Business analytics platform Databox is committed to helping businesses centralize, visualize, and automate their performance reporting. Emil Korpar, Databox’s Director of Support, oversees a team of support agents responsible for ensuring customers can fully maximize their use of the platform and that they receive a standout experience when seeking support.

Having experienced inefficiencies with their knowledge management process, Emil and his team went in search of a way to streamline it – which is what brought them to Intercom’s Fin AI Copilot. Within a month of implementing Fin, Databox was able to dramatically increase efficiency and turn its support documentation into impactful resolutions to customer queries.

Let’s take a look at how they did it.

Prior to using Intercom, Emil’s team was dealing with a significant challenge: they had a huge amount of support documentation and limited time to sift through it for relevant resources. This made it difficult for support agents to quickly find content that would help to answer customers’ queries, and ultimately resulted in delayed response and resolution times.

Knowing that this couldn’t continue, the team went in search of a solution that would enable them to simplify the knowledge management process, as well as save time for both their agents and customers.

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Once Databox had implemented Fin AI Copilot, the results quickly followed. "Since implementing Fin, it's really helped us to bring our customer service to the next level," says Emil. “We look at Fin AI Copilot as a resourceful assistant to our agents, and quickly saw early signs of it helping us in that response and resolution times improved and our chat queues were empty at the end of the day. We used to struggle with an influx of cases on a daily basis, but as we started to adopt Intercom's AI features, it helped us to keep this under control.”

Some of the key improvements the team noticed straight off the bat were:

• Reduced response time

With access to instant suggested answers, the team was able to save a ton of time and help customers much faster, resulting in a significant reduction in response times across the board.

• Improved resolution time

By leveraging Fin AI Copilot’s ability to quickly find relevant content from a wide variety of sources, Databox was able to resolve complex cases faster, reducing overall resolution times – and delighting customers in the process.

• Increased productivity

With an AI assistant right in the Inbox, Databox’s support agents had increased capacity to help more and more customers each day. “Being able to rely on Intercom's AI solutions helped increase the productivity of the team in more impactful areas, which enabled us to increase outputs by almost 50%,” says Emil.

• Faster, more efficient onboarding

By increasing access to a wealth of support documentation, Fin AI Copilot has also been a huge help with onboarding new hires on the Databox Support team. "Fin can help you quickly onboard new hires by reducing the learning curve,” Emil says. “New hires can now rely on Fin to surface relevant resources faster, and use those resources to dive deeper into a certain topic. This also means you can lean less on senior team members for this, leaving them time to spend on more revenue driving activities.”

• Revenue growth

As a result of this extra time that has been freed up, Fin has allowed the team to focus on other activities that directly drive revenue. This has resulted in a whopping 40% increase in new revenue generated through support.

Databox’s experience with Fin AI Copilot is a testament to the transformative power of AI in customer service. By leveraging AI, the team has been able to seamlessly centralize support resources, reduce customer response and resolution times, and empower its agents to focus on a variety of impactful activities for the business.

Looking ahead, Databox plans to continue enhancing its customer support operations with Intercom and Fin AI Copilot by focusing on:

• Ongoing optimization

Continuously updating and refining its support content to ensure that Fin AI Copilot always has the most accurate and relevant information.

• Expanding use cases

Exploring additional ways that Fin AI Copilot can be utilized to support other areas of the business.

The opportunity ahead is immense, and as Databox continues to optimize and expand its use of Intercom’s AI-first customer service platform, there’s no doubt that the team will be set up to take full advantage of it.

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All-in-one doc software Coda provides a powerful tool that combines word-processing, spreadsheet, and database functions in one place. As a result of that flexibility, its customers use it in countless different ways. Coda uses Intercom to power customer communications across the entire user journey and create tailored, in-context experiences to set their customers up for success based on their needs.

Brian Lederman, Head of Sales, Support, and Success at Coda, explains that the team wants customer support and the customer experience to be key differentiators for their business. In fact, it’s one of their core operating principles. “We can do a lot of things for a lot of different people, and that means that we have no one-size-fits-all approach to the customer experience,” he says.

A one-size-fits-all approach to customer communication doesn’t work

With a highly customizable product that varies in complexity, it’s critical that Coda can deeply understand its users in order to personalize their experiences and meet their exact needs. “One of the things about having a very horizontal product is that it's difficult to provide a very contextual experience for each individual user,” says Brian. “Intercom really helps us understand our user personas and where they are in their journey with Coda so that we can continue to provide a really rich and personal experience based on who they are … and where they are in their experience with our product.”

Looking to the future, Brian and the team at Coda are excited about the opportunity that lies ahead with Intercom. “We need to continue to deliver that same level of customer experience at scale. We're growing incredibly rapidly and we need a tool to really be nimble and agile and grow with us,” says Brian. “This year is a really important year for us as we open up more omnichannel experiences, and we're looking forward to partnering with the Intercom team to provide more ways for customers to communicate with us.”

At our recent New at Intercom event, we invited Brian to speak with our Chief Product Officer Paul Adams about how Coda is creating great customer experiences while also driving growth across their business. Check out the keynote session here.

What was your customer communications setup like before implementing Intercom, and what challenges did you face?

Before Intercom, email was our primary support channel and our customer communications setup was being stretched. We were growing fast, expanding into new countries, and as a result faced several challenges when it came to maintaining our customer service experience.

