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Un outil, une entreprise

Comment SMARTY utilise Intercom

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.”

Tel que publié sur intercom.com. Capturé par usedby le 8 oct. 2026.

Ce qui s’est passé

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.

Résumé rédigé par usedby à partir de la page source, en anglais. Les chiffres sont ceux de Intercom et de SMARTY, pas les nôtres.

  • 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.

Extrait de la page. intercom.com, capturée le 8 oct. 2026

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.

Gill Fisher, Head of Customer Experience & Delivery, SMARTY. Source, capturée le 8 oct. 2026

Ce que dit le témoignage, et ce que nous avons vérifié

Nous avons comparé le témoignage à sa page en ligne le 8 oct. 2026.

  • Le chiffre : 99%VérifiéImprimé mot pour mot sur la page, près du nom de SMARTY.
  • L’extrait cité plus hautVérifiéCopié mot pour mot depuis la page, près du nom de SMARTY.
  • SMARTY utilise IntercomVérifiéLigne de niveau Confirmé. Dernière vérification, toutes sources confondues : 8 oct. 2026.
  • Le résultat lui-mêmeNon vérifiéNous le citons ; nous ne l’avons pas mesuré.

Même entreprise, même outil ou même secteur.

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