Case Study: TagPlus reduces first-response times with Intercom

TagPlus streamlines its operations and powers support at scale with Intercom

TagPlus, a commercial management tool based in Belo Horizonte, Brazil, was struggling to keep up with rapidly growing support demand as its customer base expanded. Its old knowledge base made self-service difficult, leading to more chat conversations, slower response times, and a need to add headcount. TagPlus turned to Intercom, using features like Team Inbox, Resolution Bot, and Articles to find a more scalable support solution.

Intercom helped TagPlus support its 8,000 customers with faster self-service and better collaboration across teams. By using Resolution Bot and a searchable Articles knowledge base, TagPlus reduced first-response time to under five minutes while maintaining a 90% CSAT score, improving support efficiency without increasing headcount as quickly.

TagPlus