The New Zealand-based mobile-centered solutions company PaperKite developed a contact tracing app called Rippl to help the country reopen its economy during the COVID-19 pandemic. With over 72,000 downloads in its first week, Rippl became widely adopted by businesses and individuals, serving as a crucial component in stopping the spread of the virus. The team partnered with the Ministry of Health and local government to roll out the app, which was built using Intercom's customer communications platform. To manage the high volume of inquiries, PaperKite used Intercom's Custom Bots to quickly answer anticipated questions and adapt to unexpected ones, allowing them to automatically answer 71.4% of incoming conversations and drive successful sign-ups. The partnership with Intercom enabled PaperKite to provide a consistent support experience, even for team members without prior customer support experience. With Intercom, the team could manage sensitive and dynamic issues effectively, ensuring a smooth user experience. As New Zealand settles into the "new normal," PaperKite will continue to invest in Rippl and ensure the safety of its community, safely assured that their support needs are covered.