customer_support · healthcare · workflow
Dental Intelligence uses Intercom to enable agents to handle 10 chats at a time vs 3 with Zendesk
Dental Intelligence had acquired multiple companies and needed to provide a universal, consistent customer support experience across all platforms, while scaling a rapidly growing support team.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer initiates chat
Customers reach support through a consistent chat interface regardless of which acquired platform they use.
Tools used
Intercom
Outcome
With Intercom, each agent can handle 10 chats at a time compared to a maximum of 3 with Zendesk, allowing the team to resolve significantly more queries while maintaining an excellent customer experience.
What failed first
Previous tools like Zendesk and Salesforce did not deliver the chat experience Dental Intelligence needed, and Zendesk capped agents at a maximum of three concurrent chats.
Results
Time savedsaves us a lot of time
Volume10 chats at a time
Grounding & classification
Source type: vendor customer story
25 fields verified against source quotes.
agent assistchatbotconversational aichat transcriptsupport ticketfailure mode describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedhealthcaresoftwareemployee productivityresolution time reductionthroughput increasevendor customer storycustomer supportticket triageextract classify routeintake to triage