Frontline ×histrips.

Every HiStrips customer answered in seconds, at any hour.

Frontline's AI answers email, chat and Instagram in the HiStrips voice. Your team only gets the cases that need a human.

histrips.com · live chat
HiStrips chat answering where is my order with live DHL tracking
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Executive summary

HiStrips customers wait hours for answers an AI can give in seconds.

1
Support runs on Intercom, by email only, Monday to Friday, 9 am to 5 pm.

There is no chat on the site and the listed phone number did not connect when we called, so a customer who writes on Saturday night waits until Monday. That covers 40 of the 168 hours in a week.

2
Three in four negative reviews are about what happens after the order, not the product.

Of 92 one- and two-star reviews, 56 are about getting an answer, a return or a refund, and 13 more about late, wrong or unexpectedly billed orders. Only 23 are about the product alone.

3
Frontline answers email, chat and Instagram in the HiStrips voice, at any hour.

Routine questions such as where is my order, how to set up the Onyx and which strips to buy are answered in seconds. The AI resolves them end to end within limits HiStrips sets. Your team only sees escalations, each one with a summary.

What we saw

HiStrips has built large demand: 14,857 reviews on its nasal strips and 100M+ views on Instagram.

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on-site reviews of the nasal strips, the best-selling product
0
countries HiStrips ships to, across every time zone
0
Trustpilot score from 654 reviews; 13% are 1-star
0
hours a week when the team is open (Mon–Fri, 9 am–5 pm)

How customers reach HiStrips today

Live chatNone on the site
Emailsupport@histrips.com, the only written channel
Phone+1 208 742 2288 is listed; it did not connect when we called
Help centreFAQ page with shipping, returns and product questions
Instagram@histrips, 100M+ views; DMs are the other place customers ask

Your apps, connected to Frontline

Frontline works with every app HiStrips runs today and takes over from Intercom.
ShopifyOrders, products and customers, read and updated by the AI
KlaviyoEmail and SMS history next to each ticket
Judge.meProduct reviews, so answers match what buyers say
RouteShipping protection and live tracking in every "where is my order" reply
RedoReturns and exchanges started from the conversation
IntercomReplaced: your inbox and past tickets move to Frontline
What customers say

Three in four negative reviews are about what happens after the order, and the team can fix most of them.

What HiStrips' 1- and 2-star reviews are about
All 92 one- and two-star reviews, each counted once by its main complaint.
Support · 56
Order · 13
Product · 23
No reply, return or refund Late, wrong or unexpectedly billed order Product only
No reply or no order update42
Return or refund made hard14
Late parcel7
Unexpected subscription4
Wrong or missing item2
Product only23
In their words
I have sent 3 Emails now to their support with 0 response1-star review · October 2026
Customer service is uncontactable.1-star review · October 2026
Zero replies, not even an acknowledgement email.1-star review · September 2026
When they get a reply
Customer service was beyond helpful and took care of me5-star review · October 2026
When customers get an answer, they leave 5-star reviews. HiStrips simply has more customers writing in than the team can answer.
Trustpilot

Customers who wait for a reply end up writing on Trustpilot, and the conversation starts again there, in public.

Three recent 1-star reviews and the HiStrips reply.

1-star Trustpilot review from Georgina and the HiStrips reply
1-star review and the HiStrips reply
1-star Trustpilot review from Tyler and the HiStrips reply
1-star review and the HiStrips reply
1-star Trustpilot review from Sean and the HiStrips reply
1-star review and the HiStrips reply
Coverage

A customer can reach a human for 24% of the week. Orders come in around the clock.

Hours when HiStrips support is open
Each cell is one hour of the week. Pink means staffed: Monday to Friday, 9 am–5 pm, 40 of 168 hours.
036912151821
Staffed today No one answers until the next working day
Outside office hours

What a customer sees today

  • A question sent at 5:30 pm on Friday is answered on Monday morning, about 64 hours later.
  • While they wait, many send a second and third email, so Monday starts with a longer queue.
With Frontline the AI answers in seconds at any hour, and the team starts Monday with only the cases that need a human.
Reply time

When we emailed HiStrips, the reply took 4 hours on average. Shoppers expect one in under 10 minutes.

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average reply time to our emails
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of customers say an immediate reply to a service question is important or very important
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is what 60% of those customers mean by "immediate"
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more likely to reach a buyer when you reply within an hour instead of later
Forrester found that more than half of online shoppers are likely to give up on a purchase if they can't get a quick answer. Frontline replies in seconds, at any hour, so every customer gets their answer inside those 10 minutes.
See it working

Try it. This is HiStrips support running on Frontline.

Open any of them and type a real question. The orders HS-49377, HS-48213, HS-47902 and HS-47881 are set up for the demo.

