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JoinBelle is a telehealth platform providing prescription-guided weight-loss and wellness programs with at-home delivery.
Inefficient Legacy Support Platform (HelpScout)
The existing HelpScout setup lacked the flexibility and automation needed to support growing volumes and multiple channels. This limited visibility into customer history, made collaboration difficult, and created operational bottlenecks that slowed down response times and reduced overall support effectiveness.
Lack of Self-Service & Help Center Infrastructure
There was no structured Help Center or self-service experience in place, so common and repetitive questions had to be handled manually by the support team, increasing workload and limiting efficiency.
No AI Support for First-Line Questions
Without AI-powered automation, the team struggled to handle simple requests at scale, which led to slower first responses and limited support outside business hours.
Centralized Omnichannel Support with Intercom
Implemented Intercom as the single source of truth for all customer communications, consolidating phone, SMS, chat, and email into one unified support platform.
Help Center & Self-Service Setup
Built a structured, self-service Help Center from the ground up to allow customers to find answers on their own and reduce the volume of repetitive support requests.
FinAI as First-Line Support
Enabled Intercom’s Fin AI to resolve common inquiries at the first touch, significantly improving first-response times, reducing the number of tickets routed to human agents, and extending support coverage beyond business hours.
Back-Office Process Reconfiguration from HelpScout
Rebuilt internal workflows and conversation handling logic during the migration from HelpScout to Intercom, ensuring that support, operations, and back-office teams could collaborate efficiently within a single, modern system.
Bask.health Integration
Integrated Intercom with Bask.health to provide support agents with real-time visibility into patient data and order status, enabling faster, more accurate responses and a more connected support experience.
2 weeks
With Fin AI handling first-line support, customers now receive immediate responses around the clock, significantly improving first-response times and eliminating gaps outside business hours.
Intercom’s Fin AI now resolves approximately 64% of incoming customer questions without human involvement, dramatically reducing agent workload and allowing the support team to focus on more complex and sensitive cases.
The combination of self-service Help Center and AI-driven first-line support substantially decreased the number of tickets reaching human agents, improving efficiency and lowering operational overhead.
The combination of self-service Help Center and AI-driven first-line support substantially decreased the number of tickets reaching human agents, improving efficiency and lowering operational overhead.
By consolidating phone, SMS, chat, and email into Intercom, agents now have full visibility into each customer’s history, enabling faster resolution and more consistent, high-quality support.
Intercom setup was fast and efficient under a time crunch, got the entire customer support team onboarding in under two weeks.
Matt
Head of Operations
Intercom 
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