Case Study: Grover reduces first-response time by 79% with Intercom's bots and automation

Grover reduced first-response time by 79% with bots and automation

Grover, a Berlin-based technology subscription platform that helps consumers rent tech, needed to improve customer experience and scale support for ~37,000 monthly conversations. Before changing platforms they faced long response times (average first response ~17 hours) and wanted a more conversational, proactive approach to reduce inbound volume and speed resolutions.

They moved to Intercom and built a stack of automated tools—Resolution Bot, Custom Bots, targeted Banners, Team Inbox workflows and several custom apps (e.g., Order cancellation, Verify, Numbers finder). That automation resolved a large share of common queries (Resolution Bot handles ~30%), drove down first-response time by 79 to just over 3 hours, saw the main bot resolve ~20,000 conversations in a month, cut inbound volume (Order cancellation reduced conversations ~10%), halved GDPR resolution times with Verify, and maintained an 83% CSAT.

Grover

Ciro Ferraiuolo

Head of Customer Support