Support
Are you a ShopCall user and need support?
Email supporto@shopcall.io , and we will get back to you as soon as possible.
Have a question about the app? Please consult the FAQs below.
FAQ
The merchant shares the link or QR code to their ShopCall video-commerce channel over any media: from SMS to WhatsApp, on social media, or on flyers. The potential customer sees the merchant’s link or banner on their PC or smartphone, clicks on it without needing to install any apps, and starts a video call to the merchant’s ShopCall channel.
The merchant receives a notification and responds from either their PC or phone, opening the video call between the two with the possibility of showing the products. If the customer is interested in an item, the merchant takes a picture of that item, creating a wish list which is shared in real-time with the customer, appearing directly on their phone.
Once the wish list is complete, the merchant adds the price and quantity for each item, creating a shopping cart that they share with the customer. The customer verifies their cart during the call and confirms the order. Payment can take place in-store or, thanks to integration with ShopCall’s payment system, the merchant can receive credit card payments directly from the customer. The merchant proceeds to shipping or makes items available for pickup by the customer.
Do I have to enter a credit card to register?
No, you don’t need a credit card: registering couldn’t be simpler. All you need to do is give us your email address and the name of your business, then you can create your store window and communicate with your customers.
Do I have to sign a contract?
When you create an account, you accept our general terms and conditions and our privacy policy, and sign the data processor appointment deed for persona data processing. There is no obligation to make a purchase.
How can I activate the service?
To activate ShopCall, all you have to do is register from the Registration Page.
Are there any activation costs? Do I have to pay for support?
ShopCall does not have any activation costs. Customer support is completely free and can be reached by email at supporto@shopcall.io
What credit cards does ShopCall accept?
ShopCall uses Stripe for transactions, the world leader in online payments. Stripe allows you to accept practically all credit and debit cards, both Italian and international.
How much do ShopCall transactions cost?
The transaction cost is simple and affordable: only 1.9% commission on all European credit or debit cards, except American Express (3.6%) + €0.25 per transaction.
Can I personalise my ShopCall?
Of course! The option of personalising your ShopCall store makes you immediately recognisable to anyone you video call.
In the Configure section you can set the general information about your business, upload your logo (your customers will see it during the call) and choose the times you are available.
Let’s take a quick look at it:
- Description: enter your shop sign name (for ex. Shop X) and its actual address. Then personalise your ShopCall link with your business name.
- Appearance: upload your company logo and a cover image. They will be seen by your customers when you video call them.
- Opening Hours: enter the days and times you are open. When your store is open, you can receive video calls from your customers.
- Notifications: to activate and modify the incoming video call notification, you can use the ShopCall App, available for Android, or activate Telegram sound notifications in case you use iOS.
Remember that in the Configure/Appearance section you can personalise your ShopCall link.. The link is extremely important because it is your ShopCall “address”.
Before you show it to all your customers, you can personalise it with your company name. Please note: once your ShopCall link has been personalised, you can’t change it!
I can’t upload my logo and/or cover image
If you can’t upload your logo or cover image, it is because the image dimensions do not meet the requirements. Images must be in keeping with the 3:1 ratio, with a minimum size of 300×100 pixels. Both JPG and PNG are accepted.
I don’t have a logo. What should I do?
No problem. ShopCall will show your customers the name (sign) of your business, which you entered in the Configure/Description section.
What is the ShopCall link?
The ShopCall link is your ShopCall “address” and it is crucial because it allows your customers to video call you with a simple click. An example of a ShopCall link is https://c.shopcall.io/shopX.
When you register on ShopCall, we automatically generate your link with an alphanumeric code, for example https://c.shopcall.io/1a2c3c4d
We recommend that you personalise your ShopCall link with your company name before sending it to all your customers.
How can I personalise my ShopCall link?
To personalise your ShopCall link, go to Configure/Description and change the link that has been automatically generated.
If the name you are attempting to enter is not accepted, it is because another business has already registered it: try to modify it by adding, for example, your location, such as https://c.shopcall.io/shopX
How can I share my ShopCall link?
Sharing your link is vital! Tell all your customers about it, especially your new customers! Here are a few ideas for sharing your ShopCall link:
- 1. Publish it on your website, making sure it can’t be missed
- Edit your Google My Business page (https://g.co/kgs/iao3zt)
- Publish it prominently on your profiles on social media channels
- Email it to all your customers
- Send it via WhatsApp and Telegram to all your customers
- Text it to all your customers
- Print it on your business cards (both in text version and as a QR code)
- Add it to your company brochures and catalogues (both in text version and as a QR code)
Another easy way to share your ShopCall link is to use the Invite function found in the Video Calls sectionFrom here, you can simply click:
- On Text, to send your ShopCall link to an individual contact
- On WhatsApp, to send your ShopCall link to your contact or a group
- On Copy Link, to copy and paste the ShopCall link, into an email for example
- On QR Code, to copy and then paste your ShopCall QR Code on yourbrochures, business cards, etc.
