Case Study: Vend achieves a 48% increase in agent productivity with Intercom

How Vend increased agent productivity by 48% with conversational support

Vend is a cloud-based point-of-sale and retail management platform used by over 25,000 retailers worldwide. Facing low email response and conversion rates, slow multi-hour support response times, and a 24% surge in conversations when COVID-19 forced the team remote, Vend needed a way to drive trial-to-paid conversion and scale support while giving agents more flexible, ownership-driven workflows.

Vend integrated Intercom (in‑app messaging, Team Inbox, Custom Bots, Resolution Bot, Product Tours, outbound messages and articles) and connected it to Salesforce, moved to chat-first support, built a proactive onboarding team, and automated common answers. The results: a 30% lift in trial-to-paid conversions, contacts per agent (productivity) up 48%, CSAT over 90%, average response time cut to ~10 minutes, and Resolution Bot auto-resolving 1 in 5 inbound conversations.

Vend

Jack Harrison-Sherlock

Senior Continuous Improvement Lead