Success stories from companies like yours
Filter to find the most relevant examples from leading companies around the world.
Customer stories
“When my inbox is going nuts and I've got other stuff to do, it’s best for everyone if customers can solve their own problems. We built out self-serve onboarding and support infrastructure with Intercom, pushing data from our app directly into Intercom. ”
Robb Clarke
Head of Technical Operations
““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.””
Jess Bergson
Head of Customer Experience
“And prior to moving completely to Intercom, we were using Zendesk as our platform for offering support to customers. I found the Zendesk experience a little bit challenging, a little bit dated, and I wanted to to create a different experience.”
Jared Ellis
Global Director for Product Support
“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. ”
Lee Burkhill
AI & Solutions Manager
“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. ”
Carl Olsen
General Manager, Operations
“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.”
Angelo Livanos
Vice President, Global Support
“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.”
Abigail Whitwham
Customer Success Manager
“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.”
Jared Ellis
Global Director for Product Support
“We had a brief period where we looked at Zendesk and actually started trying to implement it. Within a week, we pivoted back.”
Luke Cullimore
Senior Revenue Operations Manager
“Leveraging Intercom’s help center and Fin features are now key cornerstones for how we support free users at scale.”
Emily Lampert
Head of Product Support
“Intercom helps AppFolio deliver service excellence that makes it easy for customers to get the help they need when and how they need it.”
Guneet Singh
Vice President - Customer Experience & Care
“Intercom enables us to provide seamless customer service with adaptable workflows, forward-thinking technology, and a keen interest in our business and customers' needs. This empowers us to deliver a consistent 7-star experience to our customers every single day.”
Hazel Maw
Operational Excellence Manager
“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.”
Geronimo Chala
Chief Client Officer
“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%.”
Doreen Berard
Director of Global Customer Service
“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.”
Zach Dunn
Co-Founder
“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.”
Sam Barrett
Head of Customer Experience
“Intercom’s Knowledge Hub has made it so easy to see and manage everything that our support team needs in one place and has made our lives so much easier.”
Susanna Tham
Service Experience Lead
“The first time I used Copilot was a bit of a light bulb moment. We already know the value of Fin AI Agent as we've been using for quite some time now. So it's logical that it's also valuable to have the same tool available for our internal team.”
Angelo Livanos
Senior Director, Global Support
“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.”
Natalie Hurst
Director of Customer Success
“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" ”
Pat Barlow
Business Operations & Support Lead
“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. ”
Carl Olsen
General Manager, Operations
“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.”
Lee Burkhill
AI & Solutions Manager
“We immediately started seeing CSAT improvements when we configured Intercom! It felt easy to use, easy for our users to talk to support, and felt super conversational. Using Intercom genuinely feels seamless.”
Sam Barrett
Head of Customer Experience
“Intercom has helped us massively as we’ve scaled. Our customer contacts very quickly grew to 60,000 per day, and Intercom has handled that evolution very well.”
Lais Belico
Solutions & Client Experience Analyst
“Since we moved over to Intercom, we found the Intercom Phone functionality a valuable one to ensure all conversations and company data are logged in one place.”
Christian Osmundsen
Global Head of Customer Experience
“Copilot helps our team find expert content quickly, no extra apps or tabs needed. This leads to better, easier experiences for employees and customers like never before.”
Guneet Singh
Vice President - Customer Experience & Care
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“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.”
Jess Bergson
Head of CX
“When we started RB2B, we didn't have support documentation, dashboards, or onboarding docs that we could send to clients. Now, we have all of our support content under one roof in Intercom’s Knowledge Hub.”
Robb Clarke
Head of AI
“Fast response times are critical to customer success, and with Intercom we’ve been able to reduce our first-response time to under five minutes – while keeping our CSAT at 90%.”
Eduardo Luiz Soares Carneiro
Partner and COO at TagPlus
“We chose to move from Zendesk and partner with Intercom due to their massive investment in customer and agent experience within the platform and a real focus on agent tools, AI, and the fact that they integrate with all the key technology providers that most businesses use heavily.”
Craig Titherington
Head of Customer Experience
“We're seeing conversations that leverage Copilot have a higher chance of closing on the first touch, rather than needing additional transfers, escalation, or assistance from other teams.”
Angelo Livanos
Vice President, Global Support
“Our team has been using the new AI Inbox features a lot, and have found the tools useful for generating new responses to customer issues, adding variety to our usual canned responses.”
Richard Moyles
Head of Customer Relations & Experience
“AI makes support teams happier because it reduces the number of queries they have to handle, making their workload far more manageable.”
James Laurie
CX Operations Manager
“We were using Intercom for chat and Zendesk for ticketing, but have now moved all support requests and workflows into Intercom. We’re saving money, agent time, and delivering a faster and more personalized experience to customers.”
