The use case: how Simply deploys Intercom
Simply, the company behind music learning apps, uses Intercom's Inbox to give support agents a holistic view of learners and resolve queries quickly. It also uses Custom Bots and Messenger help article search to auto-resolve common questions and triage requests that need agent support.
More reported results
Figures published in Intercom’s case study. They are not independently measured by usedby.
Within just a month of implementing these changes, learners’ wait times were reduced by a staggering 98.7%.
In fact, this change resulted in a 6.3% increase in 5/5 CSAT – the team’s core KPI.
The team has seen impressive results using Intercom’s bots and automation capabilities, with 20–30% of common queries being resolved through self-serve support.
In the customer’s words
With Intercom, we’ve reduced our median response time from over 10 hours to just one and a half minutes, and still provide a mind-blowing support experience.Intercom users in DevTools & Infrastructure
Companies in the same sector, with public evidence.
See all Intercom customers
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
- Nov 11, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 99.8%Checked
Printed word for word on the page, near the name of Simply.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Simply.
- Simply uses IntercomChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Within just a month of implementing these changes, learners’ wait times were reduced by a staggering 98.7%. That reduction has since grown to 99.8%, with response times sitting at 90 seconds.