Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. fragrance
A fragrance purchase often starts with uncertainty: which scent fits, whether it will arrive in time, or what happens if the gift is not right. Callnovo helps fragrance brands handle those questions across voice, chat, email, and messaging—with brand-approved answers and a clear path to a human when the decision needs judgment.
Fragrance support is a decision service, not just an order-status queue. Customers may describe a mood, occasion, previous scent or gift recipient instead of a product name. Agents use your approved catalog, scent notes, gifting rules and support playbook, then escalate sensitivity or ingredient concerns. See published pricing, multilingual support, or talk through your support flow.
how it plays out
Scent discovery needs structured preference capture, not an invented expert opinion.
Gift support has a deadline, recipient and delivery promise to protect.
Subscription requests need account rule, billing date and requested change kept separate.
the team behind it
real members of the global team Human Handoff for Fragrance Decisions
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
A shopper may know the feeling they want but not the note, product or size that delivers it. The useful service is a disciplined conversation: capture the clues, stay inside approved descriptions, and make the next step easy to verify.
The same discipline matters after purchase. A gift deadline, subscription pause or return exception can turn a small question into a lost order when nobody records the exact promise being requested.
who takes which call
Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.
| The call | Route to | Cost of getting it wrong |
|---|---|---|
| Order status and published product facts | AI | Low when content is current. |
| Scent discovery from the approved note library | AI + review path | Medium: unsupported recommendations create returns. |
| Gift deadline or delivery exception | Live agent | High: the wrong promise misses the occasion. |
| Allergy, reaction or medical question | Approved human channel | High: product support must not become medical advice. |
| Refund or disputed charge | Live agent | High: an exception needs an accountable owner. |
what it costs
Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.
| Option | Published price | Per minute | What it's for |
|---|---|---|---|
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Launches, gifting periods and seasonal volume |
| AI voice | US$0.15 | per minute | Routine product and policy questions from approved content |
| Web chat | US$0.15 | per session | Gift and discovery conversations needing preference capture |
| Live shared team | from US$300 / month | includes 500 min → ≈ US$0.60/min | Subscription changes and returns with predictable policies |
| Dedicated agent | from US$5.80 | per hour, per agent | A dedicated multilingual team for a larger catalog or higher-touch voice |
Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.
Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from US$1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.
setup
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
your existing software
Amazon through the SP-API, two-way with Shopify, plus eBay — so an agent handling a case can see the order, the shipment and the return without asking the customer to repeat the number. WhatsApp, LINE and TikTok come into the same queue as email and chat. If a platform is missing from that list, ask before you assume: we will tell you straight whether we connect today or whether it needs building.
your existing software
Amazon 
Shopify 
eBay 
WhatsApp 
LINE 
TikTok Running something else? Tell us what it is and we will say straight whether we connect to it today or whether it needs building.
what comes off the call
Make a later recommendation or handoff auditable without claiming expertise the operation does not have.
Allergy, reaction or medical questions follow the brand-approved escalation path; the team does not diagnose or recommend treatment.
where AI should not be
Allergy or health question
Record the question and route it to the approved human or medical channel. Do not provide medical advice.
Unapproved claim or promise
Do not invent ingredient, inventory or delivery claims.
Refund or policy exception
A person reviews credits, refunds and subscription exceptions before a promise is made.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$300 per month including 500 minutes — about US$0.60 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
They can use your approved catalog, scent notes, gifting rules, and support playbook to guide routine questions. Questions outside that material should be escalated to your team.
Yes. The workflow can separate subscription changes, billing questions, returns, exchanges, and damaged-order cases so each follows the correct policy.
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See how leading fragrance brands deliver bespoke scent consultations at scale