Case Study: Intercom achieves a 19% boost in cold-email reply rates with Loom

How Loom Helped Intercom Differentiate Their Sales Outreach and Boost Reply Rates by 19%

Intercom, a Conversational Relationship Platform of about 900 employees, needed a way to make cold outreach more personal, affordable, and scalable after outbound showed better ROI than inbound. To inject visual appeal and avoid driving up costs or rep workload, Intercom chose Loom — the browser and desktop video-recording platform — to quickly create personalized sales videos.

Using Loom’s recording, simple editing, and instant link sharing, Intercom reps produced two-minute bespoke videos that combined face, screen captures, custom images, and CTAs. The Loom-enabled approach drove a 19% increase in cold-email reply rates, generated $120k in self-sourced outbound revenue, sped time-to-close, and saved internal training time — outcomes Intercom attributes to Loom’s ease of use and support.

Intercom

Bucky Henry

Sales Manager