Case Study: Expensify achieves faster, personalized support and streamlined sales collaboration with Intercom

Expensify improved the support and sales experience for millions of customers

Expensify, a San Francisco–based finance startup founded in 2008 that simplifies expense reporting for over three million users, faced a support crisis as rapid growth overwhelmed its email-based help system. By 2014 users and potential customers were experiencing slow responses and lost leads, and an attempted ticketing solution created silos that made support slower and more disjointed.

Expensify implemented Intercom Inbox and live chat, giving 18 global agents a shared inbox with live user profiles so they could prioritize requests, see who needed proactive help, and capture leads more easily. The change cut average response time to about 30 minutes, scaled to roughly 20,000 conversations a month, improved collaboration between sales and support, and shifted conversations to a more positive, productive tone.

Expensify

Jason Mills

Director of Sales and Success