Intercom

“With Intercom's AI-first customer service platform, we're now able to provide personalized support at scale, and at a faster pace across all our support channels. We can also anticipate and address customer needs before they even reach out.”

“Intercom and Fin AI Agent have been incredibly impactful for us, it has opened up channels to effectively provide customer service to over 660,000 customers at scale.”

“Intercom is very user-friendly and allows our team at MOO to focus more intently on the customer in front of us, ensuring we provide exceptional service. The constant product updates show they listen to customer feedback, enabling us to improve the experience for our teams and our customers. Since adding Intercom, our customers ability to self-serve has increased by +28%.”

“Using tools like Workflows, Fin AI Agent, and conversation tags in Intercom Helpdesk, we can identify common questions and provide proactive solutions, increasing efficiency by 75% and freeing up our team to focus on more complex or unique issues.”

“Our Lightspeed customer service agents are dramatically more efficient when using Copilot. In testing, agents using Copilot were able to close 31% more customer conversations daily, compared to agents not using Copilot.”

“Intercom is a complete customer service solution. Its modern interface makes delivering exceptional support seamless, and ongoing product innovation keeps us ahead of the curve.”

“One of the biggest benefits of moving to Intercom was having a single support platform. Instead of stitching together multiple tools, we now have one connected system for both AI and human support.”

“What really stood out to me was how easy Fin was to use, how quick I could get it up and running. The UX was fantastic. It was a very fresh build, easy to understand and use, and it just fit well into our current tech stack.”

“We’ve been seeing around 560,000 resolutions a month with Fin, at about a 79% resolution rate, which is incredible when you think of all the conversations that are not funneling to our human team.”

“I’d recommend Intercom to anyone who is looking to create a unique experience for your customer, but also have the flexibility to really personalize that experience – both in the digital and the physical world,” says Geronimo. “I definitely say, if you don’t have Intercom, you’re not ready for the new world.”

“Intercom has been nothing but fantastic for our business,” says Geronimo. “Our conversion rates are just astronomical. We’re seeing that the conversion rate with Intercom is anywhere from 3.5 to 5.5 times higher than the traditional ecommerce website, which is quite astonishing. We’re also able to maintain a median first-response time of under a minute, which keeps our customers happy as we’re able to respond and resolve their issues quickly. Our engagement levels have definitely increased and our retention has improved since we added Intercom to our tech stack.”

“Intercom is a massively powerful data consumption tool for us at Rebag,” says Geronimo. “And we’re beginning to see the impact this has on a lot of the key metrics that help drive our business.”

“Intercom empowers our customers to solve questions or potential issues that they might have at any given time,” says Geronimo. “Our customers want answers right away, and Intercom allows us to provide them with fast responses, while still minimizing the workload for our team.”

“We know that our window to engage with customers when they’re on our site is short,” says Geronimo. “Shoppers aren’t likely to stay on one website for hours, so we leverage Intercom to meet them where they are – be that on the site while they’re shopping, or afterwards with follow-up messages to re-engage them.”

“Some of our series are compact because we know that we have a high chance of getting a customer back to our site and see great conversion there in a short window,” says Geronimo. “Our longer series are designed for customers who are in the education period. We know that it’s going to take a little bit more time, so we nurture them with messages that are relevant to their needs and use Intercom’s analytics to better understand where they are in their journey.”

“With Series , we can create really granular messaging flows. We’ve seen customers converting at higher rates and being more satisfied with their experiences as a result of being able to engage with them in such a personal way,” says Geronimo. “We attribute that to Intercom’s flexibility in terms of being able to build event-based triggers and enrich that with data from our other systems.”

“One thing that really stood out to us with Intercom was the speed and simplicity of the platform,” says Geronimo. "When you want to provide every customer with a luxurious, best-in-class experience, efficiency and speed are critical. And they’re not only critical for our customers, but also for our employees. The happier our team is, the easier it is for them to delight our customers. So, Intercom was that one platform that tied all of those pieces together for us. We fell in love with it.”

“We use Intercom in many ways – as a support system, an engagement platform, and on the sales side, we leverage it to improve customers’ lifetime value and the length of time we can retain them,” says Geronimo. “It’s brought all of our teams together so we can create strong, consistent experiences for our customers.”

“Intercom has enhanced our communications tech stack and opened up more channels that we can use to communicate with our customers, like chat, SMS, and email. The benefit of using Intercom side by side with other point solutions is that it gives you both live insight, when customers are on our website, and offline insight, when they leave and we need to re-engage them at a later stage.”

“We needed a platform that would allow us to work in the moment and reach out to customers in the right places to most effectively engage with them, like when they’re on our website, which we couldn’t do with email,”

“We know that customers want a unique and memorable experience, so partnering with Intercom was the right decision for our team because it has allowed us to think big and deliver that in a seamless manner.”

“We wanted to merge these two worlds and make it different from what a lot of other retailers are doing,” he says. “What we’re beginning to really understand is that experience-driven businesses are seeing substantially more growth and profitability because they’re retaining their customers at higher rates and improving client lifetime value. So, it was really important to us to have a communications platform that could help us create an end-to-end experience with the customer at the forefront.”

“I definitely say, if you don’t have Intercom, you’re not ready for the new world.”

“Our conversion rates are just astronomical. We’re seeing that the conversion rate with Intercom is anywhere from 3.5 to 5.5 times higher than the traditional ecommerce website, which is quite astonishing.”

“Shoppers aren’t likely to stay on one website for hours, so we leverage Intercom to meet them where they are – be that on the site while they’re shopping, or afterwards with follow-up messages to re-engage them.”