TagPlus streamlines its operations and powers support at scale with Intercom
With Eduardo Luiz Soares Carneiro, Partner and COO at TagPlus
average first-response time (FRT)
of customers self-serve using Articles, without needing human support
As commercial management system TagPlus’ customer base expanded, it became harder for their support team to handle the increased chat volume. Their previous knowledge base didn't allow customers to self-serve efficiently, which resulted in a large number of support conversations being opened with the team. As response times increased, TagPlus knew they'd need to increase headcount to keep up with the demand using their previous support stack. They went in search of a solution that would enable them to scale and make their support more efficient.
TagPlus uses Intercom to support their 8,000 customers and power communication at scale. The team uses Resolution Bot to offer customers instant answers and empower them to self-serve. Having a single platform for customer communication allows TagPlus to get a holistic view of the customer journey, and also enables better cross-functional collaboration between teams to resolve customer queries – resulting in a better experience for the customer. They use Intercom’s Articles feature to host a robust and searchable knowledge base to answer FAQs and offer product information to customers.
Fast response times are critical to customer success, and with Intercom we’ve been able to reduce our first-response time to under five minutes – while keeping our CSAT at 90%.