Case Study: Frame.io achieves 87.5% faster first responses and 96% CSAT for 2M customers with Intercom

Frame.io uses Intercom to provide personalized support to 2M customers

Frame.io is a cloud-based video collaboration platform used by creators and enterprises like Netflix, HBO and Google. Faced with rising customer expectations and the need to scale personalized, conversational support for two million users, the team found legacy ticketing tools (Help Scout, Zendesk) difficult to configure and insufficient for real-time engagement and efficient self-serve support.

By adopting Intercom’s conversational stack—Team Inbox, Custom Bots, Articles, outbound messages and workload management—Frame.io automated routine queries, empowered self-serve journeys, and enabled cross-team collaboration. The shift cut first-response time from 3 hours to 15 minutes (an 87.5% reduction), supported 4,500 monthly conversations, delivered 96% CSAT, drove 20K help center visits and 36K article views per month, and improved agent efficiency and morale.

Frame.io

Emery Wells

Co-Founder/Chief Executive Officer