Miss Group manages over a million customer conversations and keeps first-response time under 5 minutes with Intercom

Challenge

Miss Group is an international web hosting group that consists of more than 20 different companies, offering a range of hosting-related services such as domain registration, SEO tools, web security, and more. With such a broad range of service offerings, the team was looking to streamline customer communications and provide the same level of service across all of their companies. They went in search of an out-of-the-box solution that would enable better cross-brand collaboration and give them a holistic view of their support, sales, and marketing messaging.

With Miss Group’s 20 companies using a number of other tools across their tech stacks, the team was keen to find a platform that could easily integrate with their existing infrastructure and be interoperable with tools that they may adopt in the future. Above all, they wanted to ensure that customer support and engagement were streamlined and efficient at every stage of the lifecycle, while also remaining personal.

Solution

With Intercom, Miss Group has been able to set up individual workspaces for each of its companies and house them on a single, unified platform. “Having all of our brands working in the same tool makes it easy for me to have an overview of our different workspaces and customize each one to fit that specific brand’s needs,” says Anders Gustavsson, Chief Support Officer at Miss Group. “That alone has been a real time saver.”

By leveraging a cohesive solution for customer messaging, Miss Group has been able to create a strong, consistent customer experience at every touchpoint. “We needed an easy-to-use platform that could stretch to meet all of our needs, and that’s what we got with Intercom,” says Anders. “All of the add-ons and integrations that Intercom offers make it seamless for us to customize the platform and empower us to create great customer experiences and constantly evolve our service.”

Powering efficient support with live chat

Prior to using Intercom, many of the companies acquired by Miss Group were leveraging a combination of phone and email support to power their customer support. Since making the switch to chat with the Intercom Messenger, Miss Group’s Support teams are able to resolve customer queries much more quickly and manage multiple conversations at once, which has resulted in increased customer satisfaction.

With all customer support communications being managed in a single platform, Miss Group can easily track core KPIs across all of its brands to ensure customers are getting the best possible experience. If certain brands are experiencing a temporary surge in conversation volume, Anders explains that support representatives are able to jump right into those workspaces and help out, given that they’re already familiar with the platform.

Championing stand-out support as a competitive advantage and a lever for growth

The fact that Intercom empowers Miss Group’s Support teams to provide customers with fast responses and resolutions is one of the company’s unique selling points and gives them a significant competitive advantage. The Support teams partner closely with the Sales teams to ensure that any leads that get in touch via the Messenger are directed to the right teammate to nurture them through the sales cycle – and drive business growth.

When new brands are acquired by Miss Group, it’s of the utmost importance to the team that new customers are made aware of the high-quality support now available if they need help with a query. “Intercom is a sign of quality, and we’re proud to be able to provide the level of support that we do for our customers,” says Anders. The team sends Outbound Messages to new customers via Intercom to notify them of their 24/7 chat support offering, resulting in an excellent customer experience from day one.

Planning for the future

Since implementing Intercom, Miss Group has been able to boost efficiency, drive results across the business, and delight customers at every touchpoint. Looking ahead, the team plans to leverage even more of the Intercom platform – and is excited about trying some of the new innovations that are soon to be launched – so they can continue creating stand-out customer experiences. “Intercom has helped our company immensely as it’s allowed us to streamline the customer experience across our 20 brands,” says Anders. “The general consensus on our teams is that Intercom is highly intuitive and gets the job done. We’re now looking forward to the new Tickets feature, which will help us take our customer support to the next level.”