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22 Customer Stories
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Lightspeed CommerceNuuly 
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We spoke with Lightspeed Commerce about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction.
Read full case studyNuuly makes CX smoother and faster – and support roles more fulfilling and exciting – with Fin AI Agent. This human-AI approach led to 38% of queries being resolved instantly, a 20% reduction in response times, and an impressive CSAT score of 95%.
Read full case studyGoodBuy Gear"With Fin AI Agent's new personalized answers feature now retrieving critical order information from Shopify – including status updates and tracking details – even complex inquiries are resolved efficiently without involving our Customer Care team."
Azazie
We spoke with Bailey Nelson about the team's experience switching to Intercom, and how Intercom’s focus on AI, automation, and conversational support has enabled the team to produce stellar results across their support.
Read full case studyThe team at Nuuly uses Intercom to provide highly personalized, efficient support and build lasting relationships with their customers.
Read full case studyHaving traditionally fostered a culture of building in-person relationships with customers, the Living Spaces team wanted to find a way to replicate that online. With Intercom, they're able to provide support that balances efficiency with a personal touch.
Read full case studyRebag"Using tools like Workflows, Fin AI Agent, and conversation tags in Intercom, 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."
TravelPerk
Luxury accessories retailer Rebag uses Intercom to power communications at every stage of the customer lifecycle and meet customers where they are, nurture them through the buying journey, and provide stellar support along the way.
Read full case studyThreadBeast uses Intercom to provide personal, helpful support across multiple channels from one platform, create great customer experiences, and increase retention.
Read full case studyTechnology subscription platform Grover is focused on creating strong experiences across the entire customer lifecycle. The team uses Intercom to offer personalized support and engagement through conversations.
Read full case studyNuuly"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."
Moo
Appliances Online, the e-commerce arm of Winning Appliances, turned to Intercom to unify the exceptional customer service they provide in stores with their online experience.
Read full case studyE-commerce integration solution Ideris uses Intercom to support and connect with its customers at every touchpoint. The team is able meet evolving customer needs and expectations by adopting more of Intercom's features as they continue to grow.
Read full case studyDeliverect"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."
Shippit"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."
Zapiet
Buymie"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."
Rebag"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."
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
Fin AI Agent has been huge for us in scaling our team and providing better service to our clients. We have been able to close of 50% of conversations with AI and keep an 85% CSAT score on those AI conversation.
Barry P.
Director of Customer Success
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
Our Fin AI Agent from Intercom now handles more than 5K conversations a month and completely resolves 50% of them! 🤯 It is an integral part of our strategy to scale our support cost-effectively while continuing to deliver the best customer experience.
Mark Rummel
VP of CX, Givebutter
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
We are able to provide 24/7 chat support within minutes of our users running into an issue. Because of this we are able to build more meaningful relationships with our users.
Ben P.
Mid-Market (51-1000 emp.)
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
Fin AI Agent has been huge for us in scaling our team and providing better service to our clients. We have been able to close of 50% of conversations with AI and keep an 85% CSAT score on those AI conversation.
Barry P.
Director of Customer Success
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
Our Fin AI Agent from Intercom now handles more than 5K conversations a month and completely resolves 50% of them! 🤯 It is an integral part of our strategy to scale our support cost-effectively while continuing to deliver the best customer experience.
Mark Rummel
VP of CX, Givebutter
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
We are able to provide 24/7 chat support within minutes of our users running into an issue. Because of this we are able to build more meaningful relationships with our users.
Ben P.
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
For our team, Intercom's FIN AI Copilot has changed everything. Our operations and communication quality have significantly improved as a result of our capacity to rapidly access knowledge, automate responses, and provide real-time customer support.
Lisa J.
Customer Success Manager
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
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
For our team, Intercom's FIN AI Copilot has changed everything. Our operations and communication quality have significantly improved as a result of our capacity to rapidly access knowledge, automate responses, and provide real-time customer support.
Lisa J.
Customer Success Manager
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