Intercom × Otus
Intercom x Otus, from email-only to omnichannel customer success
97% CSAT with 22.2% of questions resolved automatically
Siloed email support to unified omnichannel platform
Members read free
Unlock the full breakdown
Enter your email to open every case study in the library: the full screenshot, why it works, and the one thing worth stealing. One email unlocks all of them.
Free. No spam. Unsubscribe anytime.
You're in — enjoy the library.
Why it works
The story leads with a capability Otus simply did not have before: in-app messaging, proactive engagement, and a unified communications record across support, marketing, and sales. Email could not do any of that, so this clears the New Capability bar rather than being a plain speed or cost improvement. The 97% CSAT and 22.2% automation rate are strong proof points, but they support the capability story rather than leading it. The emotional anchor, former teachers building for teachers, gives the piece a mission-driven warmth that makes the metrics land harder.
Steal this
The insider-empathy framing: the team are former educators who know how little time teachers have, so every product decision is justified by the customer's own world view rather than vendor feature lists.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Intercom's published work; we link to the source and lead with our analysis.