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data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU featured_resource_tile__title__T1vhz">The New Economics of Customer Service guide</span><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU featured_resource_tile__description__aBiWE">Learn how AI breaks the linear CS growth model...</span></div></a><a class="featured_resource_tile__qrl4R" href="/blog/videos/customer-service-tech-stack-platform-ai/"><div class="featured_resource_tile__image_wrapper__E5EZW"><div data-loaded="false" data-i2-child="img" data-fill="cover" style="--lqip-reveal-step:100ms;--img-reveal-delay:100ms;--img-aspect-ratio:1600 / 749;--img-reveal-duration:0.8s" class="featured_resource_tile__image__sO69b img_root__pA_XT cover__gpOdl slow_transition__aa5F3"><img aria-hidden="true" src="data:image/webp;base64,UklGRkYAAABXRUJQVlA4IDoAAACQAwCdASoYAAwAPzmEuVOvKKWisAgB4CcJaQDE2BQbvBVO2sPgAP7TiBTJH6JtQztWD8OSVsaY4AAA" alt="" class="lqip__frmyg" 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https://images.ctfassets.net/xny2w179f4ki/2bnAm34T5p0GoHlWEDwzLK/5fdac80d66ea81978772d37aaa2a74ea/Ticket-hero.webp?&q=90&w=2560 2560w" sizes="(min-width: 1920px) 1920px, 100vw" alt="How AI is transforming customer service tech stacks" width="1600" height="749" loading="eager" class="img__f9A7d"/></div></div><div class="featured_resource_tile__text_wrapper__oxXQc"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU featured_resource_tile__title__T1vhz">How AI is transforming customer service tech stacks</span><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU featured_resource_tile__description__aBiWE">Take your tech stack into a new age…</span></div></a></div></div><div class="resources_tray__section_links__EveVj"><a class="tray_link__Cq1Aw" href="/why-choose-intercom"><div class="tray_link__text__ma8OZ"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__title__NPYHx">Why Intercom?</span><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 8 5"><path fill="currentColor" d="M7.48 0a.25.25 0 0 1 .195.406l-3.48 4.35a.25.25 0 0 1-.39 0L.325.406A.25.25 0 0 1 .52 0h6.96Z"></path></svg></div><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__subtitle__vXlpT">Six reasons to choose Intercom</span></a><a class="tray_link__Cq1Aw" href="/customers"><div class="tray_link__text__ma8OZ"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__title__NPYHx">Customers</span><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 8 5"><path fill="currentColor" d="M7.48 0a.25.25 0 0 1 .195.406l-3.48 4.35a.25.25 0 0 1-.39 0L.325.406A.25.25 0 0 1 .52 0h6.96Z"></path></svg></div><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__subtitle__vXlpT">Browse real world CS case studies</span></a><a data-i2-child="anchor" class="tray_link__Cq1Aw" href="https://events.intercom.com"><div class="tray_link__text__ma8OZ"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__title__NPYHx">Events</span><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 8 5"><path fill="currentColor" d="M7.48 0a.25.25 0 0 1 .195.406l-3.48 4.35a.25.25 0 0 1-.39 0L.325.406A.25.25 0 0 1 .52 0h6.96Z"></path></svg></div><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__subtitle__vXlpT">Sign up to hear from industry experts</span></a><a class="tray_link__Cq1Aw" href="/help"><div class="tray_link__text__ma8OZ"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__title__NPYHx">Help Center</span><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 8 5"><path fill="currentColor" d="M7.48 0a.25.25 0 0 1 .195.406l-3.48 4.35a.25.25 0 0 1-.39 0L.325.406A.25.25 0 0 1 .52 0h6.96Z"></path></svg></div><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__subtitle__vXlpT">How to install, set up & use Intercom</span></a><a data-i2-child="anchor" class="tray_link__Cq1Aw" href="https://community.intercom.com"><div class="tray_link__text__ma8OZ"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__title__NPYHx">Intercom