Driving AI-First Support Efficiency
for OpenEd with Intercom

Powerful, self-serve product and growth analytics to help you convert, engage, and retain more.
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70%

queries auto-resolved within four weeks.

96.4%

AI engagement rate across all chats.

4 weeks

to achieve full AI impact.

At a Glance

Sector / Industry

Education / Online & blended learning

Scale

25,000+ students via partnerships

Challenges

Legacy support stack, high manual load, fragmented channels

Solution

Intercom platform + Fin AI (via saasgenie)

Services Provided

Intercom implementation partner services, intercom consulting, onboarding, migration, setup & training
  • Legacy Zendesk setup lacked automation, requiring Intercom integration for unified workflows.
  • High manual workload, 30-member team managing 50K+ queries pre-Intercom onboarding.
  • No AI or self-service, solved through Intercom consulting and Fin AI automation.
  • Fragmented channels (calls, chats, emails) fixed with streamlined Intercom setup.
  • Scaling tied to headcount, improved via Intercom implementation partner support and automation.

Why OpenEd chose saasgenie (an Intercom certified partner):

OpenEd needed more than just an Intercom setup. They required
a strategic Intercom implementation partner to unify channels, automate workflows, and improve support efficiency. saasgenie’s structured, AI-driven approach and deep expertise in Intercom consulting made them the clear choice.
saasgenie modernized OpenEd’s customer support with a tailored Intercom integration strategy, focusing on three key phases: onboarding, AI optimization, and ongoing Intercom support.

How saasgenie Operationalized the Fin AI-First
Support Model

Intercom Onboarding & Implementation

As an Intercom certified partner, we led the full intercom onboarding and implementation process—configuring the platform, defining channel routing, and enabling automation capabilities.

CX Strategy & Consulting

We delivered intercom consulting, mapping out workflows, user journeys, and pain points so that Fin AI would align with OpenEd’s outcomes.

Issue Categorization & Migration Strategy

To support intercom migration, we built a prioritization matrix for the top query types and migrated workflows and data from existing systems into Intercom.

Knowledge Base Acceleration & Integration

We expanded the knowledge base from <100 to over 300 articles and performed intercom integration with internal systems to enhance AI accuracy.

Configuration, Optimization & Automation

Our intercom setup included workflows, bots, rules, and escalation paths. We configured Fin AI to handle common queries and hand off complex cases intelligently.

Training & Expert Services

We provided intercom training to the OpenEd team—covering bot tuning, campaign settings, reporting, and governance. As an intercom expert services provider, we also offered ongoing intercom support.

Impact After Intercom Implementation

Ready to scale your support using Intercom?

Book a call with saasgenie