Case Study: Moz achieves 70% faster response times and increased customer loyalty with Intercom

How Moz increased customer loyalty by replacing five communication tools with one

Moz, a Seattle-based provider of SEO and inbound marketing software, relied on a 15-person Customer Success team to drive long-term user adoption. The team was fractured across five separate tools for chat, onboarding emails, in-app messaging and targeting, causing costly context switching, inconsistent personalization and duplicated outreach that made product education and onboarding inefficient.

Moz consolidated onto Intercom to deliver in-app chat, email, lightweight CRM and event-triggered onboarding messages, while using demographic and risk scores to target at‑risk and high-value users. The change cut median response time by 70% (to 3.8 hours), enabled 3,500 monthly conversations, improved retention among engaged customers, and made the team’s outreach more scalable and time-efficient.

Moz

Nick Sayers

Director of Customer Success and Support