Community</span><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 8 5"><path fill="currentColor" d="M7.48 0a.25.25 0 0 1 .195.406l-3.48 4.35a.25.25 0 0 1-.39 0L.325.406A.25.25 0 0 1 .52 0h6.96Z"></path></svg></div><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__subtitle__vXlpT">Find expert answers and inspiration</span></a><a data-i2-child="anchor" class="tray_link__Cq1Aw" href="https://academy.intercom.com"><div class="tray_link__text__ma8OZ"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__title__NPYHx">Academy</span><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 8 5"><path fill="currentColor" d="M7.48 0a.25.25 0 0 1 .195.406l-3.48 4.35a.25.25 0 0 1-.39 0L.325.406A.25.25 0 0 1 .52 0h6.96Z"></path></svg></div><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__subtitle__vXlpT">Take a deep dive course on Intercom</span></a><a class="tray_link__Cq1Aw" href="/blog"><div class="tray_link__text__ma8OZ"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__title__NPYHx">Blog</span><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 8 5"><path fill="currentColor" d="M7.48 0a.25.25 0 0 1 .195.406l-3.48 4.35a.25.25 0 0 1-.39 0L.325.406A.25.25 0 0 1 .52 0h6.96Z"></path></svg></div><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__subtitle__vXlpT">Customer service news and insights</span></a><a data-i2-child="anchor" class="tray_link__Cq1Aw" href="https://developers.intercom.com"><div class="tray_link__text__ma8OZ"><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__title__NPYHx">Developer Hub</span><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 8 5"><path fill="currentColor" d="M7.48 0a.25.25 0 0 1 .195.406l-3.48 4.35a.25.25 0 0 1-.39 0L.325.406A.25.25 0 0 1 .52 0h6.96Z"></path></svg></div><span data-i2-child="text" class="text__NkKDj text_caption__MZVl5 text_sans__ZZUYU tray_link__subtitle__vXlpT">Integrate with, or build on Intercom</span></a></div></div></div></li><li class="nav_item__TGdUC"><a class="nav_item_button__IDjRp" href="/pricing">Pricing</a></li><li class="nav_item__TGdUC nav_item_hidden__xrDCR"><a class="nav_item_button__IDjRp" href="/watch-demo">Demo</a></li><div class="hamburger_menu__condensed_tray__secondary_ctas__HgDOP"><a class="anchor_text__lbOeY hamburger_menu__condensed_tray__secondary_cta__rxaPE base__W1qOC sans_bold__SzuOR undefined" href="/contact-sales" data-i2-child="anchor-text"><span class="label__oEsP5"><span>Contact sales</span></span></a><a data-i2-child="anchor-text" class="anchor_text__lbOeY hamburger_menu__condensed_tray__secondary_cta__rxaPE base__W1qOC sans_bold__SzuOR undefined" href="https://app.intercom.com/admins/sign_in"><span class="label__oEsP5"><span>Sign in</span></span></a></div></div><div class="hamburger_menu__ctas__rff6_"><a class="hide_cta__XggWe btn__OJSKZ secondary__xrwNg size_base__FqE55" href="/contact-sales" data-i2-child="cta-link"><span class="foreground__FzNcQ">Contact sales</span><div class="background_wrapper__DaV4c"><span class="background__Tz1lV"></span></div></a><a class="btn__OJSKZ secondary__xrwNg size_base__FqE55" href="/view-demos" data-i2-child="cta-link"><span class="foreground__FzNcQ">View demo</span><div class="background_wrapper__DaV4c"><span class="background__Tz1lV"></span></div></a><a data-i2-child="cta-link" class="btn__OJSKZ primary__tAcqa size_base__FqE55" href="https://app.intercom.com/admins/sign_up"><span class="foreground__FzNcQ">Start free trial</span><div class="background_wrapper__DaV4c"><span class="background__Tz1lV"></span></div></a></div></div></nav></div></div></header><div class="mt-4 mx-auto px-0-75 sm:w-[80%] md:mt-4-5 xl:mt-5 2xl:mt-7-5 2xl:max-w-[1556px]"><div class="section_root__MAhHN"><div class="section_wrapper__SeggN"><div class="title_wrapper_column__Dyt8B"><div class="title_wrapper__L8kjZ"><div class="flex flex-row items-start gap-0-75"><div class="dot__Fe_ZL w-1-5 h-1-5 xl:w-2-5 xl:h-2-5 rounded-full bg-black text-white flex items-center justify-center font-bold">1</div><span data-i2-child="display" class="display__Ajr5Q display_sans__Vs4Xa display_h3__efGt7 display_bold__zXv_X">At a glance</span></div><div class="companyInfo__vh1jP"><div><h4 class="font-bold mb-0-5 2xl:mt-0-5 2xl:mb-0-75 2xl:text-size-[1.25rem]">Company</h4><p class="text-size-[14px] md:text-base 2xl:text-size-[1.25rem]">Fresh Technology is a SaaS provider specializing in restaurant technology solutions.