99%
“In January of last year, their median first-response time stood at just over a day, but using Intercom, they have been able to reduce that to three minutes – a staggering 99% drop.”
As published on intercom.com. Captured by usedby on Oct 8, 2026.
What happened
SMARTY, a UK mobile virtual network operator, uses Intercom as its real-time customer messaging and support platform. The team uses its inbox, workload management, bots, help center articles and conversation topics reporting to handle growing chat volume and analyze customer issues.
Summary written by usedby from the source page, in English. The figures are those of Intercom and SMARTY, not ours.
- 7,000“Bots: Gill’s team has saved 7,000 support team hours in the last year by empowering their customers to help themselves with Custom Bots and Resolution Bot.”
- 12%“Intercom’s Resolution Bot is now resolving 12% of our total chat volume.”
- 37,000“That amounts to 37,000 conversations a year, or 7,000 support team hours saved – which is amazing!”
- 56,000“the team now managing up to 56,000 chats a month during its busiest periods”
In January of last year, their median first-response time stood at just over a day, but using Intercom, they have been able to reduce that to three minutes – a staggering 99% drop.
Intercom is pivotal for us, it’s the one and only way that we’re able to talk to our customers in real time. It really helps us engage with them.
What the story claims, and what we checked
We compared the story with its live page on Oct 8, 2026.
- The figure: 99%CheckedPrinted word for word on the page, near the name of SMARTY.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of SMARTY.
- SMARTY 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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