voice
$10-30/month
Monthly available
Best for: Solo founders who want a separate business number with basic features
Pros
- + Dedicated business number
- + Mobile app
- + Voicemail transcription
- + Simple setup
Cons
- − Limited international rates
- − Per-user pricing adds up
- − Some require annual for best rate
Good option for growing stores
Pay-As-You-Go VoIP
GlobCall, Skype (discontinued)
$0.02/min + no monthly fee
None
Best for: Stores with variable call volume, seasonal businesses, cost-conscious merchants
Pros
- + No monthly commitment
- + Only pay when you call
- + Browser-based (no app)
- + Cheapest for low volume
Cons
- − Fewer advanced features
- − Primarily outbound focused
- − No mobile app
Best value for most Shopify stores
Shopify Phone Apps
Reamaze, Gorgias, Aircall
$30-100+/month
Varies
Best for: High-volume stores needing full customer service platform with phone integration
Pros
- + Direct Shopify integration
- + Order lookup during calls
- + Ticket management
- + Team routing
Cons
- − Expensive
- − Often bundled with helpdesk you may not need
- − Complex setup
Only for stores doing $1M+/year
Decision Matrix: Which One for You?
| Your Situation | Recommendation |
|---|---|
| Solo founder, <$100k/year revenue Minimal call volume, no point paying monthly fees | Pay-as-you-go VoIP |
| Small team (2-3), $100k-500k/year Depends on call volume — track minutes first | Virtual phone service OR pay-as-you-go |
| Growing team (4-10), $500k-2M/year Need shared lines and basic team features | Virtual phone service |
| Support team (10+), $2M+/year Volume justifies advanced features | UCaaS or Shopify phone app |
A Real Shopify Store Example
Jordan runs a home goods Shopify store doing about $180k/year. One employee (himself), occasional contractor help for fulfillment. He signed up for Grasshopper at $28/month when he launched.
After a year, he analyzed his phone usage: 73 inbound calls total. Average call length: 4 minutes. Most were order status questions (which could've been emails) and a few pre-purchase questions about sizing.
He was paying $336/year for about 5 hours of total call time. At pay-as-you-go rates, that's roughly $6/year in actual calling costs — plus maybe $60/year for a dedicated number.
He didn't need Grasshopper. He needed a phone number displayed on his site (for trust) and a simple way to occasionally make/receive calls. The subscription was 5x more than necessary.
The Shopify App Trap
Search "phone" in the Shopify App Store and you'll find apps charging $50-150/month. They promise "seamless Shopify integration" and "see customer orders during calls."
Sounds great. But think about it: how often do you take calls while looking at your computer anyway? When someone calls about an order, you're probably on your phone — you can look up the order in 10 seconds on another device.
The "integration" is solving a problem that barely exists for stores doing under $1M/year. You're paying $100+/month for a feature you'll use 3 times a week.
The Contrarian Take
Phone system vendors want you to think about "scaling." What happens when you have 100 employees? You'll need enterprise features!
But you don't have 100 employees. You have you, maybe a VA, and a pile of orders to ship. The "scaling" problem is years away. Today's problem is keeping overhead low while you grow.
Start simple. Add complexity when you actually need it. A $5/month solution that works is better than a $50/month solution you're "growing into."
Quick Setup for Most Stores
- Get a dedicated number — VoIP service, not your personal cell.
- Add it to your Shopify header — Top right corner, visible on all pages.
- Make it click-to-call — Use tel: links for mobile visitors.
- Set business hours — After-hours → voicemail.
- Forward to your cell — During business hours, calls ring your phone.
- Track conversion impact — Measure sales before/after adding the number.
Total setup time: 15 minutes. Monthly cost: $5-10 or less with pay-as-you-go. Done.
Frequently Asked Questions
Do I need a phone system for my Shopify store?
You need a phone number visible on your site — it's a trust signal that increases conversions 15-25%. Whether you need a full 'phone system' depends on call volume. Most stores under $500k/year do fine with a simple VoIP line.
What's the difference between UCaaS and simple VoIP?
UCaaS (Unified Communications) platforms like RingCentral bundle calling, video, messaging, and team features for $20-50/user/month. Simple VoIP gives you a phone number and calling for $5-10/month. Most Shopify stores don't need UCaaS.
Can I use my personal phone number?
You can, but shouldn't. A dedicated business line keeps work/life separate, looks more professional, and lets you set business hours. VoIP numbers cost $5-10/month and forward to your cell.
What features do Shopify stores actually need?
A dedicated phone number, voicemail, call forwarding to your cell, and business hours settings. That's it for 90% of stores. Auto-attendants and call queues are only needed at higher volumes.
How many calls will I actually get?
Expect 5-20 calls per week for a store doing $10-50k/month. Most are pre-purchase questions (high conversion potential) or order inquiries. Call volume scales with revenue, but not as fast as you'd think.
Should I get a local or toll-free number?
Local numbers (with area codes) feel more personal and trustworthy. Toll-free (800) numbers suggest a larger operation. For most Shopify stores, a local number matching your target market works best.
Do I need a Shopify app for phone?
Not necessarily. Most phone apps in the Shopify store are expensive ($30-100/month) and add features you don't need. A standalone VoIP service is usually cheaper and simpler.
What about click-to-call for mobile visitors?
Essential. 60%+ of Shopify traffic is mobile. Make your phone number a clickable link (tel: format) so mobile users can tap to call instantly.
Keep it simple
Get a business phone number without monthly fees or contracts. Pay only for calls you make.
Get your number — first call freeRelated: Add phone to Shopify · Phone numbers and sales · Pay-as-you-go vs subscription