</p><a data-i2-child="anchor-text" class="anchor_text__lbOeY anchor_text__zQiG9 sm__RWxU7 inherit__UAZj0 undefined underline__NLL5Y" href="https://www.fresh.technology/" target="_blank" rel="noopener noreferrer"><span class="label__oEsP5"><span>https://www.fresh.technology/</span></span></a><hr class="w-full my-1-5 2xl:my-2 border-0 border-t-1 border-black-20a"/><h4 class="font-bold mb-0-5 2xl:mb-0-75 2xl:text-size-[1.25rem]">Headquarters</h4><p class="text-size-[14px] md:text-base 2xl:text-size-[1.25rem]">Birmingham, Alabama, United States</p><hr class="w-full my-1-5 2xl:my-2 border-0 border-t-1 border-black-20a"/><h4 class="font-bold mb-0-5 2xl:mb-0-75 2xl:text-size-[1.25rem]">Industry</h4><p class="text-size-[14px] md:text-base 2xl:text-size-[1.25rem]">Software, Hospitality</p><hr class="w-full my-1-5 2xl:my-2 border-0 border-t-1 border-black-20a"/><h4 class="font-bold mb-0-25 2xl:mb-0-5 2xl:text-size-[1.25rem]">Key features used</h4><a data-i2-child="anchor" href="https://www.intercom.com/inbox" rel=""><div data-i2-child="badge" class="badge__UtuQ3 badge__cPZlN pill__opPf7 white__DcTWw undefined border__gxgKf hover_black__KGp50">Team Inbox</div></a><a data-i2-child="anchor" href="https://www.intercom.com/fin" rel=""><div data-i2-child="badge" class="badge__UtuQ3 badge__cPZlN pill__opPf7 white__DcTWw undefined border__gxgKf hover_black__KGp50">Fin</div></a><a data-i2-child="anchor" href="https://www.intercom.com/articles" rel=""><div data-i2-child="badge" class="badge__UtuQ3 badge__cPZlN pill__opPf7 white__DcTWw undefined border__gxgKf hover_black__KGp50">Articles</div></a></div></div></div></div><div class="section__zWZ7I"><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><p>We spoke with Jonathan Kilton, Director of Revenue Operations at <a data-i2-child="anchor-text" class="anchor_text__lbOeY sm__RWxU7 inherit__UAZj0 undefined underline__NLL5Y" href="https://www.fresh.technology/" id="fresh-technology-llc" rel=""><span class="label__oEsP5"><span>Fresh Technology, LLC.</span></span></a>, about their transformative journey with Intercom. Get ready to dive into a story of improved efficiency, elevated customer support, and the tangible impact of transparency across the customer service organization.</p></div></div></div></div></div><div class="section_root__MAhHN"><div class="section_wrapper__SeggN"><div class="title_wrapper_column__Dyt8B"><div class="title_wrapper__L8kjZ"><div class="flex flex-row items-start gap-0-75"><div class="dot__Fe_ZL w-1-5 h-1-5 xl:w-2-5 xl:h-2-5 rounded-full bg-black text-white flex items-center justify-center font-bold">2</div><span data-i2-child="display" class="display__Ajr5Q display_sans__Vs4Xa display_h3__efGt7 display_bold__zXv_X">Q&A</span></div></div></div><div class="section__zWZ7I"><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><h3><b>Can you tell us a bit about Fresh Technology and your role?</b></h3><p>Certainly! My name is Jonathan Kilton, and I’m the Director of Revenue Operations at Fresh Technology, LLC. Fresh Technology is a SaaS provider specializing in restaurant technology solutions. We offer a suite of products designed to streamline various aspects of restaurant operations, including back-of-house, front-of-house, and out-of-house solutions. My role involves overseeing revenue operations and ensuring that our technology helps restaurants enhance their presence, reputation, and profitability. Our systems manage over $300 million in annual sales across 13 million guests.