Customers · Parley

Northpine Outfitters

Outdoor gear, direct to consumer · 120 people · Duluth, MN

How eleven people answer a fall rush without losing a tent.

Northpine’s support team used to work out of two shared mailboxes and a chat tool nobody else could see. When a parcel went missing, the customer usually found out first — and wrote three times.

They moved to Parley in a week. Orders from the store sit beside every ticket, VIP customers get a faster SLA, and the Stuck shipment watch rule opens a ticket when a parcel hasn’t been scanned for four days. Pip answers the “where is my order” chats at night.

Over eight weeks the median first reply fell from 58 to 36 minutes while volume grew into the fall season.

“Our SLA timers finally mean something. Paused is paused, at risk is at risk — and the team trusts the list enough to stop checking three tools.”

Ada Okafor, Support Lead

median first reply, from 58 min in August: 36 min
CSAT over the last 30 days: 93%
of tickets met every SLA target: 89%
of conversations solved by Pip: 12%

First reply, weekly median (minutes)

Plan: Growth, yearly11 agents18 help articles7 automations on

Open their workspace Visit their help center

northpine.parley.example/app/inbox

Your unsolved5

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

#4812Tent order NP-20931 hasn't moved since Oct 9OpenHighin 27 min

Ada OkaforInternal noteOct 16, 12:10 PM

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?

Ada OkaforOct 16, 12:24 PM

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

Order NP-21187 shipped — tracking email sent (automation: Shipping updates)· 8:47 AM

Jonas LindqvistOct 20, 9:51 AM

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

ReplyInternal noteto Jonas Lindqvist

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

Lost parcel macroSend as Pending

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How eleven people answer a fall rush without losing a tent.

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