When you roll out a food program at the office, you don’t want to cross your fingers and hope support gets back to you “soon.”

You want a real human who understands food, logistics, and your team’s needs to respond right away—before small issues become big morale problems.

That’s how we run support at Parkday:

• Fast response times, measured directly from Intercom
  
  

• Real humans on the other end (nutrition, culinary, and ops), not a generic bot
  
  

• Tight ownership culture, so every question has a clear “this is mine”

If you’re comparing us to bigger platforms with giant headcount and slower, opaque support queues, this page is meant to show you exactly how we work and why support is such a core part of the product—not an afterthought.

TL;DR: what “fast, human support” looks like at Parkday

• You talk to experts, not a bot. Your employees and admins reach real people on our nutrition, culinary, and operations teams.
  
  

• We track response time as a real KPI. Our median first-response time comes directly from Intercom, and we review it like a core product metric—not a vanity stat.
  
  

• We keep support volume low on purpose. By productizing and operationalizing the food program end to end, issues are rare—and fast to answer or fix when they do pop up.
  
  

• Everyone knows what they own. No bystander effect, no “not my department.” Clear ownership, auto-assignment, and shared channels keep things moving.

How fast is Parkday support?

We don’t describe ourselves as “responsive” because it sounds nice—we measure it.

• We run all of our customer and employee-facing conversations through Intercom.
  
  

• From there, we track median first-response time and conversation volume per account as real KPIs.
  
  

• These numbers are reviewed regularly by the ops, product, and leadership teams, not tucked away in a support dashboard no one opens.

As of now, our median response time is 4 minutes and 34 seconds on Intercom. That figure includes longer-form responses from our nutrition team, where we don’t expect an immediate “one-line” answer because they’re taking the time to give a thoughtful, accurate response.

Most of the day-to-day questions—“where is today’s drop-off?”, “can you confirm this ingredient?”, “this label looks off”—are answered nearly immediately, so we don’t obsess over separate “resolution time” metrics. The key is: people hear from us fast, and they get what they need without a long back-and-forth.

In practice that looks like:

• An employee gets the wrong meal → messages us in the app → they hear from a human in minutes with an answer or a clear plan.
  
  

• An office manager spots a pattern (“this dish always runs short”) → Slacks us → we adjust counts or vendors immediately, and explain what’s happening so they’re not guessing.

When you’re running a recurring food program, minutes genuinely matter: the food is either still on the truck or already in the kitchen. Our support is designed around that reality.

Talk to nutrition and culinary experts, not a bot

Most “support” pages look the same: a bot, a generic knowledge base, and if you’re lucky, an email address.

With Parkday, when you reach out, you’re effectively talking to one of four teams (sometimes several at once):

• Nutrition team – Questions about ingredients, allergens, macros, “can this work for low-FODMAP?” or “what should we offer for this group with lots of specific needs?” get routed to the people who spend their day thinking about that.
  
  

• Culinary & vendor team – Anything related to restaurants, menu design, rotation, and portioning lands with the team that actually manages those relationships and volumes.
  
  

• Operations team – Delivery timing, setup, labeling, headcount swings, equipment, building access—this is their home turf.
  
  

• Product team – App bugs, UX friction, or feature requests go straight into our product loop, instead of dying in a shared inbox.

We use automation to route conversations to the right humans, not to hide humans behind a chatbot.

Employees still get a simple experience (“message Parkday”), but behind the scenes the question is quickly in the hands of the person most likely to answer it correctly or fix the underlying issue.

Small team, big responsiveness culture

On paper, you might compare us to competitors with much larger headcount and assume they must be “more responsive.”

In practice, large teams often drift into bystander effect:

“Someone else will probably reply.”

“That’s not really my area.”

“Maybe support will pick it up.”

We deliberately design against that.

How we avoid the bystander effect

• Clear ownership per channel. Shared Slack channels with clients, Intercom inboxes, and internal queues all have named owners and backup owners—not “general” responsibility.
  
  

• Auto-assignment, not “whoever grabs it.” Intercom rules automatically route conversations based on topic, client, and urgency, so the right person sees it first.
  
  

• Everyone sits in the same system. Ops, culinary, nutrition, and product all work out of the same Intercom + internal tooling stack, so nobody is “throwing issues over the wall.”
  
  

• We treat support as product feedback. Patterns from conversations feed back into menus, logistics, and the app, so the same questions don’t keep reappearing.

A small, tightly aligned team with ownership will beat a giant, siloed support org every time—especially in something as operationally sensitive as feeding a whole office.

Why we try to make support “boring” by productizing everything

Fast human support is great, but the real unlock is needing it less often.

