Case Study: Living Spaces achieves a unified, personalized customer experience and sub‑1‑minute response times with Intercom

Living Spaces uses Intercom to create a unified customer experience across sales, support, and marketing

Living Spaces, a leading US home‑furnishings retailer with over 20 locations and 2,000 team members, needed to recreate the personal in‑store shopping experience online as customer demand and expectations shifted during COVID‑19. The challenge was unifying sales, support, and marketing so online shoppers could get fast, contextual help—just like they would from an associate on the showroom floor.

The company adopted Intercom (Team Inbox, Outbound Messages, Custom Bots, Resolution Bot, Articles) to build a messenger‑based, conversational experience across teams. The single platform enabled proactive support and automated triage, drove a sub‑1‑minute average first response, handled ~8,000 weekly conversations with 50–100 staff daily, improved customer and employee satisfaction, and gave product and operations teams richer customer insights as they scale.

Living Spaces

Pete Franco

Vice President of E-commerce