Meet Sarah Donahoo, Customer Success Director at Fugo – an easy-to-use content management platform that transforms any TV screen into a smart digital signage solution.

Before discovering Intercom, Fugo was using a basic inbuilt web chat function that simply was not cutting it. “We often missed customer queries and had a totally separate help page that was not connected to our chat,” Sarah explains. “This meant nothing was automated and resulted in long response times for our customers – as well as a disconnected experience.”

Fugo needed a comprehensive solution that would allow them to unify their support experience, automate replies, troubleshoot basic issues, and provide consistent chat support through both their website and app.

After implementing Intercom, Fugo saw significant improvements to its customer service and overall customer experience. The team was able to reduce their customer response time by over 80%, and according to their calculations, the platform is saving their team over 10 hours every week.

Having seen such initial success, Sarah and her team are now exploring using Intercom for their newsletters and proactive updates, as well as using Tickets for bug and client task tracking.

The biggest benefit of Intercom for Fugo has been the ability to keep as much as possible under one roof and automate processes without it feeling like a clunky, outdated experience.

“I love the Intercom Conversations app, which allows me to chat with customers even when I'm out and about so we never miss a request,” says Sarah. “Intercom has a lovely UX/UI and is very intuitive to use, too. I’m so glad we found it.” 

With Intercom, Fugo is streamlining its customer messaging to create great experiences for customers – and saving valuable time. The team is excited to continue exploring all of the features that Intercom has to offer, and is confident that it will help them take their business to the next level.