customer_support · ecommerce · workflow
Living Spaces uses Intercom to create a unified customer experience across sales, support, and marketing
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.
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 · Proactive outbound messaging
The team leverages proactive support to get ahead of known issues and frequently asked questions.
Tools used
IntercomBusiness MessengerCustom BotsIntercom Inbox
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.
What failed first
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.
Results
Time savedunder one minute
Volumeclose to 8,000
Grounding & classification
Source type: vendor customer story
26 fields verified against source quotes.
chatbotconversational aichat transcripthuman review describedmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedretailcustomer satisfactionemployee productivityresponse time reductionvendor customer storycustomer supportecommerce opssales opsextract classify routeintake to triage