Customer support · Production

Stuart gains 88 hours per week and handles 90 chats per hour with Intercom across logistics support and engagement

The problem

Stuart was relying on email and SMS to communicate with clients and couriers at scale, but these channels were too slow and impersonal for time-sensitive logistics like food delivery, and could not support the company's rapid growth across Europe.

First attempt

Email and Zendesk were inadequate for Stuart's fast-paced logistics support needs — email was the wrong channel for food-delivery urgency, and Zendesk could not handle the scale or speed required as the user base expanded.

Workflow diagram · grounded in source
1
Query received via Intercom
trigger
“helping them to effectively manage the tens of thousands of chats they receive every week”
2
CRM integration categorizes query
integration
“With Intercom's Inbox integrated with Stuart's CRM, the team can categorize incoming queries based on the stage of the delivery process they relate to”
3
Assignment rules route to agents
routing
“use assignment rules to route them to specialized agents rather than grouping all process issues together”
4
Custom Bots triage and resolve
ai_action
“self-serve support features like Custom Bots with sophisticated resolution and routing capabilities to help them triage incoming queries in a way that's fast and efficient, but also personal. In a test with a UK pharmacy client, the team…”
5
Proactive outbound messaging
output
“leveraging outbound messaging to get ahead of known issues like adverse weather conditions and public events that could affect delivery windows and remind partner-couriers of necessary checks they need to make during delivery”
6
Behavior-triggered engagement
integration
“By integrating their data systems like Segment with Intercom, the team at Stuart is able to identify and reach out to customers based on their behavior on the platform”
7
Cross-team data analysis
feedback_loop
“Data from Intercom is also analyzed by other teams within Stuart – from operations, to client and account management teams – to gain valuable insights on their overall client and partner-courier experience and identify areas that need to…”
Reported outcome

Stuart gained over 88 hours of team time back every week, enabled agents to handle up to 90 chats per hour, automated 70% of customer queries via bots in a pharmacy test, achieved over 60% goal completion on engagement campaigns, and onboarded over 17,000 users via Product Tours.

Reported metrics
Team time recovered per weekover 88 hours per week
Chats handled per agent per hourup to 90 chats per hour
Customer queries resolved via automation (pharmacy test)70%
Engagement campaign goal completion60% and higher
Show all 7 reported metrics
team time recovered per weekover 88 hours per week
chats handled per agent per hourup to 90 chats per hour
customer queries resolved via automation (pharmacy test)70%
engagement campaign goal completion60% and higher
users onboarded via Product Toursover 17,000
grocery volume increase (Covid-19 driven)400%
monthly communication costs from replacing SMSsaving significant monthly costs
Reported stack
IntercomCustom BotsProduct ToursSlackSegment
Source
https://www.intercom.com/customers/stuart
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Stuart gained over 88 hours of team time back every week, enabled agents to handle up to 90 chats per hour, automated 70% of customer queries via bots in a pharmacy test, achieved over 60% goal completion on engagemen…

What tools did this team use?

Intercom, Custom Bots, Product Tours, Slack, Segment.

What results were reported?

Team time recovered per week: over 88 hours per week; Chats handled per agent per hour: up to 90 chats per hour; Customer queries resolved via automation (pharmacy test): 70%; Engagement campaign goal completion: 60% and higher (source-reported, not independently verified).

What failed first in this deployment?

Email and Zendesk were inadequate for Stuart's fast-paced logistics support needs — email was the wrong channel for food-delivery urgency, and Zendesk could not handle the scale or speed required as the user base expa…

How is this customer support AI workflow structured?

Query received via Intercom → CRM integration categorizes query → Assignment rules route to agents → Custom Bots triage and resolve → Proactive outbound messaging → Behavior-triggered engagement → Cross-team data analysis.

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