We invest a lot in operational excellence and productization so that most services run without anyone needing to open Intercom:

• Menu & capacity planning. We forecast orders, vendor capacity, and dietary constraints so you don’t end up with chronic shortages or the wrong mix.
  
  

• Smart defaults. Cutoff times, reminder flows, and labeling rules are baked into the product instead of being manually enforced.
  
  

• Live service monitoring. Our ops team monitors services in real time and can intervene before you even notice something is off.
  
  

• Tight feedback loops. Ratings, tags, and comments are structured, not free-floating. That means we can close feedback loops at the meal, vendor, and user level.

The result:

• Fewer interventions needed → total ticket volume stays manageable even as we scale.
  
  

• Higher quality interventions → when something does come up, we see the full operational picture and can actually answer questions thoughtfully or fix the root cause.

Automation doesn’t replace humans here; it protects them—so they can focus on real problems instead of constantly firefighting.

Multi-channel support: where we actually live with your team

You’re not limited to one support surface.

We usually recommend a combination of:

1. Shared Slack channel with your workplace / people / ops team

For office managers and workplace teams, we’ll typically set up a dedicated shared Slack channel:

• Day-of-service questions (“can we move the setup spot today?”, “we’re seeing more guests than usual”)
  
  

• Quick decisions (“this vendor has a last-minute oven issue; option A or B?”)
  
  

• Longer-term planning (“we’re opening a second floor in March, what does that mean for service?”)

You get direct access to the same people who are running your account—not a generic help queue.

2. Intercom for employees inside the app

For your employees, the support experience is dead simple:

• They use the Parkday app.
  
  

• See something off or have a question? They tap support and message us directly via Intercom.
  
  

• We see who they are, which company they’re at, what they ordered, and what service it’s tied to—so we don’t need three back-and-forths just to get context.

This lets us answer questions fast: clarify ingredients, confirm allergens, swap meals when appropriate, or flag a recurring issue to operations.

3. Email + fallback channels

Some teams prefer email threads for certain topics (budget, contract, or planning). We’re happy to accommodate, but day-to-day, shared Slack + Intercom tend to keep things moving fastest.

What happens as Parkday grows?

We’re honest about this: as we add more cities and more clients, we will bring more humans into support and operations.

The important part is how we scale:

• We’ll continue to treat median response time as a product KPI, not just a “support metric.”
  
  

• We’ll keep our ownership model, where issues are assigned—not floating.
  
  

• We’ll keep emphasizing nutrition and culinary expertise in the loop, not offloading everything to a generic BPO team.

And because we’re continuously productizing the operational work, every new support hire should be handling more value-add work, not simply plugging holes.

FAQ: support, response times, and escalations

Do my employees talk to humans or a bot when something goes wrong?

Humans. Employees reach us directly in the Parkday app through Intercom, and their questions are routed to our ops, culinary, or nutrition team depending on the topic. We may use light automation for routing and basic confirmations, but a human owns the conversation end to end.

Sometimes the right outcome is a direct fix (e.g., getting the right meal to the right person). Sometimes it’s a clear, fast answer (e.g., “yes, this is safe for your allergy profile”). Either way, they’re not stuck in a bot loop.

What kinds of questions can your nutrition team help with?

Our nutrition team helps with ingredient questions, allergens, dietary patterns, and “is this a good fit for X?” type decisions. They also advise on menu design for teams with complex needs—gluten-free, low-carb, vegetarian/vegan, low-FODMAP, and more—so your program feels inclusive instead of one-size-fits-all.

Those conversations occasionally require more thoughtful, longer-form replies, and our median response time (4:34) already includes those.

How do you handle issues during service (late courier, missing meals, etc.)?

Service issues go straight to our operations team, who have live visibility into routes, vendors, and counts. In practice, that usually looks like: quickly locating the issue, answering what’s happening, and then taking action (e.g., reallocating meals on-site, arranging a backup), and then adjusting upstream (vendor, route, or menu) so it doesn’t become a pattern.

How quickly can we get a shared Slack channel set up?

Usually before your first official service. As soon as we’re moving toward launch, we’ll propose a shared Slack channel with whoever on your side owns workplace, people, or operations. That becomes the primary lane for quick decisions and planning.

What does onboarding look like from a support perspective?

From day one, you’ll know exactly who on our side owns your account and which channels to use for what. We’ll walk you through:

• how employees get support in the app,
  
  

• how you contact us for day-of issues, and
  
  

• how we’ll review performance together over time (feedback, ratings, vendor mix, etc.).

The goal is simple: by the time your first service goes live, everyone knows who to talk to, where, and how fast we respond.