Driving new revenue: how real-time support improves conversion

Real-time customer support, with response times under 5 minutes, can turn customer support into a revenue driver by increasing the odds of customers understanding the value of a product or service. Investing in real-time support led to 15% incremental growth in new business revenue for Intercom, as well as higher customer satisfaction and retention rates. While there were increased operational costs associated with implementing real-time support, these costs were offset by the increase in revenue. Real-time support is not just beneficial for businesses but also provides a more personalized experience for customers, similar to shopping at a physical store where they can easily find help when needed.