</p></div></div></div><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><h3><b>What was your customer communications setup like before implementing Intercom, and what challenges did you face?</b></h3><p>Before Intercom, email was our primary support channel and our customer communications setup was being stretched. We were growing fast, expanding into new countries, and as a result faced several challenges when it came to maintaining our customer service experience.</p><ul><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p>International expansion meant we needed to provide 24/7 support.</p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p>We set up a new offshore support team to scale our efforts and needed a way to ensure standardized communication.</p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p>Our service level agreement (SLA) metrics weren’t where we wanted them to be. We struggled to scale the team as our inbound ticket volumes grew, and lacked a consistent escalation workflow, which led to inefficiencies. </p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p>We needed to improve our documentation – both internally, to upgrade our standard operating procedures (SOPs), and externally, to ensure customers had access to all of the help documentation they needed. </p></div></li></ul></div></div></div><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><h3><b>What did you need to solve those challenges, and how has implementing Intercom helped?</b></h3><p>We set out to tackle the issues we were facing by implementing a number of process improvements and leveraging features in Intercom that would enable us to increase efficiency and maximize our impact. </p></div></div></div><div><div data-i2-child="product-visual" class="product_visual__fsg20 aspect_ratio_1_1__RyP7S"><div data-loaded="false" data-i2-child="product-visual-bg" data-fill="cover" style="--lqip-reveal-step:100ms;--img-reveal-delay:8400ms;--img-reveal-duration:0.8s" class="background_image__em8RQ img_root__pA_XT cover__gpOdl slow_transition__aa5F3"><img aria-hidden="true" src="data:image/webp;base64,UklGRjYAAABXRUJQVlA4ICoAAADwAQCdASoQABAABUB8JaACdAEO+qxgpAAA/uMPUprFl2GfR/Jwu5pUAAA=" alt="" class="lqip__frmyg" style="z-index:2;--lqip-reveal-delay:0ms"/><img alt="case-studies-fresh-technology-q-and-a-bg-image" loading="lazy" class="img__f9A7d"/></div><div data-loaded="false" data-i2-child="product-visual-fg" data-fill="none" style="--lqip-reveal-step:100ms;--img-reveal-delay:0ms;--img-aspect-ratio:1206 / 2196;--img-reveal-duration:0.8s" class="foreground_image__issP7 centered__H15Qt img_root__pA_XT undefined no_lqip__df9Xp slow_transition__aa5F3"><img alt="" width="1206" height="2196" loading="lazy" class="img__f9A7d"/></div></div></div><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><p>The key challenges we tackled were: </p><ul><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>Upskilling the support team:</b> We focused on training our support agents and used Intercom’s reporting, along with our own QA process, to monitor performance and ensure our customers were getting a strong, consistent support experience. We leveraged features like Macros and Fin AI Assist to help us ensure that customer communication was standardized across our support and reduce the risk of errors. </p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>Expanding our support offering:</b> We began offering chat support complemented with outbound phone capabilities, and extended our support availability to be 24/7, allowing us to serve our customers at international scale, whenever they need help. We currently use a third-party platform for phone support, but are testing <a data-i2-child="anchor-text" class="anchor_text__lbOeY sm__RWxU7 inherit__UAZj0 undefined underline__NLL5Y" href="https://www.intercom.com/phone" id="intercom-phone" rel=""><span class="label__oEsP5"><span>Intercom Phone</span></span></a> in beta right now – having both of these channels in Intercom would reduce the need for “tool switching,” which would save our team valuable time. </p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>Establishing new SLAs:</b> Our customers’ support requirements had changed and so we adapted our SLAs to meet the new standards. Tracking these metrics daily allowed us to measure progress towards these goals.