Case Study: TrueCommerce reduces inbound conversation volume by 20% with Intercom

TrueCommerce reduced inbound conversation volume by 20% with proactive and self-serve support

TrueCommerce, a provider of integrated commerce solutions for suppliers, retailers, brands, and manufacturers, needed a better way to support a growing customer base across its platform. The company wanted more accessible, in-app help and faster responses to users encountering issues, and it chose Intercom for customer support, including Intercom Messenger, Articles, Custom Bots, Outbound Messages, and the Intercom API.

Intercom helped TrueCommerce deliver real-time support, proactive alerts, and self-serve answers directly inside its product. By targeting affected users during temporary issues and deflecting common questions with help content, Intercom helped TrueCommerce cut inbound conversation volume by 20% and reduce contacts from temporary issues by 80%, while still supporting over 10,000 customer contacts a month.

TrueCommerce

Christian Parker

Director of Managed Services