• International expansion meant we needed to provide 24/7 support.

• We set up a new offshore support team to scale our efforts and needed a way to ensure standardized communication.

• Our service level agreement (SLA) metrics weren’t where we wanted them to be. We struggled to scale the team as our inbound ticket volumes grew, and lacked a consistent escalation workflow, which led to inefficiencies. 

• We needed to improve our documentation – both internally, to upgrade our standard operating procedures (SOPs), and externally, to ensure customers had access to all of the help documentation they needed. 

• International expansion meant we needed to provide 24/7 support.
  Brian Lederman, Head of Sales, Support, and Success at Coda, explains that the team wants customer support and the customer experience to be key differentiators for their business. In fact, it’s one of their core operating principles. “We can do a lot of things for a lot of different people, and that means that we have no one-size-fits-all approach to the customer experience,” he says.

• We set up a new offshore support team to scale our efforts and needed a way to ensure standardized communication.

Brian Lederman, Head of Sales, Support, and Success at Coda, explains that the team wants customer support and the customer experience to be key differentiators for their business. In fact, it’s one of their core operating principles. “We can do a lot of things for a lot of different people, and that means that we have no one-size-fits-all approach to the customer experience,” he says.

• Our service level agreement (SLA) metrics weren’t where we wanted them to be. We struggled to scale the team as our inbound ticket volumes grew, and lacked a consistent escalation workflow, which led to inefficiencies. 

• We needed to improve our documentation – both internally, to upgrade our standard operating procedures (SOPs), and externally, to ensure customers had access to all of the help documentation they needed. 

1. International expansion meant we needed to provide 24/7 support.

Brian Lederman, Head of Sales, Support, and Success at Coda, explains that the team wants customer support and the customer experience to be key differentiators for their business. In fact, it’s one of their core operating principles. “We can do a lot of things for a lot of different people, and that means that we have no one-size-fits-all approach to the customer experience,” he says

2. We set up a new offshore support team to scale our efforts and needed a way to ensure standardized communication.

Brian Lederman, Head of Sales, Support, and Success at Coda, explains that the team wants customer support and the customer experience to be key differentiators for their business. In fact, it’s one of their core operating principles. “We can do a lot of things for a lot of different people, and that means that we have no one-size-fits-all approach to the customer experience,” he says

3. Our service level agreement (SLA)

Brian Lederman, Head of Sales, Support, and Success at Coda, explains that the team wants customer support and the customer experience to be key differentiators for their business. In fact, it’s one of their core operating principles. “We can do a lot of things for a lot of different people, and that means that we have no one-size-fits-all approach to the customer experience,” he says

1. Our service level agreement (SLA) metrics weren’t where we wanted them to be.

2. Just a short item

1. International expansion meant we needed to provide 24/7 support.
   Brian Lederman, Head of Sales, Support, and Success at Coda, explains that the team wants customer support and the customer experience to be key differentiators for their business. In fact, it’s one of their core operating principles. “We can do a lot of things for a lot of different people, and that means that we have no one-size-fits-all approach to the customer experience,” he says.

2. We set up a new offshore support team to scale our efforts and needed a way to ensure standardized communication.

Brian Lederman, Head of Sales, Support, and Success at Coda, explains that the team wants customer support and the customer experience to be key differentiators for their business. In fact, it’s one of their core operating principles. “We can do a lot of things for a lot of different people, and that means that we have no one-size-fits-all approach to the customer experience,” he says.

1. Our service level agreement (SLA) metrics weren’t where we wanted them to be. We struggled to scale the team as our inbound ticket volumes grew, and lacked a consistent escalation workflow, which led to inefficiencies. 

2. We needed to improve our documentation – both internally, to upgrade our standard operating procedures (SOPs), and externally, to ensure customers had access to all of the help documentation they needed. 

The key challenges we tackled were: 

• Upskilling the support team: We focused on training our support agents and used Intercom’s reporting, along with our own QA process, to monitor performance and ensure our customers were getting a strong, consistent support experience. We leveraged features like Macros and Fin AI Assist to help us ensure that customer communication was standardized across our support and reduce the risk of errors. 

• Expanding our support offering: We began offering chat support complemented with outbound phone capabilities, and extended our support availability to be 24/7, allowing us to serve our customers at international scale, whenever they need help. We currently use a third-party platform for phone support, but are testing Intercom Phone in beta right now – having both of these channels in Intercom would reduce the need for “tool switching,” which would save our team valuable time.   

• Establishing new SLAs: Our customers’ support requirements had changed and so we adapted our SLAs to meet the new standards. Tracking these metrics daily allowed us to measure progress towards these goals.

• Managing increased support volume: While we were redesigning our support operation, our business continued to grow at speed and our ticket volume almost doubled. This proved to be a significant challenge, so we leaned on Intercom features like Fin, their AI chatbot, and reporting capabilities to help us understand how many customers we could empower to self-serve and free up our team’s time, which enabled us to manage this volume spike without increasing headcount. We also reassessed our ticket escalation process and implemented a number of changes to ensure we were able to work through escalations more efficiently.   

• Improving the customer – and teammate – experience: By looking at trends in customer conversations and reports in Intercom, we were able to identify high-priority areas that would benefit from new SOPs or help documentation. From there, we created the documentation needed to set both our team and our customers up for success.