Customer chat and the HiStrips team view in Frontline
Customer and team viewThe chat on the left, HiStrips' Frontline workspace updating live on the right.Try it live →
Chat on the HiStrips Onyx page
Chat on histrips.comTracking, Onyx set-up, swaps, replacements and refunds, in the HiStrips voice.Try it live →
Phone call to HiStrips support answered by Sophie
Phone line (optional)Not in the plan above, but here if you want it later. Call and talk to Sophie. Use headphones or speaker, it answers in under two seconds.Call it →
An answer at 23:14 on a Saturday, not on Monday.Onyx set-up help before the customer asks for a return, and a swap to the Onyx Pro+ offered when it fits, keeping the sale.
"Where is my order" answered with the tracking.Order status is one of the most common questions after a big sale. Each answer in chat is an email the team never has to open.
A refund turned into a €22,00 upgrade.The AI resolves it end to end. Your team only sees escalations, with a summary and the revenue kept.
Channels

Email, live chat, Instagram DMs and comments, answered from one inbox.

Email answered by Frontline AI in 41 seconds, in the HiStrips voice

Email, answered from the order.

  • The AI reads the order, the tracking and HiStrips policy, then sends the answer itself, day or night.
  • Refunds over your limit, upset customers and anything unusual go to your team with a summary.
  • A wrong item is replaced without asking the customer to post anything to Los Angeles.

Instagram DMs and comments.Rolling out

  • 100M+ views bring a steady stream of pre-sale questions. Each one gets an answer with a product link.
  • Questions under your ads and posts get a reply, and spam and abuse are hidden before customers see them.
  • A complaint in a comment moves to DMs and lands in the same inbox as the customer's emails.
Frontline answering HiStrips Instagram DMs in the same voice

Connected to your store, so the AI acts inside the conversation.

Finds the parcelLive tracking from Route and the carrier, in the reply.
Changes the orderSwaps a colour or size, or upgrades to the Onyx Pro+, before it ships.
Sends a checkout linkA ready cart for a reorder, a bundle or an upgrade.
Starts the returnOpens the return or exchange in Redo and sends the label.
Refunds within limitsUp to the amount you set, and escalates anything above it.
Replaces missing itemsCreates the replacement order for a missing charger or strip pack.
Built for HiStrips

On day one, the AI already knows the Onyx, the strips and what HiStrips does about a missing charger.

What your workspace holds on day one
Built from your store and your past Intercom tickets. You approve every rule before it goes live.
ProductsNasal strips, mouth tape, Onyx and Onyx Pro+, red light panel, sleep mask, bundles and year supplies
Set-up guidesOnyx vibration level, wrist position and charging, and how to keep strips on through a sweaty session
Return policyThe 14-day policy as HiStrips writes it, applied the same way on every channel
Ready rulesMissing charger: a new one ships the same day. Wrong colour: the right one ships and the customer keeps the other
TeamEscalations only, with refund and replacement limits you set for each agent
ChannelsEmail, live chat on histrips.com, Instagram DMs and comments, in one inbox

How it keeps the HiStrips voice

  • Short, warm replies that sound like your site, signed HiStrips Support.
  • Prices, bundles and stock always match the live store.
  • Every reply your team edits teaches the AI for next time.
HiStrips nasal strips, black
HiStrips Onyx vibration alarm
HiStrips mouth tape
HiStrips sleep mask
HiStrips sleep kit bundle
Athlete training with HiStrips nasal strip
The offer

$2,490 a month covers 8,000 tickets and replaces Intercom and the ticket work your team does today.

HiStrips plan
$2,490 / month
Up to 8,000 email and chat conversations a month.
  • Setup fee waived as a friends-and-family discount: we move your inbox and past tickets from Intercom, load your products and write the rules with you
  • The price stays the same whether the AI solves half the tickets or all of them
  • One person on your side handles escalations, each sent to Slack with a summary

Plans built for HiStrips volume

Each month is billed on the conversations you actually had. A quiet January moves you down a plan by itself, and a busy Black Friday moves you up.
Up to 4,000 conversations$1,490
Up to 6,000 conversations$1,990
Up to 8,000 conversations$2,490
Up to 10,000 conversations$2,990
Above 10,000$0.25 per extra conversation
Phone line (optional)Priced separately, only if you want it
Frontline
$2,490

8,000 conversations answered in seconds, at any hour. It replaces Intercom, so those seats go too.

Intercom's AI agent
~$5,500

$0.99 for each resolution: about 5,600 resolutions if the AI solves 70% of 8,000 tickets, before seats.

Your team today
~$4,000

4 agents at about $1,000 a month each, plus Intercom seats, answering 40 hours a week.

Next step

Switching takes two weeks, and your team keeps answering until every AI reply is approved.

We learn from your past Intercom tickets first. The AI only starts sending once our support manager and HiStrips have approved its answers.

Days 1–3

Connect Intercom and Shopify, read your past tickets, load products and policies, and agree the refund limits.

Days 4–10

The AI drafts a reply to every ticket. Our support manager reviews each draft while your team keeps sending as today.

Days 11–14

Once the answers are approved, the AI answers email and live chat on its own. Escalations go to your team in Slack.

Secondsto answer chat and simple emails, at any hour
$0 setupwaived as a friends-and-family discount
Your limitsfor refunds and replacements, per agent