</p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>Managing increased support volume:</b> While we were redesigning our support operation, our business continued to grow at speed and our ticket volume almost doubled. This proved to be a significant challenge, so we leaned on Intercom features like Fin, their AI chatbot, and reporting capabilities to help us understand how many customers we could empower to self-serve and free up our team’s time, which enabled us to manage this volume spike without increasing headcount. We also reassessed our ticket escalation process and implemented a number of changes to ensure we were able to work through escalations more efficiently. </p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>Improving the customer – and teammate – experience:</b> By looking at trends in customer conversations and reports in Intercom, we were able to identify high-priority areas that would benefit from new SOPs or help documentation. From there, we created the documentation needed to set both our team and our customers up for success.</p></div></li></ul></div></div></div><div><div data-i2-child="product-visual" class="product_visual__fsg20 aspect_ratio_1_1__RyP7S"><div data-loaded="false" data-i2-child="product-visual-bg" data-fill="cover" style="--lqip-reveal-step:100ms;--img-reveal-delay:7600ms;--img-reveal-duration:0.8s" class="background_image__em8RQ img_root__pA_XT cover__gpOdl slow_transition__aa5F3"><img aria-hidden="true" src="data:image/webp;base64,UklGRjAAAABXRUJQVlA4ICQAAABwAQCdASoQABAADkB8JYgCdAFAAAD+3/0XqmdtfeH1qn3MAAA=" alt="" class="lqip__frmyg" style="z-index:2;--lqip-reveal-delay:0ms"/><img alt="case-studies-fresh-technology-q-and-a-bg-image-2" loading="lazy" class="img__f9A7d"/></div><div data-loaded="false" data-i2-child="product-visual-fg" data-fill="none" style="--lqip-reveal-step:100ms;--img-reveal-delay:0ms;--img-aspect-ratio:2013 / 2352;--img-reveal-duration:0.8s" class="foreground_image__issP7 centered__H15Qt img_root__pA_XT undefined no_lqip__df9Xp slow_transition__aa5F3"><img alt="" width="2013" height="2352" loading="lazy" class="img__f9A7d"/></div></div></div><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><h3><b>What results have you seen since you implemented Intercom? Any hard metrics you can share?</b></h3><p>Since implementing Intercom, we've seen remarkable improvements across a number of our core metrics as we were able to completely shift how we were delivering support. This brought our first response time from 10-20 minutes with email-only support to under 45 seconds with live chat, our median handling time dropped to under 30 minutes, and our median time to close to just under an hour. </p><p>These improvements have been a game-changer for us, and have also significantly enhanced our customers’ satisfaction. Now, our CSAT scores consistently hit the 3-5 range, showing our customers' delight with our support and increased ability to provide them with faster answers and resolutions to their issues. </p></div></div></div><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><h3><b>How does Intercom fit into the rest of your tech stack? What tools have you connected to Intercom?