Bailey Nelson cuts first response time by 96% and raises CSAT to 90–95% with Intercom
Bailey Nelson's previous support tool created usability problems for customers and agents alike, generating a backlog of 100–200 unresolved tickets, multi-day response and resolution times, and no real-time satisfaction reporting — all while failing to meet the expectations of a young, tech-forward customer base.
Bailey Nelson reduced first response time by 96% — from several days to under three hours — and cut average resolution time from three or four days to about four and a half hours.
CSAT climbed from around 75% to between 90% and 95%, and 11–12% of customers now resolve issues through self-serve. The historic backlog of 100–200 tickets was cleared within a month.
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Frequently asked questions
What did this team achieve with this AI workflow?
Bailey Nelson reduced first response time by 96% — from several days to under three hours — and cut average resolution time from three or four days to about four and a half hours.
What tools did this team use?
Intercom, Shopify, Slack.
What results were reported?
First response time reduction: 96%; First response time before and after: from several days to under three hours; Average resolution time: from three or four days to about four and a half hours; Customer satisfaction score: from around 75% to between 90% and 95% (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer contacts via Messenger → Automation and AI gather customer info → Workflows route to right agents → Custom Answers enables self-serve → Agents handle conversations in Inbox.