After joining ReadMe, the author sought to quantify customer support interactions to better understand the company's evolution, leading to the implementation of Intercom Tags for conversation tracking. To ensure consistent tagging, an enforcer was created using the Intercom API, which reopens any conversation closed without a tag, prompting staff to add one. This process was facilitated by Intercom's comprehensive documentation, making the setup straightforward. Since implementing this system, various customer inquiries have been tracked, such as billing, Cloudflare migration, and invoice requests, enabling the company to gather valuable data on customer inquiries to enhance their knowledge base and address areas of confusion.