Parcelly solves 82% of tickets before the team logs on.

[ 01 ] The challenge

A support queue that grew faster than the team.

Parcelly doubled its order volume in a year. Tickets doubled too — most of them “where’s my parcel?” — and the four-person support team was drowning by Monday lunchtime.

[ 02 ] What we built

An Inbox Agent that knows every tracking number.

The Inbox Agent answers order-status, returns and address changes with live data from Shopify and ShipBob. The Ops Agent keeps stock in sync across two 3PLs so nothing oversells.

“Our first reply time went from hours to minutes, and nobody on the team works weekends anymore.”

— Hana Kim, Head of CX, Parcelly

[ 03 ] Results

Most tickets are solved before anyone logs on.

82% of tickets are now resolved without a human. The team spends its time on VIP customers and wholesale accounts instead of copy-pasting tracking links.