Wolt was a small startup when it first implemented Intercom. The team wanted to ensure that the customer service platform they chose would be able to scale alongside their business. In recent years, Wolt has grown rapidly, now operating in 25 countries. Intercom has empowered the team to continue to offer personalized support throughout this growth, with the platform’s bots and automation enabling them to stay efficient – and most importantly, to delight customers and partners.

To adapt to such rapid growth, Pelle explains that having a customer service platform that’s easy to use is critical. “Most of our employees pick up how Intercom works right from the get-go because they are used to Facebook, Twitter, Instagram, and other social media platforms,” he says. “Intercom matches the modern-world chat systems and it's really easy for us to onboard and train our teams to use so we can get the most benefit of the platform. And by connecting the other tools in our tech stack with Intercom, our teammates can easily see what’s happening and manage customer and partner conversations in one place. Our support team feels very competent and professional when they work in Intercom. While growing 2x, 8x, 100x, Wolt has been able to keep a high customer satisfaction score of way above 90%. We want to continue to improve, and Intercom is really helping us to do so.”

Wolt’s support team uses Intercom’s next-generation Inbox as their primary way of communicating with customers and partners. The Inbox allows them to manage all inbound queries in a more efficient way, with powerful automation running behind the scenes to triage and route conversations to the right teammate to help with incoming questions.

“The thing that most impressed me about the next-gen Inbox was the speed,” says Pelle. “In a test that we ran, we saw a 15% increase in the number of conversations handled per hour. The Inbox is minimalistic and makes it clear where my focus is supposed to be. This kind of design is next level – and critical for a fast-paced company like ours.”

Wolt leverages Intercom’s bots within Workflows – a visual builder for automations – along with Custom Objects and Custom Actions to boost support efficiency and automate repetitive tasks, which frees up support agents’ time to focus on more complex or urgent queries. “We use Custom Objects and Custom Actions to integrate our own product data with Intercom’s bots so we can guide anyone seeking support through self-serve flows and empower them to resolve some of their own issues,” says Pelle.

“If customers or partners do end up needing to talk to a human, the bots can collect specific information that our team needs to resolve the issue, which saves us a ton of time. Any support associate working at Wolt will have asked the same question 10,000 times to gather the context they need to help, and our bot can ask it 10,001 times with a friendly tone. In fact, 30% of our customers choose to go through the bot flow before they seek human support.”

Something that’s important to Wolt is being able to have personal conversations with customers. “By having a chat system as our support tool, our customers and our support associates can feel like they’re actually having a real conversation – not just a transactional interaction, but a real conversation,” says Pelle.

Pelle explains that Intercom gives their team the best of both worlds, enabling both efficient human support and powerful self-serve support. “The best support is no support. In an ideal customer experience, our customers would not need to contact us at all. However, when something does go wrong, we know that we can provide a premium level of support in a scalable way with Intercom, which is critical. We simply wouldn’t be able to provide that level of support to our customers worldwide if we didn’t have a scalable tool like Intercom.”