What exactly is Elavite?
Elavite is done-for-you customer support for online brands. We review your current operation, build the policy-backed workflows, connect the required tools, run the daily inbox, handle exceptions internally, and report every outcome.
Does Elavite replace our support team?
That is the operating model. Agentic workflows handle repeatable tickets and Elavite operators handle money, legal, fraud, and unusual cases inside the authority and policies agreed during implementation.
How fast will our customers hear back?
Most tickets get a guaranteed first response in under 30 minutes. Agentic workflows answer the repeatable questions on contact, and Elavite operators pick up the exceptions — so your queue keeps moving, whether it is 2pm or 2am.
Do we need to replace our helpdesk?
No. We operate inside the inbox or helpdesk you already have, and wire in the order, commerce, and channel context your workflows need. Nothing to rip out, and nothing new for your team to learn.
What does completely hands off mean?
Your team does not staff or manage the daily support queue. You get full visibility through Client reports — turn rate and reach, on the KPI targets we set with you — while Elavite owns the monitoring, the exceptions, and the improvement loop. Nothing routes back to you.
Why hand it over instead of just hiring?
Because the cost of a backlog is not the ticket — it is the refund, the chargeback, the one-star review, and the customer who never comes back. Around 43% of customers leave for a competitor after a single bad support experience. We take the queue off your plate so a busy week never turns into lost revenue.
Do you handle returns and reverse logistics?
Yes, and it is one of the places the engagement pays for itself. Returns are where an ecommerce brand quietly loses margin: the freight back, the inspection, the restocking, the processing fee the gateway keeps, and the unit that resells at a markdown all cost real money that never appears beside the word refund. We screen each request against the order, the account history, and the claim before a label is issued, so wardrobing, serial returners, and item-not-received claims on delivered orders route to an Elavite operator instead of an automatic approval. Then we run the return end to end rather than just approving it.
How is pricing set?
Pricing is scoped per engagement. We review your channels, ticket volume, policies, and current process, then propose a scope. The price is confirmed in the customer agreement.
How does Elavite protect our brand voice and policies?
Every workflow is grounded in written operating policy, brand-specific context, and explicit authority limits. Every action is logged so the result can be reviewed and improved without relying on memory or a rotating script.
What data does Elavite access?
Only the inbox, helpdesk, order, commerce, and policy information authorized for your agreed scope. Elavite uses that access to operate support, handle exceptions, and produce the audit record. The privacy policy explains retention and deletion.
How long does launch take?
Timing depends on the channels and policies in scope. We map, connect, and test every lane before it takes responsibility for customer outcomes, then expand coverage through the ongoing improvement loop.
How do we start?
Click Get started, answer a 60-second survey about your support operation, and book your call directly on the calendar. We review your scope together on the call. Prefer email? team@elavite.co.