Customer Direct supports shoppers before, during, and after checkout with brand-aligned sales, order, delivery, return, and retention workflows built around your commerce operation.
Start with one queue, channel, season, or customer journey.
Industry services
Combine front-line customer care with the order and administrative workflows that keep the experience moving behind the scenes.
Help shoppers make confident decisions while purchase intent is active.
Complete approved transactions and keep customers informed from checkout through delivery.
Resolve post-purchase friction with clear policy, ownership, and customer communication.
Support the recurring records and exceptions that affect fulfillment and customer trust.
Action through technology
Every Customer Direct program includes Happitu, our proprietary AI platform for conversation intelligence and Auto-QA. Configured around your e-commerce operation, it surfaces purchase objections, fulfillment friction, recurring product questions, and coaching opportunities. These insights go beyond what even the best-trained agents can report on their own.
Classify purchase intent, objections, and sentiment across pre-sale and order conversations to see why shoppers buy and where they hesitate.
Top Contact Reasons
Shipping cost
Most common on cart-abandonment callbacks
Break down order, shipping, and fulfillment contact reasons to expose the workflow gaps that drive avoidable support volume.
Fulfillment signals
Cross-warehouse trends
Signals detected
214
SKUs flagged
7/45
Seasonal promo
Delivery promise · 52 mentions
Regional warehouse
Fulfillment delay · 31 mentions
Winter accessories
Sizing confusion · 18 mentions
Auto-QA evaluates every eligible interaction against your brand and workflow standards. Customer Direct uses the results to identify gaps, coach agents, and track improvement.
Team performance
Program quality overview
Quality score
↑ 2.4 points
Compared with prior period
Coaching focus
Delivery-expectation setting
Customer Direct
Supports approved pre-sale, order, delivery, return, and retention workflows.
Basic e-commerce coverage
Handles contacts within a narrow queue or script.
Customer Direct
Completes approved order and return actions in connected systems.
Basic e-commerce coverage
Captures a request for another team to complete.
Customer Direct
Uses Happitu Auto-QA against brand and workflow-specific criteria.
Basic e-commerce coverage
Relies primarily on sampled quality reviews.
Customer Direct
Reveals objection, fulfillment, return, and contact-reason trends.
Basic e-commerce coverage
Reports primarily on contacts and tickets.
Engagement models
Choose focused coverage or a fully managed operation, then expand after workflows and performance meet agreed expectations.
Build a dedicated team around defined workflows, systems, channels, and program-specific performance goals.
Add trained capacity when demand exceeds what the internal team can answer without adding permanent headcount.
Extend approved service across evenings, weekends, holidays, and overnight periods.
Start with selected queues, workflows, locations, or coverage periods and expand after performance is validated.
See how Customer Direct designs workflows, systems, staffing, training, quality monitoring, and continuous improvement around your operation.
Explore Our ProcessRepresentatives can work within approved CRM, help desk, order, commerce, payment, shipping, and customer communication workflows.
Program controls can address customer verification, payment handling, system access, order changes, recordings, and privacy requirements.
Show us the customer journey, systems, policies, demand patterns, and outcomes that matter to your commerce operation.
Programs can support product and policy questions, order entry, delivery status, changes, backorders, returns, refunds, complaints, loyalty, and approved retention workflows.
Yes, when approved. Representatives can be trained in the CRM, help desk, scheduling, order, account, and communication workflows required for the defined program.
Programs can include ongoing, overflow, after-hours, seasonal, or event-driven coverage. Forecasting, training, access, and staffing requirements are defined during planning.
Customer Direct builds a program scorecard around response, completion, escalation, quality, customer experience, and business outcomes relevant to the work being performed.
We begin by defining interaction types, systems, business rules, volume, service levels, escalation paths, and success measures. A controlled pilot can validate the workflow before broader rollout.
