How to Contact Support
Piqely support is handled by your dedicated Client Success Manager. This article covers all the ways to reach us, what you can expect in terms of response time, and what kinds of issues each channel is best for.
Your CSM: Jordan
Every Piqely client is assigned a dedicated Client Success Manager. Your CSM is Jordan.
Jordan handles everything from campaign questions to billing inquiries to escalations. You are not getting a generic support queue; you are talking to someone who knows your account.
Live Chat (Fastest Response)
The fastest way to reach Jordan is through the live chat widget in your portal.
- Desktop: Click Talk to your CSM in the left sidebar
- Mobile: Tap the More menu, then Talk to your CSM
- Campaign status and timeline questions
- Sequence review and copy feedback
- ICP targeting adjustments
- Sending volume changes
- Deliverability questions
- Questions about whether a booked meeting qualifies under your ICP definition
- Disputes about meeting quality or qualification status
- Credits or adjustments for meetings that do not meet qualification criteria
- Understanding why specific prospects were or were not pursued
- Invoice review and clarification
- Understanding charges on your bill
- Updating payment methods
- Questions about your contract terms
- Navigation help
- Integration setup (Google Calendar, CRM webhooks)
- Understanding your PIQ Score or campaign stats
- Accessing or exporting your data
- Reviewing what is working and what needs adjustment
- Recommending sequence changes based on performance data
- Discussing vertical or ICP expansion
- Monthly and quarterly strategy reviews
- Billing disputes and refund requests
- Contract modifications or plan changes
- Feature requests that require product-level decisions
- Situations where a client is considering canceling; Jeremy gets involved directly in those conversations
- For campaign questions: mention which campaign or sequence you are asking about
- For meeting disputes: include the prospect name and booking date
- For billing questions: reference the invoice number if you have it
- For technical issues: describe what you were trying to do and what happened instead
During business hours (9 AM to 6 PM CST, Monday through Friday), Jordan typically responds within a few minutes. For quick questions such as campaign status, meeting disputes, or portal navigation, chat is almost always the right channel.
If you send a chat message outside business hours, Jordan will see it first thing the next business day. For truly urgent issues outside hours, see the Urgent section below.
support@piqely.com
Email is best for longer questions, attaching files, or issues you want documented in writing. Standard response time is within 1 business hour during business hours.
Include your company name in the email if you are reaching out from a different address than your portal login, as this helps Jordan pull up your account faster.
Marking Something Urgent
For time-sensitive issues that cannot wait, such as a payment processing failure, a campaign sending incorrectly, or a meeting booked with incorrect information, mark it urgent.
In chat: Start your message with the word URGENT in all caps. Jordan will escalate immediately.
By email: Put URGENT in the subject line.
Urgent flags are monitored more closely outside normal business hours. If something is genuinely time-sensitive, do not wait. Send it as urgent.
What Jordan Can Help With
Jordan is your primary contact for all account-related questions. This covers:
Campaign Operations
Meetings and Qualification
Billing and Invoices
Portal and Technical
Strategy and Optimization
What Gets Escalated Beyond Jordan
Some issues go to Jeremy (Founder) directly. Jordan handles the escalation, so you do not need to request this separately. Issues that typically escalate include:
If you need Jeremy specifically, let Jordan know. Jordan will set up a call or connect you directly.
Response Time Summary
| Channel | Business Hours Response | Outside Hours |
| --- | --- | --- |
| Live Chat | Minutes | Next business day |
| Within 1 hour | Next business day | |
| Urgent (chat or email) | Immediate escalation | Monitored closely |
A Few Tips for Faster Resolutions
When you contact support, including specific details upfront saves back-and-forth: