Book a consultation that's ideal if you’re planning a project and want to explore the fit, scope, and the next steps.
Get strategic CX guidance, troubleshooting help, or implementation advice.
Ideal for teams who need strategic advice, quick validation before making bigger changes, or for complex questions about setup.
Bamboo Kitchens is a delivery-first restaurant technology platform that consolidates online orders from services like Uber Eats and a restaurant’s own website into a single tablet and printer, helping restaurants manage and optimize all their online ordering channels in one place.
New Operation Needing a Support Platform From Scratch
Bamboo Kitchens had no existing support infrastructure to build on — a complete, scalable Intercom workspace had to be provisioned as the central platform for all customer support and service automation.
No Defined CX Strategy or Routing Logic
There was no documented CX strategy — no defined routing rules, ticket statuses, or escalation paths — making consistent, scalable support hard to deliver.
Disconnected Store & Support Data
Customer and order data lived in Shopify but didn’t flow into support, leaving agents without profile or account visibility and risking duplicate or inaccurate records with no clean lead-vs-user process.
No AI Support or Self-Service for First-Line Questions
Without Fin AI and a structured Help Center, every request — including repetitive, low-complexity ones — had to be handled manually, limiting coverage outside business hours and slowing responses.
New Workspace Provisioning & Core Configuration
Provisioned a clean Intercom workspace from the ground up for a single brand — language and timezone, office hours, security and data-protection settings, team members with dedicated roles and permissions, basic automation, and CSAT collection.
Team Inboxes, Assignment & SLA Setup
Configured team inboxes with SLA policies, balanced assignment, workload management, assignment limits, automatic away mode, and office-hours rules for reliable, scalable routing.
Omnichannel Channel Configuration (Email, Messenger, Phone)
Set up email with authentication, signatures, and auto-replies; configured the web Messenger with brand styling and user identity authentication and provisioned a phone channel.
CRM Integration & Contact Mapping
Integrated Intercom with CRM for automatic user synchronization, with lead vs. user mapping to keep account records accurate and unique.
Two-Tier Ticket Management Architecture
Designed a ticket system with customer-facing tickets for frontline support and internal back-office tickets for non-customer-facing teams — kept private but linked to customer tickets for context and tracking.
Help Center Development & Content Migration
Built a structured, brand-styled Help Center organized into categories, sections, and articles, with a custom domain, and migrated and optimized existing knowledge-base content.
Fin AI Implementation
Configured Fin AI with Help Center content, snippets, and guidance rules (within Intercom’s native capabilities), with collaborative training, batch testing of answers, and handover-to-support rules.
Copilot & Proactive Support Enablement
Enabled Intercom Copilot to support agents with real-time AI assistance and translations, connected to approved content and internal knowledge, and configured proactive outbound messaging to engage customers during onboarding.
CX Strategy & Procedures
A fractional Head of Customer Support handled live conversations while building the support operating model, defining workflows, escalation paths, tone of voice, and service standards into SOPs, and advising on the hiring framework.
Onboarding, Training & Handover
Delivered onboarding with advised academy content and interactive training sessions to ensure team readiness on Intercom usage and best practices.
6 weeks
Fin AI handles repetitive first-line inquiries automatically, reducing the time customers wait for an initial response and freeing agents to focus on complex cases.
Common request types are now handled around the clock by Fin AI, extending support availability beyond business hours without increasing team size.
Synced customer data flows directly into Intercom, eliminating manual lookups and giving agents instant visibility into profiles and account status the moment a conversation opens.
Email, Messenger, and phone are consolidated into one platform, giving agents full conversation history and enabling consistent, connected support across every channel.
A clean, properly configured workspace with defined routing rules, ticket architecture, and automation replaces ad-hoc setup and is ready to scale alongside the business.
Great team, highly recommend.
Jules
Founder & CEO
