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Customer Story

RateMyAgent reduced median response time by 80% with Intercom

With Gregor Hartnell, Head of Customer Experience at RateMyAgent

At a glance
  • 80%

    reduction in median response time compared with email

  • 88%


  • < 2 hours

    time to close


RateMyAgent is Australia's leading real estate agent ratings and statistics website, arming consumers with key details like rankings and reviews for real estate agents.


Victoria, Australia


Real Estate

Key features used


Team Inbox

Outbound Messages




Real estate agent ratings website RateMyAgent wanted a single view of all their marketing and support activity. Having previously used HubSpot and Zendesk for marketing and support, they switched to Salesforce in an effort to consolidate their communications. They quickly realized that the platform needed custom development to meet their needs, so went in search of an out-of-the-box, user-friendly solution.

With expansion plans for the US market, they knew they needed a consolidated communications platform that could do more with less – one that would allow them to leverage automation to save time and more efficiently manage their support conversation volume.


Having tried other tools that were difficult to configure, the fact that Intercom was easy to set up was a big benefit for the team. They use the platform to power customer support and engagement.

Support: Intercom has enabled RateMyAgent to support a growing customer base and drive efficiencies across their support KPIs, improving response times, as well as time to close. The valuable customer data that Intercom provides reduces the need for tool switching, saving the team precious time. They leverage Articles to power their help center and enable customers to self-serve answers to their queries. 

Engage: The team uses Intercom’s visual campaign builder, Series, to engage customers throughout their journey. They’re able to send notifications and launch Banners to communicate with customers seamlessly – and in half the time it would have taken with their previous set-up.  

The richness of information and insights that Intercom is able to provide, and the ease with which we are able to get to those insights, is Intercom's secret sauce.
Gregor Hartnell

Head of Customer Experience at RateMyAgent