Customer support · Production

Simply reduced learner support response times by 99% with Intercom automation and Custom Bots

The problem

Simply's support team was divided into specialist groups, but learner requests frequently spanned multiple topic areas, creating inefficiencies and leaving customers waiting over 10 hours for a reply — directly undermining the company's commitment to 'wow' experiences.

Workflow diagram · grounded in source

Learner submits support query

trigger

“Our learners often reach out to us for help while they're learning how to play an instrument”

Custom Bots auto-resolve common queries

ai_action

“leveraging Custom Bots and adding the ability for learners to search for help articles directly in the Intercom Messenger, Simply was able to automatically resolve common queries, which not only saved the team time, but also provided lea…”

Custom Bots triage escalations

routing

“Intercom's Custom Bots have also been a big help in triaging requests that need some additional support from the team, ensuring that Simply's support agents have all the context they need to set learners up for success”

Agent responds via Intercom Inbox

human_review

“With the Intercom Inbox, Simply's support agents can get a holistic view of their learners and the issues they're experiencing, enabling them to respond to and resolve queries quickly”

CSAT monitoring feedback loop

feedback_loop

“Simply closely monitored their 5/5 CSAT to ensure that learner satisfaction remained high and that they continued to enjoy truly "wow" experiences”

Reported outcome

After restructuring the team and implementing Intercom, wait times dropped 98.7% within a month and have since reached 99.8% reduction with response times at 90 seconds; CSAT rose 6.3% and 20–30% of common queries are now resolved through self-serve support.

Reported metrics

Wait time reduction (first month)98.7%

Response time reduction (ongoing)99.8%

Current median response time90 seconds

Median response time before vs afterfrom over 10 hours to just one and a half minutes

Show all 6 reported metrics

wait time reduction (first month)98.7%

response time reduction (ongoing)99.8%

current median response time90 seconds

median response time before vs afterfrom over 10 hours to just one and a half minutes

5/5 CSAT increase6.3%

common queries resolved via self-serve20–30%

Reported stack

IntercomIntercom InboxCustom BotsIntercom Messenger

Source

https://www.intercom.com/customers/simply

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

After restructuring the team and implementing Intercom, wait times dropped 98.7% within a month and have since reached 99.8% reduction with response times at 90 seconds; CSAT rose 6.3% and 20–30% of common queries are…

What tools did this team use?

Intercom, Intercom Inbox, Custom Bots, Intercom Messenger.

What results were reported?

Wait time reduction (first month): 98.7%; Response time reduction (ongoing): 99.8%; Current median response time: 90 seconds; Median response time before vs after: from over 10 hours to just one and a half minutes (source-reported, not independently verified).

How is this customer support AI workflow structured?

Learner submits support query → Custom Bots auto-resolve common queries → Custom Bots triage escalations → Agent responds via Intercom Inbox → CSAT monitoring feedback loop.