Helpdesk for growing support teams
The helpdesk that talks like your team.
Email, live chat, social and phone in one shared inbox — with macros that sound like you, SLA timers that tell the truth, a help center on your domain and reports your team will actually open.
Try it as Ada Okafor, Support Lead at Northpine Outfitters · 14 days free, no card
- Nadia Petrovic44m
Birthday gift must arrive by Thursday
#4851Urgent priorityNext reply in 16 min - Jonas Lindqvist33m
Tent order NP-20931 hasn't moved since Oct 9
#4812High priorityNext reply in 27 min - Tomás Ribeiro13m
Card declined three times at checkout
#4872Urgent priorityNext reply in 47 min - Leila Nasser19m
Duplicate charge refund — still pending?
#4874Normal priorityNext reply in 3 h 41 min - Gwen Ashby1d
Quote for 12 Switchback 38L packs
#4866Normal priorityPending
Trace came back negative. Reshipping 3P tent + pad express as NP-21187 at $0 and filing the lost-parcel claim. @Maya can you check why “Stuck shipment watch” didn't flag this on day 5?
Hi Jonas,
The carrier couldn't find the parcel, so I've placed a replacement order (NP-21187) for the Ridgeline 3P Tent and the Loam pad, shipping express at no charge. It leaves our Duluth warehouse Monday morning and should reach you Wednesday, October 21 — three days before your trip.
I've also added a $69 credit to your account for the trouble. You'll get the new tracking link as soon as the box is scanned.
Ada
Sent with macro: Lost parcel: replacement shipped
Hi Ada,
Tracking says the new tent is out for delivery tomorrow — great. One question: if the original box ever turns up, should I refuse it or send it back? I don't want to end up with two tents I didn't pay for.
Jonas
Hi Jonas, if the original box turns up, just refuse it at the door — or keep it unopened and I’ll email a free return label
The real demo inbox, not a screenshot · open it
3,200 shops and software teams answer customers in Parley
One queue
Every channel lands in the same list.
Sorted by the time left on each reply target, not by when it arrived. At Northpine Outfitters, that's 4,171 conversations in the last 30 days across four channels.
- Email42%
Every address and contact form, threaded by customer.
- Live chat32%
A widget on your store and help center, with Pip on the night shift.
- Social15%
DMs and public mentions, with a macro to move them private.
- Phone11%
Calls and voicemails logged as tickets with notes.
The tour
Five tools that share one memory.
Every reply, chat, article and rule knows about the customer, their orders and the tickets before. Nothing to copy between tabs.
Type “/” and the right reply is already written.
Macros fill in the customer’s name, order and tracking, then set the status and tags in one go.
The shared inbox- Order status: in transit412
- Stuck parcel: trace opened88
- Lost parcel: replacement shipped41
- Return label356
- Refund issued298
- Exchange: different size187
Preview · Orders
Hi Jonas,
The carrier couldn't locate your parcel, so we've sent a replacement (NP-21187) by express at no charge. You'll get tracking as soon as it's scanned.
If the original turns up, just refuse it at the door or keep it unopened and we'll send a free return label.
- Set status: Pending
- Add tag: lost-parcel
Northpine support
Usually replies in 2 minutes
Yes — footwear worn outdoors can be exchanged for a different size within 30 days if the soles show light wear only. Here's how:
person please, they're the Cairn Mids from my last order
Hi! Happy to help with the Cairn Mids. Which size would you like instead? I'll send the exchange label right here.
How can we help?
Orders & shipping
Tracking, delivery times, changing or cancelling an order.
Returns & exchanges
Start a return, swap a size and when refunds arrive.
Sizing & fit
Find the right size for jackets, boots and packs.
Warranty & repairs
Our lifetime warranty, claims and the repair program.
Product care
Wash, store and reproof your gear so it lasts.
Account & payments
Payment methods, promo codes, Trail Points and your account.
Popular
- Start a return5,240 views
- Track your order4,820 views
- Shipping times and costs3,610 views
Catch a stuck parcel before the customer does.
When
If all of these match
Then
168 runs in 7 days · last run 10:00 AM
Numbers your team believes.
CSAT · last 30 days
93%
756 ratings
- CSAT %
- Target 90%
Customer story · Northpine Outfitters
“Jonas wrote at 9:51 about a lost tent. By ten I knew his order, his trip date and the replacement’s tracking — without opening another tab.”
Ada Okafor · Support Lead, Northpine Outfitters · 120 people, Duluth, MN
Read the Northpine story- first reply, down from 58 in August
- 36 min
- first reply, down from 58 in August
- of customers rate their answer 4 or 5
- 93%
- of customers rate their answer 4 or 5
- of tickets meet every SLA target
- 89%
- of tickets meet every SLA target
- answered by Pip without a person
- 12%
- answered by Pip without a person
The SLA timers are the first ones my team actually trusts. Paused means paused, overdue means overdue.
Ines Castell · Support Lead, Velomint We wrote 30 macros in an afternoon and retired a 40-page document nobody read.
Dov Abernathy · Customer Experience Manager, Cobble & Thread Our help center finally looks like our shop, and the chat widget suggests the right article before anyone types ‘hello’.
Rosalind Mbeki · Founder, Kettlebird
Pricing
Per agent, per month. Bots and admins are free.
- Starter
$15/ agent / month, yearly
Email and chat for a small team getting out of a shared mailbox.
- GrowthPopular
$39/ agent / month, yearly
Every channel, SLAs and automations for a growing support team.
- Scale
$72/ agent / month, yearly
Multiple brands, advanced routing and controls for larger teams.
Your next ticket could already be in good hands.
Bring your email and chat over in an afternoon. We'll import your macros and past tickets for free.
14 days of Growth · No card · Up to 10 agents