Case Study: Otus achieves 97% CSAT and automates 22%+ of support with Intercom

Otus drives 97% CSAT and resolves over 22% of customer queries automatically with Intercom

Otus, an education technology company, needed a way to manage growing support volume, improve customer communication, and better understand customer needs. The team turned to Intercom and its unified customer communication platform, including the Inbox, automation tools, and analytics, to support customers more efficiently.

With Intercom, Otus streamlined support using Custom Bots and Articles, used Product Tours and messaging for onboarding and announcements, and connected website visitors to sales through the Messenger. The results included 22.2% of questions resolved automatically and a 97% CSAT score, showing strong customer satisfaction and faster, more personal service.

Otus

Samantha Mason

Director of Client Success