The team's journey with Intercom started back in 2017 when they decided to uplevel their support experience and make it faster and more efficient. Having grappled with a clunky, email-only communication setup, Milan Jovancevic, Mebit's Director of Operations, says, "It was super messy. We needed something that would enable us to reach out to customers faster than email."

The hunt for a better support solution led them to Intercom, which, according to Milan, stood out as the only viable choice for chat-based support at the time – and remains so even today. "I fell in love with the Intercom Inbox and how well it was organized," says Milan. "The interface was super clean compared to our previous platform."

But the big game-changer for Mebit was Intercom's Messenger. "When we started using chat to support our customers, our first response time dropped to under 10 seconds," Milan highlights. These faster responses also resulted in quicker resolutions, with the median time to close a ticket plummeting from two hours to just seven minutes. "We're now solving tickets in just a matter of minutes, compared to the hours or days it was taking us to solve them via email," he says.