How can I explain ShopCall to my customers?
Telling your customers about ShopCall is simple: it’s like coming into your store/office, without having to leave the comfort of their homes. You and your employees will be there to greet them and they can make purchases exactly as if they were there with you.
Explain that with ShopCall your customers can video call you for free and pay with credit card, in complete safety!
Remind your customers that video calling is very simple: they just have to click on your ShopCall link and wait for you to answer!
How can I share my ShopCall link?
Sharing your link is vital! Tell all your customers about it, especially your new customers! Here are a few ideas for sharing your ShopCall link:
- Publish it on your website, making sure it can’t be missed
- Edit your Google My Business page (https://g.co/kgs/iao3zt)
- Publish it prominently on your profiles on social media channels
- Email it to all your customers
- Send it via WhatsApp and Telegram to all your customers
- Text it to all your customers
- Print it on your business cards (both in text version and as a QR code)
- Add it to your company brochures and catalogues (both in text version and as a QR code)
Another easy way to share your ShopCall link is to use the Invite function found in the Video Calls section From here, you can simply click:
- On Text, to send your ShopCall link to an individual contact
- On WhatsApp, to send your ShopCall link to your contact or a group
- On Copy Link, to copy and paste the ShopCall link, into an email for example
- On QR Code, to copy and then paste your ShopCall QR Code on yourbrochures, business cards, etc.
How will I know when a video call is coming in?
Download the free ShopCall app to get video call notifications: it is available on the Google Play Store and Huawei App Gallery. Then follow the instructions in the ShopCall app.
If you use an iOS device you will get video call notifications through Telegram: install it on your smartphone, open it and then scan the ShopCall QR Code.
How do I initiate a video call on ShopCall?
Video calls can only be initiated by your customers, when they click on your ShopCall link.
Can I start a ShopCall video call?
No, video calls can only be initiated by your customers. ShopCall is like a website or store: your customers decide when they want to enter.
However,you can ask your customers to call you on ShopCall by sending the link. . Use the Invite function found inside the Video Calls sectionFrom here, you can simply click:
- On Text, to send your ShopCall link to an individual contact
- On WhatsApp, to send your ShopCall link to your contact or a group
- On Copy Link, to copy and paste the ShopCall link, into an email for example
Is there a time limit on video calls?
No, don’t worry: the video call can last as long as needed.
How many video calls can I receive per day? Is there a weekly or monthly limit?
ShopCall has no limits regarding the amount of video calls you can receive. You can receive an unlimited amount of calls, even at the same time, if you use several devices to answer.
The audio is not good during calls. What can I do about that?
If you or your customer hears an echo in the audio during your conversation, try to use a pair of earphones with a microphone. Often this echo is caused by using the speakerphone, which can cause problems on some devices.
How does selling work on ShopCall?
Selling on line with ShopCall couldn’t be simpler: it works in a similar way to how you would sell in store/at your office.
To sell, you must be on a ShopCall video call with your customer. Here’s how to make the sale:
- To create a shopping cart, all you need to do is take a few screenshots of the product that the customer wants to purchase. One click, one product. Several clicks, several products.
- When the cart is complete, you will have to enter the detailed information (description, prices, delivery or collection methods, shipping costs, etc.).
- Send the final amount to the customer, who will confirm it and pay by credit card.
- Prepare the products for shipping or in-store collection.
How do customer payments work?
When a customer confirms a purchase, they are automatically transferred to the payment system. Here they will enter their credit or debit card details to finalise their purchase. The transaction will go through in just a few seconds and then you will receive a confirmation of payment on screen and the amount will be credited to your bank account.
PAYMENT SYSTEM
ShopCall is integrated with Stripe, the most widespread payment system in the world: you can receive payments from practically all credit cards, from all the major countries in the world, right to your bank account.
To receive payments, you will have to open a Stripe account and link it to your ShopCall account. It is simple to do: in the ShopCall Sales section, click on the Connect with Stripe button and follow the instructions.
Your Stripe account will be active and connected to ShopCall within 48 hours. From then on, you will be able to receive payments in real time, during your ShopCall video calls.
Who is the data controller?
Shopcall Srl is the data controller for the personal data collected from ShopCall users.
ShopCall usersare also the data controllers for any personal data collected during video calls with their customers. Shopcall Srl is therefore the data processor for these data, which can be saved and stored within the app, to be consulted by ShopCall users.
Do you save or store the video calls?
ShopCall is a confidential and secure video call and payment system: the video calls are never recorded or stored in any way.. Furthermore, Hoplo Srl cannot access any information regarding the credit cards used to pay for the orders made via ShopCall.
Where are the data collected for carrying out of the service saved?
The data collected to carry out the service are stored and saved on servers located within the European Union.
Can I choose whether my customers have their video camera on or not?
With ShopCall, you can choose whether to turn your caller’s camera on or not, to ensure their privacy is fully protected. Alternatively, you can let your customers decide if they want to show their face or not.
