Case Study: Teikametrics achieves 100% reduction in critical support tickets with Heap

Teikametrics automatically prevents user frustration using Heap's Intercom integration

Teikametrics, a SaaS company that helps eCommerce sellers optimize listings on marketplaces like Amazon and Walmart, faced frequent user confusion that drove inbound Intercom conversations. The Customer Support Operations team needed a simple way to spot where sellers struggled and intervene proactively, despite limited analytics expertise.

By instrumenting key pages and flows with Heap events, the team triggers targeted Intercom messages and popups at moments of user friction and tailors guidance based on recent click history. The proactive messaging stopped confusion in its tracks—resolving a critical display issue with a single popup and reducing support tickets for that issue by 100%.

Teikametrics

Brett Colangelo

Customer Support Operations Manager