Case Study: Intercom boosts customer satisfaction and retention with &Open

How Intercom leveraged strategic gifting to delight customers and nurture client relationships

Intercom, a customer service platform focused on helping businesses build stronger customer connections, wanted to create a more impactful way to reward and delight existing customers while improving satisfaction and retention. Working with &Open, Intercom looked for a gifting solution that could support key customer moments and help its Sales and Customer Advocacy teams strengthen relationships.

&Open built a strategic gifting program for Intercom around three milestones: onboarding completion, acts of advocacy, and relationship-building opportunities. The program used curated gifts, a bespoke redemption experience, and an option to donate to charity instead of receiving a physical gift. The results were strong: redemption rates exceeded expectations, more than 50% of recipients chose the donation option, and within 12 months Intercom saw higher CSAT and NPS scores among gift recipients, along with a positive correlation to revenue health.

Intercom

Kate Sugrue

Principal Customer Advocacy Manager