Hostinger, a web hosting provider with over 29 million users in 178 countries, was experiencing slow response times and delayed resolutions with their traditional email ticketing system. To address this issue, they implemented Intercom, which provided a conversational support experience allowing customers to message the team directly without having to join a queue or take a ticket. This change resulted in a significant reduction of response time from 2 hours to under 2 minutes and an increase in customer satisfaction score from 83% to 95%. With Intercom, Hostinger is able to provide 24/7 hands-on support and maintain a high level of quality in their service. The company's Head of Customer Service, Darius Grigorjevas, notes that the key to exceptional customer support lies in understanding the customer's mindset and finding the best solution, which Intercom has helped him achieve.