Case Study: Keen achieves 30% increase in customer satisfaction and 60% faster support resolution with Intercom

How Keen scaled a personal support experience and increased user engagement

Keen is a fast-growing developer-focused SaaS that provides an analytics API used by over 50,000 developers. With a small team and multiple siloed support tools, Keen struggled to scale a personal, developer-friendly experience—making onboarding, support, and product feedback inefficient and disjointed.

By consolidating communications in Intercom—linking a help center, team inbox, Stripe data, and in-app messaging—Keen gave support reps full context, automated relevant help articles and saved replies, and captured product feedback via tags. The changes drove a 30% increase in customer satisfaction, a 60% reduction in time-to-resolution, 30% less time spent on support, a 0.5% drop in churn, and an expected 10% lift in activation.

Keen

Maggie Jan

Director of Developer Advocacy