G2

David K.

Customer Support Manager / Head of Customer Experience

Small-Business (50 or fewer emp.)

10/27/2026

"Noticeable improvement across support metrics"

5/5

What do you like best about Actigy BPO?

They took over email, chat and a few other support channels while following our knowledge base, escalation rules and quality standards. The mix of trained agents, team-lead oversight, regular QA and the AI-supported workflow works well. We still see the exceptions and get regular reporting on the main metrics. Review collected by and hosted on G2.com.

What do you dislike about Actigy BPO?

Nothing major. Knowledge transfer was thorough - we walked them through product details, edge cases, escalations and tone-of-voice. It took time, but once it was done the operation became consistent. Review collected by and hosted on G2.com.

What problems is Actigy BPO solving and how is that benefiting you?

We needed to scale support without growing the internal team at the same rate or dropping quality. After the transition, CSAT is roughly 93.5–94%, average handle time dropped by about 70%, and around 58–60% of suitable contacts are handled through the AI-supported workflow (with human review on exceptions). We’re handling more volume with more consistent quality and less pressure on the in-house team. Review collected by and hosted on G2.com.