3Commas used Intercom to unify customer communications and create stellar experiences at scale

Challenge

Crypto trading platform 3Commas needed to consolidate their communications into a single platform that enabled multilingual support and engagement for their growing customer base. The marketing team wanted more flexibility than their previous set-up offered to be able to send highly targeted messages to customers at the right time and in the right place.

Their previous support solution, Zendesk, didn’t provide the all-in-one solution the team needed. With up to 92% of customers being directed straight to a support agent when they had a query, the team needed a solution that would enable them to scale efficiently – without losing the personal touch. 

Solution 

With Intercom, 3Commas has unified its customer communications and can offer multilingual support and engagement to create strong, consistent experiences across the entire customer journey. Intercom is enabling teams from across the business to work fast and efficiently and build lasting relationships with their customers through personalized communications.

Marketing: the team uses Intercom’s visual campaign builder, Series, to A/B test campaigns and use the insights to create engaging customer experiences. The flexibility of the platform allows them to set up and run campaigns seamlessly and run quick analysis on performance without having to wait for the analytics team, saving valuable time. 

Support: the team leverages Intercom features like Macros to save time and make replying to the 15,000 conversations they receive every month more efficient. Using Custom Bots and Resolution Bot, they can resolve commonly-asked questions and triage queries automatically. Intercom’s automation features make it easy to analyze conversations and drive continuous improvement across the team. These powerful tools have enabled 3Commas to adapt to a growing customer base without having to hire additional support reps to keep up with the volume.