With Thibaut Davoult, Head of Growth, and Elif Koral, Head of Customer Experience, at Livestorm
At a glance
Livestorm is a video conferencing platform that enables businesses to communicate better, offering them the ability to host webinars, meetings, and online events.
Using Intercom to power their sales and support, Livestorm’s 100-strong team engages visitors from the moment they land on the website and throughout their lifecycle journey using the product. Thibaut Davoult, Head of Growth, and Elif Koral, Head of Customer Experience, at Livestorm, explain that having a single platform for sales and support boasts a number of advantages. Not only does it enable teams from across the company to collaborate cross-functionally with ease, it’s also a key component in them being able to create a strong, consistent experience for their customers.
A unified customer experience
“Intercom is crucial across our sales and customer support operations at Livestorm,” says Thibaut. Overseeing the growth team, he’s responsible for making the sales process as smooth and efficient as possible and enabling sales reps to have conversations with prospects through the Intercom Messenger. In addition to this, Thibaut explains that his team is focused on engaging customers at various points throughout the customer journey and making sure they’re maximizing their use of the platform. The team uses a combination of chat and email to engage their customers, with all email replies routed back into Intercom to seamlessly manage communication in one place.
When it comes to supporting Livestorm’s customers, Elif and her team of customer support champions are on a mission to balance efficiency with a personal approach to ensure their customers get the best possible experience when they write to the team. “When I joined the team, we were using Drift. I lobbied to make the switch to Intercom because of its superior UX and automation capabilities,” says Elif.
With Intercom, the team can combine powerful inbox management and self-serve support capabilities to triage customer queries, collect valuable context upfront to reach quicker resolutions, and empower customers to help themselves.
With a vision to “create simpler ways for people to connect, no matter where they are,” as Thibaut puts it, the Livestorm team wanted to find a solution to power their sales and support that would embody this vision of clear and simple communication – which is what brought them to Intercom.
Using Intercom’s Conversational Support, Engagement, and Marketing solutions, Thibaut notes that teams from across the company are able to communicate seamlessly with their customers, which is of the utmost importance. “We wanted to make it as easy as possible to have conversations with our customers and solve their problems,” Elif adds.
Taking a combined approach to customer support
In the support organization, Elif explains that the team combines elements of proactive, self-serve, and invaluable human support to cater to the needs of their customers. This approach sets the team up to effectively manage the large volume of support queries that they receive. Across sales and support, the Livestorm team’s total inbound conversation volume has risen from 1,000 monthly conversations to just over 13,400 in less than 12 months.
Despite this spike in conversation volume, the team has been able to remain efficient, maintaining a median response time of just over six minutes for their VIP support tier. Thanks to Intercom’s bots and automation capabilities, Elif notes that Livestorm’s support agents can be freed up to focus on more sensitive and urgent customer queries.
Elif notes that Intercom’s flexibility and customization allows them to completely personalize the experience of their customers based on who’s writing to the team, which has been a game changer for their support. When a customer lands on the website, the Intercom Messenger appears with tailored messages to meet their needs based on what the team knows about their account.
“We have three main tiers of support,” Elif says. “Within these tiers, our support team is broken down to specialize in different areas of the product, so it’s crucial that incoming queries are routed to the right team. Intercom lets us customize that journey and run automation in the background with the help of Custom Bots so customers are being helped at the right time and by the right person.”
Maintaining efficiency – while staying personal
When Elif joined Livestorm three and a half years ago, she did so as the first support agent on the team. Since then, she has worked to build the support organization from the ground up, leveraging Intercom to find opportunities to make their support as efficient as possible – without sacrificing the personal touch. “Intercom’s been a key tool for us since the beginning,” she says.
When it comes to supporting their customers, Elif explains that the team upholds a number of best practices, such as maintaining a robust knowledge base with articles customers can reference, and updating macros that teammates can personalize to help them manage large volumes of inbound queries. “Our philosophy on the team is that going the extra mile for our customers is key. We also value transparency and ownership – both as a support team and as a company. We’re honest with our customers about when there’s an issue.” This approach to customer support is clearly paying off, with the team maintaining an impressive customer satisfaction score of 94%.
Supercharged sales and engagement
Outside of support, the Livestorm team uses Intercom to convert and engage users in a number of ways, including:
As Thibaut explains, “We’re using Product Tours a lot on the engagement side. It’s really nice to have a way to bring customers out of emails and into the product. With email, you can give customers the documentation they need with some insights into how the feature works, but nothing beats actually having them try it out for themselves within the product.”
Speaking further to the clear advantage of communicating with customers directly within the product, rather than through email, Thibaut says, “Product Tours give customers the direct reward of completing the step, and not just reading about it.” And the results speak for themselves. Since the team implemented Product Tours, they’re seeing an average completion rate across all of their tours of 50% – with some reaching as high as 95%.
Championing close collaboration
As Livestorm continues on its rapid growth trajectory, maintaining close alignment is a top priority for the team. And having experienced a headcount jump of 400% in less than 12 months, knowing that the tools they use can facilitate seamless collaboration is critical.
“It’s super helpful that people from across the company can access the customer conversation history and account information that Intercom provides,” Thibaut says. “Other teams are able to analyze both sales and support conversations and notes to get a better understanding of our customers and the journeys they’ve taken up to that point, which saves us a lot of time.” The team has also integrated Intercom with their wider product tech stack so they can use customer feedback to inform their product roadmap and communicate fixes and updates back to customers through conversations in Intercom.
Planning for the future
Looking ahead, Livestorm has plans to further expand their use of Intercom. Elif explains that the team is focused on expanding proactive support and digging deeper into customer data in Intercom to create more robust reports. “Last year was all about testing, experimenting, and improving our internal processes. We want to look at data from conversations and our bots and create powerful reporting to better understand our prospects and customers,” she says.
Adding to this, Thibaut notes, “Intercom really helps us make sense of the traffic that’s hitting our website, as well as to have conversations with these visitors and turn them into leads. The number of monthly inbound demos booked has increased by 233% since we started using Intercom to power our sales. We have big growth ambitions for the year ahead, both for our team and our use of Intercom.”