Case Study: trumpet achieves proactive omnichannel customer support with Intercom

Leveraging omnichannel messaging to proactively support customers and drive product adoption

trumpet needed a better customer communications setup and wanted to move beyond reactive support to more proactive, omnichannel messaging. Using Intercom, the team looked for a way to support users more effectively while creating personalized experiences around feature questions and product usage.

Intercom helped trumpet implement conversational, omnichannel support and automation tied to user actions, enabling personalized product tours and more interactive customer journeys. The result was a stronger proactive support experience and the ability to track changes in platform usage, with Intercom’s features helping trumpet deliver more value than simple text-based support.

trumpet

Russell Mitchell

Head of Customer Success