</b></h3><p>Intercom integrates seamlessly with the rest of the tools in our tech stack, which enhances our overall operational efficiency. We've connected several platforms to Intercom to create a comprehensive and well-integrated ecosystem, such as:</p><ul><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>Zapier</b>: Zapier helps us automate tasks and connect various apps and tools to Intercom, streamlining our workflows.</p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>HubSpot</b>: Intercom's integration with HubSpot enables us to manage customer relationships effectively and align our marketing and support efforts.</p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>Calendly</b>: Connecting Calendly with Intercom helps us seamlessly schedule support calls with customers so we can provide help when it best suits them.</p></div></li><li><svg viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" class="w-1 mt-[-2px]"><path fill="currentColor" d="M7.96875 15.9702C6.88021 15.9702 5.85417 15.7619 4.89062 15.3452C3.93229 14.9285 3.08594 14.353 2.35156 13.6187C1.61719 12.8843 1.04167 12.0379 0.625 11.0796C0.208333 10.116 0 9.09001 0 8.00146C0 6.91292 0.208333 5.88949 0.625 4.93115C1.04167 3.96761 1.61458 3.11865 2.34375 2.38428C3.07812 1.6499 3.92448 1.07438 4.88281 0.657715C5.84635 0.241048 6.8724 0.0327148 7.96094 0.0327148C9.04948 0.0327148 10.0755 0.241048 11.0391 0.657715C12.0026 1.07438 12.8516 1.6499 13.5859 2.38428C14.3203 3.11865 14.8958 3.96761 15.3125 4.93115C15.7292 5.88949 15.9375 6.91292 15.9375 8.00146C15.9375 9.09001 15.7292 10.116 15.3125 11.0796C14.8958 12.0379 14.3203 12.8843 13.5859 13.6187C12.8516 14.353 12.0026 14.9285 11.0391 15.3452C10.0807 15.7619 9.05729 15.9702 7.96875 15.9702ZM7.09375 11.814C7.22917 11.814 7.35156 11.7827 7.46094 11.7202C7.57031 11.6577 7.66667 11.564 7.75 11.439L11.4219 5.6499C11.4688 5.57178 11.513 5.48844 11.5547 5.3999C11.5964 5.31136 11.6172 5.22282 11.6172 5.13428C11.6172 4.95199 11.5495 4.80876 11.4141 4.70459C11.2786 4.59521 11.1276 4.54053 10.9609 4.54053C10.7318 4.54053 10.5443 4.66032 10.3984 4.8999L7.0625 10.2593L5.47656 8.2124C5.3776 8.08219 5.28125 7.99365 5.1875 7.94678C5.09896 7.8999 4.9974 7.87646 4.88281 7.87646C4.70573 7.87646 4.55729 7.94157 4.4375 8.07178C4.31771 8.19678 4.25781 8.34782 4.25781 8.5249C4.25781 8.61344 4.27344 8.70199 4.30469 8.79053C4.34115 8.87386 4.38802 8.95459 4.44531 9.03271L6.40625 11.439C6.51042 11.5744 6.61719 11.6707 6.72656 11.728C6.83594 11.7853 6.95833 11.814 7.09375 11.814Z"></path></svg><div><p><b>Omnichannel</b>: With Intercom's omnichannel capabilities, we can provide a consistent customer experience across various support channels.</p></div></li></ul><p>These integrations have made Intercom the central hub for our customer communications, allowing us to seamlessly manage interactions, streamline processes, and provide a more cohesive and efficient support experience to our customers.</p></div></div></div><div><div class="flex flex-col"><span data-i2-child="display" class="display__Ajr5Q display_serif__zv1mH display_h6__qWFtz display_bold__zXv_X absolute -translate-x-[100%]"><span class="quote__LwAf2">“</span></span><span data-i2-child="display" class="display__Ajr5Q display_serif__zv1mH display_h6__qWFtz display_bold__zXv_X quote__LwAf2"><span>The most significant benefit of Intercom for us is undoubtedly the transparency it brings to our customer service.”</span></span><div class="dotted_line__v2JjZ orientation_horizontal__iyncd size_base__nxbgB mt-1-5 xl:mt-2-5 2xl:mt-3 mb-1-5 opacity-40" style="background-image:url(data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSIxMiIgaGVpZ2h0PSIxMiI+PHBhdGggZmlsbD0idHJhbnNwYXJlbnQiIGQ9Ik0wIDBoMTJ2MTJIMHoiLz48Y2lyY2xlIGN4PSI2IiBjeT0iNiIgcj0iMS41Ii8+PC9zdmc+)"></div><span class="display__Ajr5Q display_sans__Vs4Xa display_h6__qWFtz display_bold__zXv_X name mb-0-25" data-i2-child="display">Jonathan Kilton</span><div class="company-info flex"><span data-i2-child="text" class="text__NkKDj text_sm___CRWY text_serif__k5JmF">Director of Revenue Operations at Fresh Technology</span></div></div></div><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><h3><b>What do you think is the biggest benefit of Intercom?