Shine is a banking and finance management platform built for small businesses and self-employed entrepreneurs. With inbound conversation volume on the rise, the team sought a support solution that would enable fast responses and resolutions for their 100,000+ customers.

They needed a platform with powerful support automation capabilities to offer instant answers, triage queries automatically, empower customers to self-serve, and reduce manual tasks to save time. Their goal was to find a solution that would enable growth and allow them to manage spikes in customer conversations without having to dramatically increase the size of the team.

Shine customized its Inbox set-up and created teams and views to effectively manage incoming support conversations. Using Macros, a bank of saved content and actions that can be used to save time when replying to queries, the team can share relevant content to help customers quickly and efficiently. The Intercom Messenger’s ease of use, integration capabilities, and UX enable them to create delightful customer experiences.

Leveraging Custom Bots, they offer instant answers to customers, reduce manual tasks to save time, and identify trends in conversations to drive continuous improvement. These efficiencies allow them to scale their support, without needing to increase headcount.