Who we fit
Actigy for ecommerce & DTC support teams
Direct answer
Actigy is a strong fit for ecommerce and DTC brands that need 24/7 omnichannel support that holds CSAT and SLAs through seasonal peaks. We run tier-1 and tier-2 support across chat, email, voice, and social, plus order, returns, and WISMO handling inside your tools, with QA on CSAT and AHT, while your team keeps policy and refund authority.
What you’re accountable for
What ecommerce & dtc support teams deal with
- Peak-season volume overwhelms your in-house team
- WISMO, returns, and payment queries repeat endlessly
- Email backlogs and slow responses drive cart abandonment
- You need consistent service across chat, email, voice, and social
- You want to keep discount and refund limits in your control
Is Actigy the right fit?
When Actigy is a strong fit
- You need 24/7 coverage that flexes for seasonal peaks
- You want QA on CSAT, AHT, and first-response time
- You want consistent service across every channel
- You want to keep refund and discount policy in-house
When Actigy may not be the fit
- You want a helpdesk software vendor rather than an operations team
- You expect agents to override pricing or policy without approval
Proof
In an anonymized DTC engagement, Actigy lifted CSAT from 72.1% to 94.2% and cut AHT by 75% with 24/7 omnichannel coverage.
FAQ
Questions from ecommerce & dtc support teams
Can Actigy cover our peak season?
Yes. Capacity flexes up for peak seasons and promotions and back down afterward, so CSAT and response times hold through the busiest weeks without permanent over-hiring.
Which channels and tools does Actigy support?
Actigy runs chat, email, voice, SMS, and social inside your existing helpdesk and ecommerce stack (e.g., Zendesk, Shopify, Gorgias), following your playbooks and brand voice.
Who controls refunds and discounts?
You do. Actigy operates to your predefined refund and discount limits; anything beyond the threshold is routed to your team for approval.
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See if Actigy fits your team
Tell us the process you want to outsource. Actigy will assess scope, complexity, staffing, and delivery cost, then propose a pilot.