</b></h3><p>The most significant benefit of Intercom for us is undoubtedly the transparency it brings to our customer service. As the Director of Revenue Operations, I've found that you can't improve what you can't see, and in customer support, a single negative experience or review can have a substantial impact on a company's reputation.</p><p>Intercom's real-time visibility into conversations has been a game-changer. It has allowed us to monitor and manage customer interactions effectively, ensuring that we can address issues promptly and maintain a high standard of service. This level of transparency has not only improved our SLA metrics and efficiency but has also been instrumental in safeguarding our customers' satisfaction and our company's reputation.</p></div></div></div><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><h3><b>Are there any opportunities you’re excited to unlock with Intercom in the future?</b></h3><p>Absolutely, there are a lot of exciting opportunities on the horizon with Intercom. One area we're looking forward to exploring further is Intercom's reporting functionality, like the ability to dig deeper into our data without leaving the Intercom app. As it becomes more advanced, we anticipate that it will be hugely helpful in streamlining our reporting processes and enabling us to quickly identify underlying issues or trends.</p><p>We're also keen to dig deeper into our AI-human support experience by splitting out reports based on whether a support agent or bot interacted with or resolved a customer query. A key element of this will be leveraging the "bot excluded first response time" metric, which will give us more accurate and real-time reporting on customer interactions and service quality across the board.</p><p>Intercom's commitment to innovation and the continuous development of their platform give us confidence that it will continue to play a pivotal role in our ability to deliver exceptional customer support. We're excited about what the future has in store.</p></div></div></div><div><div class="flex flex-col"><span data-i2-child="display" class="display__Ajr5Q display_serif__zv1mH display_h6__qWFtz display_bold__zXv_X absolute -translate-x-[100%]"><span class="quote__LwAf2">“</span></span><span data-i2-child="display" class="display__Ajr5Q display_serif__zv1mH display_h6__qWFtz display_bold__zXv_X quote__LwAf2"><span>The more you engage with Intercom and harness its potential, the greater the impact you can have across your support – and your business.”</span></span><div class="dotted_line__v2JjZ orientation_horizontal__iyncd size_base__nxbgB mt-1-5 xl:mt-2-5 2xl:mt-3 mb-1-5 opacity-40" style="background-image:url(data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSIxMiIgaGVpZ2h0PSIxMiI+PHBhdGggZmlsbD0idHJhbnNwYXJlbnQiIGQ9Ik0wIDBoMTJ2MTJIMHoiLz48Y2lyY2xlIGN4PSI2IiBjeT0iNiIgcj0iMS41Ii8+PC9zdmc+)"></div><span class="display__Ajr5Q display_sans__Vs4Xa display_h6__qWFtz display_bold__zXv_X name mb-0-25" data-i2-child="display">Jonathan Kilton</span><div class="company-info flex"><span data-i2-child="text" class="text__NkKDj text_sm___CRWY text_serif__k5JmF">Director of Revenue Operations at Fresh Technology</span></div></div></div><div><div class="case_study_wrapper__rYPwu"><div data-i2-child="rich-text" class="rich_text__LqMpb"><h3><b>What advice would you give to others considering using Intercom?</b></h3><p>My advice to others considering using Intercom is simple: you get what you put in. Intercom offers the ability to get a bird’s-eye view of your support operation, and also do deep analysis of what’s happening under the hood. The choice you make in terms of how extensively you use the platform will directly impact the quality and actionability of your data.