Get the full picture on how to achieve your eCommerce goals
NNP Audit
eCommerce Strategy
Get from A to B with a strong road map of how to get there and what to expect along the way
UX/UI Design
Stand out to your customers with tailored UX/UI designed to make them convert
CRO
Boost sales and ROI with data-driven Conversion Rate Optimisation
Support & Maintenance
Maintenance and support packages to support your continued growth
Integrations
Connect your store to your ERP, warehouse and stock systems, so orders and stock stay right.
Switching Agency
Move your store to a new agency, with your access, code and data in your name.
Sectors
eCommerce expertise built around the way your sector actually works
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Shopify Support
Support that keeps your store selling more, with the tickets dealt with too
We’re a Shopify and Shopify Plus agency for brands doing £2m or more online, and a Shopify Select Partner. We look after stores on a retainer. Most of our clients are nowhere near us, but if you’d rather sit in a room than on a call, we’re right next to Piccadilly station in Manchester.
Shopify keeps the platform running, so it’s easy to assume there’s nothing left to look after. Then a few years pass. Different developers have customised the theme, the app bill keeps climbing and every new feature takes longer than the last. Nobody’s sure which apps are still doing anything.
So we run retainers to a plan. We check in every fortnight, run a full CRO audit every three months and work through the list one priority at a time.
Most retainers start with an NNP Workshop, so the first quarter’s plan is built on your own data.
What does Shopify support cover?
Shopify patches the platform and runs the servers. Everything you’ve added on top is yours to look after, and that’s the part we take on.
Your theme
We keep it up to date and working with what Shopify ships. New features get built into the theme where they can be, so they don’t add another app to the bill.
Your apps
We go through every app and script on the store and remove the ones doing nothing. When an app changes or a vendor disappears, we deal with it. Some of this has a deadline: Shopify’s script tag changes stop older scripts loading from 1 March 2027, so any app relying on them needs checking first.
Performance
We run regular technical checks, because Shopify stores slow down gradually. It usually goes unnoticed until the conversion rate slips.
Your integrations
Your ERP, warehouse, payment and marketing connections stay connected, so orders and stock stay in sync.
Work that improves the store
This is the point of a retainer. A full CRO audit every three months sets the plan for the next quarter, and you can see what each change did. Our Shopify CRO page has the detail.
What did this get AutoID?
AutoID came to us with a Shopify Plus store whose organic traffic had collapsed. On the first call we found every bit of metadata had been stripped out, so we fixed that straight away.
Then the retainer started. We cut the apps the store didn’t need and rebuilt the navigation around how people look for car parts. Pages now load 38% faster. Conversion’s up 9.92%, and average order value is up 6%.
Conversion Rate Increase
Increase in Average Order Value
Faster Page Loads
What happens when something goes wrong?
Our SLA runs 9am to 5pm, Monday to Friday, excluding bank holidays. Outside those hours we can’t guarantee the response times below. If something critical lands overnight, we’ll do our best, and that time is billed separately at the out-of-hours rate in your contract.
| Priority | What it means | We acknowledge it within | Then |
|---|---|---|---|
| Critical | The site can’t operate or take sales | 1 hour | Developers are moved onto your store until it’s fixed, with an update every hour |
| Urgent | The site is up, but sales are being affected | 1 hour | Resolved within 24 hours |
| Non-urgent | Needs fixing, but isn’t directly affecting sales | 4 hours | Resolved within 48 to 72 hours |
| General tasks | Everything else | 4 hours | Planned in and completed within 5 to 7 days |
If Shopify itself is down, it’s Shopify’s team fixing it. We’ll tell you what we know and keep you posted.
How do Shopify retainers work?
The same team every month. Some brands want us looking after everything, and others want Shopify specialists working alongside an in-house team. We review the retainer every quarter, so you can scale up for a big project and back down when it’s done.
You know the time and cost of a task before we start it. On anything complex, we spend an hour investigating, then come back with a plan and an estimate.
Coming from another agency? See how we take over a store.
Do you need a retainer at all?
Not always. If your store’s on a clean theme with a handful of apps and your team can manage it, you may only need us for the odd project. We’d rather tell you that than sell you hours you won’t use.
What our clients say
"What impressed us most was how quickly Actuate identified the root cause. Within the first call they'd spotted the metadata issue that had been tanking our traffic. Everything that followed has been just as sharp."
I like working with Actuate because they care about what they do, they clarify the detail to get the job done right. They have worked incredibly hard with our complex needs and have been on hand for help and advice every step along the way...
Without Actuate's help and support, our original website wouldn’t have succeeded. Time was of the essence, and Actuate stepped in to deliver a swift turnaround. The new site has performed exceptionally well ever since. We continue to grow thanks to Actuate. ❤️ Thanks guys!”
Their team leverages their expertise to provide sound opinions and advice to guide the project in the right direction.
I worked with Actuate on the redevelopment of the Pickett London website. Their team is an excellent asset for any company or team, it was a pleasure to work with them - easy to communicate with, easy to reach and always willing to help.
Working with Actuate is a pleasure — they are really trying to help, they listen and offer solutions to solve the problems. Thanks for all your help so far.
We've worked with Actuate for several years and the results have been consistent. Conversion rate up 113%, AOV up, bounce rate down. They know our business inside out, and it shows.
Frequently Asked Questions.
Ask my questionIt looks after everything on top of Shopify’s platform: your theme, apps, integrations and performance. A good one also spends part of the retainer making the store sell more.
Shopify supports its platform, including hosting and security. It won’t fix your theme, audit your apps or plan what to improve next. That work sits with you or your agency.
Critical and urgent tickets are acknowledged within 1 hour, and non-urgent tickets and general tasks within 4 hours. Our SLA covers 9am to 5pm, Monday to Friday.
Yes, both. We look after theme updates, apps, performance and regular technical checks on either plan.
Yes. We need you as store owner, with us added as a collaborator, plus access to your theme code, custom apps and integrations.
Yes. We review it every quarter, so you can scale up for a project and back down afterwards. If a month needs more, you can buy extra time without changing the retainer.
Tell us what's getting in the way
Tell us a bit about your site and what you want it to do next, and we'll come back to you with what we'd look at first.
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