The use case: how TrueCommerce deploys Intercom
TrueCommerce uses Intercom as in-app chat support inside its Foundry Platform, with a custom NetSuite integration that gives agents customer context. The team also sends proactive outbound messages to affected users during issues and offers self-serve help through Articles, Custom Bots and an embedded status page.
More reported results
Figures published in Intercom’s case study. They are not independently measured by usedby.
a dramatic decrease of almost 80% for the contact rate by affected users when temporary issues come up
They receive over 10,000 customer contacts a month
With up to 13,000 customers signed in at any given moment
In the customer’s words
We knew our users were going to need chat, so it was just a really easy decision to pull Intercom in. We did try other solutions like Enghouse chat, but Intercom was lightyears ahead of everybody and is really easy to install.Intercom users in Logistics & Supply Chain
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
- Nov 11, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 20%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 TrueCommerce.
- TrueCommerce uses IntercomChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Overall, the combination of self-service and proactive support has helped TrueCommerce reduce its inbound conversation volume by 20% over the past two years, even as its user base has continued to grow.