A note from Carlos

Why I built SuppyHQ.

Hey. I'm Carlos. I built SuppyHQ.

I run support for four of my own products. For a long time that meant Gmail. Same questions, over and over. "How do I export?" "Can I get a refund?" I'd answer them, then answer them again next week. The easy stuff kept crowding out the conversations that actually needed me: the refund that wasn't straightforward, the person who was frustrated, the weird edge case.

I got tired of that. So I built an inbox for myself.

Suggested replies

I started wondering: what if the system could notice that I'd already answered this kind of question before, and suggest a reply?

That's what Suggested replies are. It looks at the core of the question, the part that usually means you've answered it before, then suggests something that still fits this customer. Not a copy-paste robot. Just the main idea, adapted. It saves a surprising amount of work.

Suggested replies don't send anything for you. If you've answered something before, that answer shows up in the composer. You read it, change a word if you want, hit send. You're still the one talking to the customer. You're just not typing the same paragraph for the fortieth time.

That's the whole stance in one line: stay in the conversation. The hard ones need you. The repeats shouldn't eat your day.

Who you're talking to

I also wanted to know who I was talking to. So I hooked up payment providers. You can see if someone's subscribed, to what, and their LTV, right next to the thread.

Long threads

And those long threads you keep having to re-read from the top? Suppy summarizes them so you don't have to dig through everything again just to remember where you left off.

Why not chat

I also knew I didn't want a chat widget. The green dot turns support into a performance. You stop shipping to answer. The customer waits for "typing…" You can't batch. You can't think.

Email already has the right pace. You read when you can. You reply when you have something useful. I wrote that out properly here: Chat is a trap. And if you want the quieter version of the same idea, office hours, not 24/7.

So SuppyHQ is email. A small site widget if you want one, but whatever someone writes still lands as email. No green dot. More on why that order matters in Email, sorted.

Then the extras

Once the day stopped hurting, I added a few more things.

Half the "how do I…" emails don't need to be emails. Guides live in a small widget on your site. People can find the answer themselves. If they still need you, they write you, and it becomes email. Same calm pace.

Follow-ups are the sequence after someone buys: welcome, a tip a few days later, whatever you want to send over time. Scheduled steps. Still from you.

And when you need to tell a bunch of customers the same thing (a change, a fix, an update), letters are for that. One message to many. Still from you. Still email.

That's it

Free until you've talked to more than 10 people. Then $29 a month. No seat tax.

Curious where the data lives? Here's the stack.

Questions? karloscodes@suppyhq.com · Try SuppyHQ