How we turned support into a revenue engine at Intercom

By 2024, Intercom had embraced a transformative approach to customer support through the integration of Fin, an AI-driven tool, which led to improved efficiency and resolution rates, consequently allowing the support team to adopt a more consultative role. This shift enabled the team to actively engage with customers, aligning closely with company goals to drive product adoption and business value. Through initiatives like proactive customer engagement and targeted campaigns, the team demonstrated significant business impact, such as increased feature adoption and expansion revenue. The process involved starting small with a group of volunteers, tracking the impact rigorously, and collaborating with other business teams to expand proactive support efforts. Over time, this evolved into strategic partnerships and initiatives that positioned the support team as a pivotal driver of business growth, influencing customer retention and serving as a primary touchpoint for self-serve customers.