The use case: how Retention.com deploys Intercom
Retention.com consolidated its support ticketing and knowledge base into Intercom, migrating its help articles into Intercom's Help Center. It uses Fin, workflows and proactive messages to let customers self-serve and to reduce the need for human involvement.
More reported results
Figures published in Intercom’s case study. They are not independently measured by usedby.
for a total of 3.8% needing human involvement overall
of the customers who have interacted with our workflows, 38% have completed them
In the customer’s words
The biggest benefit of Intercom is being able to house the vast majority of our needs under one roof. It’s a one-stop shop for being able to support our users and ensure that they’re having a fantastic experience with our products.Intercom users in Marketing Tech
Companies in the same sector, with public evidence.
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Go straight to the source
Based on Intercom’s published case study. We check the public evidence; the results are reported by the vendor.
intercom.com- Last checked
- Oct 8, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 96.2%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Retention.com.
- Retention.com uses IntercomChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
In the last seven days, we’ve had 1,726 instances of users seeking support. Of those, 96.2% were resolved through self-serve support,” says Robb. “So they were able to resolve their queries using our knowledge base, workflows, or Fin, an AI customer agent.