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.”

“I really wanted a tool that not only looked good but also felt great to use. So having something like Intercom that's nicely designed and has nice keyboard shortcuts — those are the little things that make your life quicker and easier”

“Having the ability to easily onboard our associates, create great experiences for our customers, and measure our impact with detailed reporting all in one platform is huge.”

“Intercom allowed us to provide great customer outcomes at scale. With average weekly volumes of 3000+, we knew we needed a system that allowed us to speak to multiple customers concurrently.”

“Intercom’s reporting on conversation volume is invaluable to our support team. Those insights inform our capacity planning and allow us to track seasonality to ensure we have enough staff to cover busy periods.”

“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.”

“Leveraging Intercom’s help center and Fin features are now key cornerstones for how we support free users at scale.”

“Before moving to Intercom we were using Zendesk – but found the experience challenging and a bit dated. I wanted to create a different customer experience and Intercom were thinking about AI really early. With Fin we saw 35-40% deflection rate just in our trial. The biggest win for me is that we haven’t compromised on the quality of the service we were providing.It's been delight after delight.”

“We have also been using Copilot internally and we have found that it is the quickest way to find answers without having to waste time searching yourself. Between Fin answering customer questions and helping teammates find answers, we have noticed that we have more time to focus on technical 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.”

“I've been part of a number of organizations and used many different platforms, but I can honestly say Intercom is the most intuitive. Our operational team can create workflows, use AI, and insert help center articles directly into conversations.”

“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.”

“We were looking for strong technology, and a team that could back us to get to the place we needed for this to be successful. We found both of those things with Fin and Intercom.”

“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.”