Solidcore, a coach-led fitness brand with 160+ studios and more opening every year, uses Fin to keep support personal as it scales. Fin works across phone, chat, and email as the brand's first point of contact, handling membership freezes, upgrades, regional pricing, and cancellations, so clients get answers at any hour and studio staff stay focused on coaching.
"The best signal is silence. No complaints. Just a better experience, and a faster one."
Shane McCarthy, Chief Digital Officer, SolidCore
Lightspeed, a global commerce platform behind around 145,000 retail and restaurant locations, uses Fin to handle support at enterprise scale. Fin works across a complex stack and dozens of languages, resolving most incoming requests end to end, so customers in 100+ countries get fast, accurate answers without the team staffing volume that can't scale.
"We started at 20% resolution. Today we're over 70%. Watching that number climb was shocking."
Yamine Gluchow, VP of Information Systems, Lightspeed
RateMyAgent, an Australian platform where home sellers rate real estate agents, uses Intercom to run support and customer messaging from one place. Help center articles let customers self-serve the common questions, while the team handles the rest fast from a single view, so replies that used to crawl over email now land in a fraction of the time.
"The richness of insights, and how easily we can get to them, is the secret sauce."
Gregor Hartnell, Head of Customer Experience, RateMyAgent
Tado°, a smart home climate company, uses Fin to absorb the huge seasonal swings in support that come with cold weather. When volume jumps as much as 400% and 11,000 customers reach out in a single week, Fin handles the surge across six languages, so wait times stay short and CSAT holds steady instead of sliding the way it used to in past winters.
"Usually our CSAT suffers as we get busier. With Fin it stayed stable, and even improved on the same period last year."
Emily McKay, CX Content Writer, tado°
Dental Intelligence, an all-in-one software platform used by 9,000 dental practices, uses Intercom to keep support fast and consistent as it grows through acqusition. Queries get triaged and sorted, so each agent can handle far more conversations at once and customers get a consistent experience no matter which product they're on.
"It makes it easy for one agent to handle 10 chats at a time. With our old tool, the max was three."
Max Williams, Support Manager, Dental Intelligence
WebinarGeek, a webinar platform, uses Intercom to run support, sales, and marketing messaging fromone one place instead of stitching tools together. Most customers get answers without ever needing an agent, the team replies in minutes when they do, and targeted lifecycle campaigns turned more free trials into paying customers.
"Other tools hit a roof. Whatever size you are, this just fits and grows with you."
Bryan van Anrooy, Head of Marketing, WebinarGeek
Boody, an Australian sustainable apparel brand scaling into 16+ markets, uses Gorgias to keep support fast while a small team handles rising volume. An AI agent now handles the routine asks, where's my order, returns, exchanges, the moment they land, so customers get instant answers and the team is freed up for the conversations that build real loyalty.
"We've always told our community to make themselves comfortable, and now we finally have the time to make sure they do."
Myriam Ferraty, CX Manager, Boody
TommyJohn, a premium apparel brand wanted support to stay high-touch and pull its weight as a sales channel. They implemented Gorgias centralising calls, chat, SMS, and email in one view and an AI agent handling repetitive asks, agents see the full customer history and spend their time on the high-intent conversations that actually convert.
"Most of our upselling happens over the phone. Being able to tie revenue back to the specific call has been so powerful."
Max Wallace, Director of CX, Tommy John
YorkJewllers, a family-run jeweller of 40+ years, uses Podium to turn its in-store reputation into an online one. Review requests now reach customers by text while they're still in store, and web chat handles enquiries that used to need a phone call, so happy customers get asked at the right moment and new ones can reach out instantly.
"It's integrated beautifully into our business and feels like second nature now."
Emma Aldous, York Jewellers
Tasmanian Mobile Locksmiths, A father-and-daughter locksmith competing in a crowded Hobart market, uses Podium to stop losing urgent jobs it never saw. Web chat now lets them answer locked-out customers the moment they reach out, and review requests by text turned a stream of happy jobs into the highest-rated name in the state.
"We actually need more vans. The owner's on standby in his car because there's been so much demand."
Emma Dooley, Tasmanian Mobile Locksmiths
Grant Walker Parts, one of Australia's biggest auto parts suppliers, uses Podium to make paying as easy as messaging. Customers now get a secure payment link by text after a quick chat, so invoices get settled in minutes instead of the team chasing outstanding accounts, and cash flow stays steadier as a result.
"Cash flow is so important for any business. We're taking out all the things that delay the process by providing an instant payment link.""
Justin Walker, Grant Walker Parts
O'Brien Electrical and Plumbing set an ambitious review target and ended up running far more through text than it planned. Using Podium, review requests doubled the goal, text invoices get paid fast, some within 90 minutes, and two-way text keeps customers in the loop without anyone stuck on the phone.
"Roughly 20% of people pay their text invoices within 90 minutes, including invoices up to $20,000."
Siobhan Butler, Marketing Manager, O'Brien Electrical & Plumbing
Databox, a B2B analytics platform with a complex product and 100+ integrations, uses Fin to give customers fast, accurate answers. Fin resolves most frontline questions, trained on the brand's own docs and tone, so a lean team of eight handles rising volume and spends the time it gets back on the proactive outreach that drives revenue.
"If you asked me two years ago, I'd have been skeptical of the results we've already achieved. And now? It's just the beginning."
Pete Caputa, CEO, Databox
SuitShop, a suit and tuxedo retailer with eight showrooms and an online store, uses Gorgias to give every team member a full view of each customer across in-store visits and online follow-ups. After a fitting, staff send personalised follow-ups, and an AI agent handles location-specific questions like returns and tailoring, turning follow-ups into sales."
"Customers used to assume they had to speak to the exact store they visited. Now we answer instantly, and they see we can help no matter where they shopped."
Katy Eriks, Director of Customer Experience, SuitShop
PsychoBunny, a premium menswear brand scaling fast across global markets, uses Gorgias to grow without growing its support team. An AI agent handles a third of tickets, the common order-status and returns questions, so revenue doubled while the CX team stayed the same size.
"We don't have to hire for the holiday season or backfill when someone leaves, because Lisa is there to help us."
Tosha Moyer, Sr. Customer Experience Manager, Psycho Bunny
Bailey Nelson, an Australian eyewear retailer born in Bondi, uses Intercom and Fin to run support across chat, email, and social. Fin and help articles let customers answer common questions themselves, so the team cleared a 100-200 ticket backlog within a month and now replies in hours instead of days, with satisfaction climbing from 75% to 95%.
"Before, we were drowning in tickets and slow response times. Now we manage conversations way better and resolve quicker."
Jackson Rostagno, Customer Service Manager ANZ, Bailey Nelson
V-Mech Automotive, a mobile mechanic in South East Queensland, uses Podium to stand our in a crowded market. Appointment questions and review requests now go out by text at the click of a button, so the team saves around 10 hours a week and customers get a professional, end-to-end experience without the phone tag.
"It's all done by text at the click of a button. Super simple, saved us so much time, and still professional."
Kristen Vanderzalm, Director, V-Mech Automotive
