87.5%
“first-response time has been reduced from 3 hours to just 15 minutes – an 87.5% reduction”
As published on intercom.com. Captured by usedby on Oct 5, 2026.
What happened
Frame.io's support team uses Intercom as a conversational support platform, combining the inbox, custom bots, help center self-service, proactive messaging, conversation tags and automatic workload assignment. It replaced Help Scout and Zendesk to support a large customer base with a small team.
Summary written by usedby from the source page, in English. The figures are those of Intercom and Frame.io, not ours.
- 4,500“The team is now providing support for a whopping two million customers and managing 4,500 conversations each month.”
- 20,000“We have over 20,000 help center visits and 36,000 article views every month.”
Leveraging a combination of Intercom’s proactive, self-serve, and human support capabilities, they’ve been able to make great progress in pursuit of this goal, creating personalized experiences for customers at scale through conversations.
We sometimes forget that there is such a big gap between the number of support reps we have on the team and the number of customers we’re supporting because our KPIs are consistently high. Intercom has really helped us to bridge that gap.
What the story claims, and what we checked
We compared the story with its live page on Oct 5, 2026.
- The figure: 87.5%CheckedPrinted word for word on the page, near the name of Frame.io.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Frame.io.
- Frame.io uses IntercomCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
- The result itselfNot checkedWe quote it; we did not measure it.
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