</p><p>So, invest time and effort into optimizing your use of Intercom. Explore its capabilities, customize it to suit your needs, and continuously fine-tune your processes based on the insights it provides. The more you engage with Intercom and harness its potential, the greater the impact you can have across your support – and your business.</p></div></div></div></div></div></div></div><div data-i2-child="footer" class="bg-black w-full"><article class="container__Etr3H lg__BC64x hero_banner_root__AItWe" data-size="lg"><div class="container__Etr3H lg__BC64x hero_banner_content__qe4Kh !py-0" data-size="lg"><div class="flex flex-col text-center justify-center items-center text-white w-full overflow-hidden px-0-75 pt-4 pb-5 lg:pt-5 lg:pb-[6.5rem] xl:pt-[6.5rem] xl:pb-7-5 max-w-[480px] md:max-w-[1896px] md:px-7-5"><h2 data-i2-child="display" class="display__Ajr5Q display_sans__Vs4Xa display_h2__ujY8C display_bold__zXv_X mb-2-5 xl:mb-3-5">Related customer stories</h2><div class="flex flex-col md:flex-row justify-center gap-1 md:gap-1-5 w-full text-black"><a class="card_quote__cfEzf bg_cream__APtuG padding_sm__m3qbk hover_bg_pink_light__VPL54 card__DoJDP text-left py-1-25 px-1 w-full md:aspect-square md:max-w-[400px] card__Ej0nO flex flex-col text-current" href="/customers/amplitude" data-i2-child="case-study-card" industries="[object Object]" topics="[object Object],[object Object],[object Object],[object Object],[object Object]"><span class="block font-bold" data-i2-child="card-heading"><span class="text__NkKDj text_lg__WW81I text_sans__ZZUYU block mb-0-75 md:mb-1 block" data-i2-child="text">Amplitude</span></span><div class="flex flex-col grow justify-between"><p class="text__NkKDj text_base__tOPeL text_serif__k5JmF card_body__mKqQL" data-i2-child="card-description">Amplitude combines its own customer behavioral data with Intercom's omnichannel messaging capabilities to craft tailored journeys for each user. With Intercom, they've seen up to 30% higher engagement rates, an 11% increase in product activation, and more.</p><span class="btn__ipSr2 btn__OJSKZ secondary__xrwNg size_base__FqE55 justify-self-end block"><span class="foreground__FzNcQ">Read more</span></span></div></a><a class="card_quote__cfEzf bg_cream__APtuG padding_sm__m3qbk hover_bg_orange_light__VQ6Eo card__DoJDP text-left py-1-25 px-1 w-full md:aspect-square md:max-w-[400px] card__Ej0nO flex flex-col text-current" href="/customers/coda" data-i2-child="case-study-card" industries="[object Object]" topics="[object Object],[object Object],[object Object],[object Object],[object Object]"><span class="block font-bold" data-i2-child="card-heading"><span class="text__NkKDj text_lg__WW81I text_sans__ZZUYU block mb-0-75 md:mb-1 block" data-i2-child="text">Coda</span></span><div class="flex flex-col grow justify-between"><p class="text__NkKDj text_base__tOPeL text_serif__k5JmF card_body__mKqQL" data-i2-child="card-description">All-in-one doc software Coda uses Intercom to power communications across the entire user journey and create tailored, in-context experiences to set their customers up for success.</p><span class="btn__ipSr2 btn__OJSKZ secondary__xrwNg size_base__FqE55 justify-self-end block"><span class="foreground__FzNcQ">Read more</span></span></div></a></div><div role="separator" data-i2-child="separator" aria-orientation="horizontal" class="separator__pku6S mt-4 mb-5 sm:mt-5 sm:mb-4 md:mt-6 lg:mt-7-5 lg:mb-5 orientation_horizontal__xfiFD undefined"><div class="dotted_line__v2JjZ orientation_horizontal__iyncd size_base__nxbgB" style="background-image:url(data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSIxMiIgaGVpZ2h0PSIxMiI+PHBhdGggZmlsbD0idHJhbnNwYXJlbnQiIGQ9Ik0wIDBoMTJ2MTJIMHoiLz48Y2lyY2xlIGN4PSI2IiBjeT0iNiIgcj0iMS41IiBmaWxsPSJ3aGl0ZSIvPjwvc3ZnPg==)"></div></div><h2 data-i2-child="display" class="display__Ajr5Q 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