Case Study: ThreadBeast achieves higher conversions and customer retention with Intercom

ThreadBeast increase conversions and customer retention with personal, multi-channel support

ThreadBeast is a Los Angeles–based menswear subscription service that grew quickly after launching in 2015 and needed a way to deliver personal, consistent support as customer volume rose. The company faced the challenge of managing high volumes of multi-channel inquiries (email, in-app, live chat, Facebook) and billing questions while meeting a 24-hour SLA across thousands of monthly conversations.

They adopted Intercom as a single platform with email, in-app messaging, live chat, and integrations with Facebook and Stripe, plus automated routing and customer context. The unified approach cut handling time, kept average response times around 4 hours, increased Facebook message replies from 75% to 100%, supported rapid growth to 20,000+ subscribers, and boosted conversions, retention, and customer advocacy.

ThreadBeast

Blake Bolona

Head of Customer Experience