Leadcamp creates frictionless communication experiences and achieves 97% CSAT with Intercom
With Bram Van de velde, Founder and CEO of Leadcamp
decrease in human intervention in support queries thanks to bots
engagement rate with marketing messages
As sales action platform Leadcamp’s customer base began to grow, the web form the team had previously been using for inbound support queries, along with their self-built help center, became incredibly difficult to manage at scale. Their customers expected faster and more efficient responses to their questions, and Leadcamp wanted to increase engagement and create great experiences at every touchpoint – neither of which their previous support set-up enabled.
The team wanted to implement a solution that would allow them to centralize customer communications and make them easier to manage, unify customer support and marketing messaging, and create stand-out, consistent experiences across the customer lifecycle.
With Intercom, Leadcamp has been able to centralize customer communications across marketing and support. The team has rebuilt their help center with Articles, enabling them to link every element of their app to specific help docs so customers can seamlessly find answers to questions they might have about specific features.
They have also set up several Custom Bots to help with triaging inbound support queries and ensuring that customers are never left without a response. This has enabled the team to efficiently scale their support, without increasing headcount. The introduction of bots has reduced the need for human intervention by a staggering 90%, freeing up the team to focus on more complex and urgent issues.
Intercom is a platform that has allowed us to be highly professional towards our customers and create a frictionless line of communication with them, which is super important.
With its tech stack heavily integrated with Intercom, Leadcamp can sync customer data across core systems to ensure the team has all the context they need to resolve customers’ queries, as well as identify audience segments for targeted marketing and product updates. Having a deep understanding of their customers not only results in more efficient ways of working, but also creates a better experience for their customers – and drives higher engagement, as a result. In fact, the team's engagement rate for marketing messages has climbed to 32% since they started using Intercom.
Creating a unified customer experience
With a single platform for customer messaging, Leadcamp has been able to improve cross-functional collaboration, create consistent experiences throughout the customer journey, and drive efficiencies across their business as it continues to grow.
"As a startup, Intercom is a platform that has allowed us to be highly professional towards our customers and create a frictionless line of communication with them, which is super important," says Bram Van de velde, Founder and CEO of Leadcamp. "One of the biggest benefits we’ve seen is the ability to centralize everything. It’s so easy to only look at one tool and know that you’re not missing anything across various channels.”