Customer support · Production

Living Spaces uses Intercom to create a unified customer experience across sales, support, and marketing

The problem

Living Spaces needed to replicate their personal in-store shopping experience online as customers shifted to digital channels, while also transitioning from a reactive, passive support posture to proactive customer engagement.

First attempt

The prior phone and email support approach was reactive and too slow to provide real-time engagement, and the team could not efficiently handle inbound contact or proactively reach out to customers at scale.

Workflow diagram · grounded in source
1
Proactive outbound messaging
output
“leveraging proactive support to get ahead of known issues and frequently asked questions”
2
Customer contacts via Messenger
trigger
“a Business Messenger that allows them to have personal, real-time conversations with their website visitors and customers”
3
Triage Bot collects query details
ai_action
“Using one of Intercom's Custom Bots – which the team calls "Triage Bot" – Living Spaces can collect valuable information about their customers' queries to have to hand when they're speaking with them. By collecting details such as order …”
4
Route to best team or person
routing
“customers are routed to the best person or team to help them with their question based on the products they've purchased or the status of their order”
5
Staff responds in Intercom Inbox
output
“anywhere from 50 to 100 members of staff are on hand every day to handle inbound chats”
Reported outcome

Living Spaces unified sales, support, and marketing on a single platform, achieved an average first response time of under one minute, and now manages close to 8,000 weekly conversations with 50 to 100 staff members on Intercom daily.

Reported metrics
Average first response timeunder one minute
Weekly conversations managedclose to 8,000
Daily staff handling chats50 to 100
Reported stack
IntercomBusiness MessengerCustom BotsIntercom Inbox
Source
https://www.intercom.com/customers/livingspaces
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Living Spaces unified sales, support, and marketing on a single platform, achieved an average first response time of under one minute, and now manages close to 8,000 weekly conversations with 50 to 100 staff members o…

What tools did this team use?

Intercom, Business Messenger, Custom Bots, Intercom Inbox.

What results were reported?

Average first response time: under one minute; Weekly conversations managed: close to 8,000; Daily staff handling chats: 50 to 100 (source-reported, not independently verified).

What failed first in this deployment?

The prior phone and email support approach was reactive and too slow to provide real-time engagement, and the team could not efficiently handle inbound contact or proactively reach out to customers at scale.

How is this customer support AI workflow structured?

Proactive outbound messaging → Customer contacts via Messenger → Triage Bot collects query details → Route to best team or person → Staff responds in Intercom Inbox.

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