Case Study: Intercom increases lead collection by 10% and boosts visitor connections to 43% with Twilio SMS

Intercom Lets You Take Customer Conversations Anywhere With Twilio SMS

Intercom, a customer messaging platform, needed to help businesses scale 24/7 website interactions so they never miss a lead and can follow up with the right context across channels and timezones. The challenge was delivering prompt, contextual responses whether a conversation started on web chat, email, or needed to continue on mobile — without losing conversion data or overwhelming support teams.

Intercom integrated Twilio Messaging into its Acquire product to add SMS as a synchronous and asynchronous channel, using links and cookies to preserve page context and built with React.js for rapid iteration. The result: a 10% improvement in lead collection, connection rates rising from 33% to 43%, closed-loop completion up from 63% to 70%, SMS uncovered new leads without hurting email rates, and easy global scaling with local phone numbers.

Intercom

Aidan Lynch

Engineer