Case Study: Outschool reduces FRT by 91% with Intercom

Outschool used Intercom to reduce FRT by 91% throughout rapid business growth

Outschool used Intercom as its primary platform for customer engagement and support while scaling rapidly. As the business grew, the team needed a flexible, easy-to-use system that could unify customer communications, reduce tool sprawl, and help manage rising support volume more efficiently.

Intercom helped Outschool streamline customer support and engagement with features like Outbound Messages, Product Tours, and Banners, plus integrated workflows with tools such as Slack, Airtable, Jira, and others. By using Intercom’s routing and assignment rules, Outschool reduced first response time by 91% and created more consistent, holistic customer experiences during rapid growth.

Outschool

Tristram Hewitt

Head of Customer Experience