Every Parley team is named, trained on your product and works in your tools. Here is what each one takes on, how small it can start and what it costs.
A named team answers your customers by chat, email, voice and social, in your helpdesk, with your macros and sign-off. Most clients start with one channel and add the rest inside the first 90 days.
“Tracking says delivered but there’s nothing here, and it’s a birthday present for tomorrow.”
That’s the worst timing, I’m sorry. A replacement is on its way by express and lands before noon tomorrow. I’ve opened the courier claim myself, so there’s nothing else for you to do.
Thandi Mokoena, Cape Town · replied in 4m 12s
| Channel | Target |
|---|---|
| Email and web forms | Median first reply under 1 hour |
| Live chat | Answered in 45 seconds, 2 to 3 chats per agent |
| Voice | 80% of calls answered in 30 seconds |
| Social and reviews | Public replies within 2 hours, 7 am to 11 pm |
| SMS and WhatsApp | Same targets as chat |
Per productive agent hour, from $14 in Cebu. Productive means logged in and available to your queue: breaks, coaching and our own meetings are never billed.
Zendesk · Salesforce Service Cloud · Gorgias · Intercom · Shopify · Kustomer · Aircall · Talkdesk
Reviewers clear moderation, fraud and identity queues to your policy. Every decision carries a written reason, and anything outside policy goes straight to your in-house team.
| Queue | What we review | Oldest item |
|---|---|---|
| Listings and marketplace | Counterfeits, prohibited items, misleading listings | Under 2 h |
| User content and reviews | Text, image and video against your community rules | Under 1 h |
| Payment fraud and chargebacks | Order holds, refund abuse, dispute evidence packs | Under 4 h |
| KYC and documents | ID, proof of address and business verification | Under 24 h |
“Seller is listing trainers that look counterfeit. Third report this week.”
Listing removed under your counterfeit policy: the stitching and box labels don’t match the brand reference set. Seller paused pending an ID check, and two other listings from the account are held for review.
Joel Abellana, Cebu · resolved in 38m
Per productive reviewer hour, from $16 in Cebu. Wellbeing time is built into the shift pattern, so it never shows up as an extra line.
Salesforce Service Cloud · Zendesk · Intercom · Stripe Radar · Sift · Persona · Onfido · your own admin tools
Orders, refunds, claims and data work behind the inbox. Every task has a written procedure, a daily volume target and an accuracy audit each week.
One damage claim, start to finishTimes in minutes from the moment it lands
| Claim value | What happens | Decides |
|---|---|---|
| Under $150 | Refund on photo evidence. No return needed. | Specialist |
| $150 to $1,500 | Refund, file the courier claim, book collection. | Specialist |
| Over $1,500 | Hold the refund. Escalate with photos within 2 hours. | Your ops lead |
| Third claim in 90 days | Flag the account for fraud review before refunding. | Trust & safety |
Every rule has an owner and a limit. Anything outside it goes to a named person, never back into the queue.
“Sofa arrived with a split frame. Photos attached.”
Thanks for the photos, they’re all we need. Your refund of $1,240 is approved and reaches your card in 3 to 5 days. We’ve filed the courier claim and booked collection for Friday, 8 to 12.
Rui Valente, Lisbon · closed in 22m
Order edits, cancellations and address changes · Refunds, store credit and goodwill within your limits · Warranty, damage and courier claims · Catalogue uploads, product data and image checks · Invoice matching and supplier reconciliations · Data clean-up and CRM housekeeping
Per productive specialist hour, from $12 in Cebu. Fixed per-item pricing is available once volumes have been steady for three months.
Shopify · NetSuite · SAP · Zendesk · Salesforce Service Cloud · Google Sheets · carrier portals
Many clients run two of them from the same studio, with one account lead and one Monday report.
| Customer support | Trust & safety | Back office | |
|---|---|---|---|
| From | $14 an agent hour | $16 a reviewer hour | $12 a specialist hour |
| Smallest team | 6 agents and a lead | 8 reviewers and a lead | 4 specialists |
| Live in | 4 to 6 weeks | 5 to 7 weeks | 3 to 5 weeks |
| Work arrives as | Chat, email, voice, social, SMS | Text, image, video and payment queues | Orders, claims, files and sheets |
| Headline target | First reply and satisfaction | Decision accuracy and queue age | Accuracy and same-day completion |
| QA sample | 5% of contacts, 8 a week minimum | 10% second review | Weekly audit of 50 items per person |
| Languages | All 14 | English plus 8 | English, Spanish, Portuguese |
The full rate card shows each service in all four studios, by hours covered, with language premiums and what is included. It has the estimator too.
Open the rate card
A person who runs teams replies within one working day with a first plan and a price range.