Case Study: Firsty achieves fast, scalable customer support with Intercom

How Firsty delivers fast, high-quality support while keeping costs low with Intercom’s AI-first platform

Firsty, a fast-growing B2C startup, needed a scalable way to deliver fast, high-quality customer support across many languages while keeping costs low. To handle rising ticket volumes and limited early-stage data, Firsty turned to Intercom’s AI-first customer service platform, including the mobile SDK and AI tools, to reduce manual support work and preserve its brand experience in-app.

Intercom implemented a gradual automation strategy for Firsty using Fin AI Agent, Workflows, Custom Actions, and Fin AI Copilot, with the mobile SDK integrated into Firsty’s app and backend systems. The result: median response time under 90 seconds, 70% of questions answered within five minutes, a 43% automated resolution rate, and about €50,000 ($55,000) saved in salary costs over five months.

Firsty

Gauthier Thierens

Co-founder