Case Study: Simply reduces response times and boosts learner satisfaction with Intercom

Simply (formerly JoyTunes) reduced response times by 99% and creates joyful support experiences for millions of learners

Simply, a company serving millions of learners, wanted to improve support efficiency without losing the personal, “wow” experiences its customers expected. To do that, Simply turned to Intercom, using Intercom’s automation and self-service tools to help manage growing support demand.

With Intercom, Simply implemented Custom Bots and in-Messenger help article search to automatically resolve common questions and route more complex requests with better context. The results were significant: response times were reduced by 99%, 20–30% of common queries were resolved through self-serve support, and 5/5 CSAT increased by 6.3%, helping Simply deliver faster, more joyful support at scale.

Simply

Liran Biderman

Head of Learner Experience