Customer support · Production

3Commas unifies customer communications and scales support with Intercom

The problem

3Commas' previous support solution, Zendesk, could not provide the all-in-one platform they needed, and up to 92% of customers were routed directly to a support agent with no automated resolution, making it impossible to scale efficiently.

First attempt

Zendesk was the previous support platform and explicitly did not provide the all-in-one solution the team needed.

Workflow diagram · grounded in source
1
Customer query arrives
trigger
“create strong, consistent experiences across the entire customer journey”
2
Bot resolves common questions
ai_action
“Using Custom Bots and Resolution Bot, they can resolve commonly-asked questions and triage queries automatically”
3
Automatic query triage
routing
“triage queries automatically”
4
Agent replies with Macros
output
“the team leverages Intercom features like Macros to save time and make replying to the 15,000 conversations they receive every month more efficient”
5
Marketing campaign execution
output
“the team uses Intercom's visual campaign builder, Series, to A/B test campaigns and use the insights to create engaging customer experiences”
6
Conversation analysis for improvement
feedback_loop
“Intercom's automation features make it easy to analyze conversations and drive continuous improvement across the team”
Reported outcome

3Commas unified customer communications on Intercom, enabling multilingual support, automated resolution of common queries, and efficiency gains that allowed the team to grow without hiring additional support reps.

Reported metrics
customers directed straight to support agent (pre-Intercom baseline)92%
Monthly conversation volume15,000 conversations per month
Time savingssaving valuable time
Additional support reps hiredwithout having to hire additional support reps
Reported stack
IntercomSeriesCustom BotsResolution BotMacros
Source
https://www.intercom.com/customers/3commas
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

3Commas unified customer communications on Intercom, enabling multilingual support, automated resolution of common queries, and efficiency gains that allowed the team to grow without hiring additional support reps.

What tools did this team use?

Intercom, Series, Custom Bots, Resolution Bot, Macros.

What results were reported?

customers directed straight to support agent (pre-Intercom baseline): 92%; Monthly conversation volume: 15,000 conversations per month; Time savings: saving valuable time; Additional support reps hired: without having to hire additional support reps (source-reported, not independently verified).

What failed first in this deployment?

Zendesk was the previous support platform and explicitly did not provide the all-in-one solution the team needed.

How is this customer support AI workflow structured?

Customer query arrives → Bot resolves common questions → Automatic query triage → Agent replies with Macros → Marketing campaign execution → Conversation analysis for improvement.

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