Case Study: Pantheon achieves a unified sales and support customer experience and sub‑2‑minute responses with Intercom

How Pantheon creates a unified customer experience by implementing Intercom across their sales and support teams

Pantheon, a San Francisco–based website operations platform that runs over 285,000 Drupal and WordPress sites, needed faster, more consistent support to help customers meet tight launch deadlines. With a legacy ticketing system and separate chat tools for sales and support, response times and handoffs were slow and the customer experience was fragmented—Zack Rosen and his teams wanted a real-time, unified way to serve both prospects and customers.

Pantheon migrated to Intercom’s Messenger across sales and support, enabling 25 agents to provide 24/7 coverage, triage conversations seamlessly, and access shared customer context. Results: first response time dropped to under 2 minutes, 80% of inbound conversations come through the Messenger, CSAT rose to the high 90s with feedback rates >40%, conversation volume scaled to ~4,000/month, inbound lead conversions via chat rose 78%, and 35% of chat-sourced leads convert to enterprise opportunities.

Pantheon

Zack Rosen

Chief Executive Officer