Erik Wantland
Former Director of Support at Copper
“Intercom is a tool that allows our customer support team to have visibility into the customer journey and provide support beyond just answering technical questions or resolving issues.”
Geronimo Chala
Chief Client Officer
“Copilot has been especially beneficial for our newer team members who are still learning. I'm seeing newer members that join are ramping up in their skill and ability faster as they're able to leverage this additional source for help.”
Angelo Livanos
Vice President, Global Support
See what customers are
sharing on socials
We know, it can be a challenge to scale customer support. Our answer? @Intercom – who has helped us deliver fast response times + maintain that competitive edge with its open platform and collaboration features.
Smartly.io
@smartlyio
As the highest-performing AI agent in customer service, Fin lives up to its promise, delivering not just higher-quality answers but also adeptly handling more complex customer queries than any other AI solution we’ve encountered.
Francis H.
Enterprise (>1000 emp.)
AI-first support isn’t just a futuristic idea – it’s here now, making our service faster, MORE human, and more scalable than ever. If you don’t get on board, you’re gonna miss the train.
Danielle Constantine
Head of Experience, myHSA
“Game Changer for our Tech Service Team”
Fin AI agent is helping our team answer questions more efficiently and helping us to take care of more customers with less people.
Eric B.
Director of Customer Accounts
Fin has handled nearly 10k inquiries with a 92.3% CX score. But what I love most are the customer comments. Some noticed how much Fin is improving and are genuinely impressed. Others are hilarious, and a few even make me wonder if Fin is getting a little too smart.
Rafael Cardoso
CS Manager, CleanCloud
Thanks to Fin AI Agent and robust Help Centre, 86.7% of support requests are now being resolved through self-serve support. We’re really excited to see where the next 12 months will take us!
Christian Osmundsen
Global Head of CX, Deliverect
“Fin is a Win”
We’ve been using Intercom and Fin, and it’s been a lifesaver! Fin has been great at sorting through all the junk and flagging the real issues that only humans can handle.
Rael D.
Head of Support
Using an AI support agent at RB2B has saved us $30k since April. “Is an AI agent worth it?” You bet your ass it is.
Robb Clarke
Head of Tech Ops, RB2B
With Intercom’s Fin, it’s $1 per positive interaction — so it’s like only paying for the concert if Beyoncé shows up and hits every note. No charge for the off-key stuff. Only for the ‘Renaissance experience’
Chris Singh
Customer Success Mgr, SCSS
Fin stands out for its impressive accuracy, speed, and ability to handle complex customer queries with natural, human-like responses.
G2 Reviewer
Mid-Market (51–1000 emp.)
At Ninety, we’ve pushed Fin AI Agent resolution rate beyond 60% — returning countless hours to our incredible chat support team and saving us thousands of dollars.
Thomas Mains
Technical Writer, Ninety
@intercom [...] Would massively recommend Intercom as a support product – great UX for both sides, and very powerful.
accuRx
@accuRx
Fin is more than just an AI Agent; it’s a strategic partner that empowers us to deliver exceptional customer experiences with unparalleled efficiency. Highly recommended for any business looking to elevate their customer support with intelligent AI.
Sam L.
Strategic Ops Excellence Lead
It’s almost like all websites I visit with that @intercom chat button I instantly associate them with great customer service. Just like @Intercom intended. 😀
njooroge
@njooroge
Now enter Intercom — your sleek, smart, AI-powered wonder. It’s like having a personal assistant that’s available 24/7, knows your favourite coffee order, and can predict your next move before you even think it.
Richard Le Bas
Managing Director, SCSS
We’ve resolved one of our biggest challenges by employing Fin AI Agent to provide quick and accurate responses to all our clients, enhance client satisfaction and streamline our support process.
Onee Yekah
Product Manager, Omnicart
Installing @intercom when you’ve tried a lesser platform is like hitting hyperdrive. Or maybe ludicrous speed.
Markham Nolan
Co-founder of NOAN
“Best Support tool out there”
Fin is a game-changer! We use Intercom every day, and Fin is doing the heavy work for us at the moment. He helped our support team focus on more complex support issues and lifted almost 50% of our day-to-day job.
Kostas S.
Technical Support Manager
We’ve integrated Intercom’s groundbreaking AI tool, Fin, into our team—our version, Billie, has become an invaluable member of the support crew. She’s working 24/7, deflecting and resolving our most common inbound conversations!
Will Patterson
Head of CX, Boulevard
Intercom’s Fin AI Copilot is the first highly useful AI feature I’ve used in SaaS. They nailed the LLM interactions with automated prompts, making our adoption of AI in customer success incredibly seamless.
Filip Mark
Chief of Staff, Passionfroot
At Jobber we’ve resolved over 5000 customer inquiries through Fin AI Agent helping us deliver quick, efficient solutions while letting customers get the help they need anytime.
Sarah King
Knowledge Base Mgr, Jobber
