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Case StudySaaS · 50-200 employeesPreviously: Intercom

How a Growth-Stage SaaS Platform Cut Support Costs by 97.9% Switching from Intercom

A 120-person SaaS company replaced Intercom with Corebee, dropping from $4,800/mo to $99/mo while improving response times from 4.2 hours to 12 seconds.

12 seconds
Average Response Time
86%
AI Auto-Resolution Rate
$99/mo
Monthly Support Cost
4.6 / 5
Customer Satisfaction (CSAT)
47 minutes
Setup Time

The Challenge

As the team scaled from 60 to 120 employees, their Intercom bill ballooned from $2,400/mo to $4,800/mo. Every new support agent added $85/seat/month, and Fin AI's $0.99 per-resolution pricing made costs impossible to predict. One month with a product launch spike cost them over $6,200 in AI resolution fees alone.

The finance team flagged support tooling as the fastest-growing line item in the budget. Leadership asked the Head of Support to find a solution that wouldn't penalize them for growing.

The Solution

The team evaluated three alternatives over two weeks before choosing Corebee. The deciding factors were $99/mo on Pro pricing with unlimited seats and unlimited AI resolutions.

Migration took 47 minutes total: - Exported 340 help center articles from Intercom (8 min) - Imported content into Corebee's knowledge base with automatic RAG indexing (12 min) - Configured widget branding to match their existing design (10 min) - Tested AI responses against their top 50 most common tickets (15 min) - Swapped the widget embed code and went live (2 min)

The AI began auto-resolving tickets on day one with no manual training required. Within the first week, the auto-resolution rate climbed from 55% to 86% as the RAG model indexed more conversation patterns.

Results

Metric
Before
After
Change
Average Response Time
4.2 hours
12 seconds
99.9% faster
AI Auto-Resolution Rate
45%
86%
+41 percentage points
Monthly Support Cost
$4,800/mo
$99/mo
97.9% reduction
Customer Satisfaction (CSAT)
3.2 / 5
4.6 / 5
+1.4 points
Setup Time
2 weeks (Intercom)
47 minutes
96.7% faster

“We went from dreading our monthly Intercom bill to forgetting we even pay for support software. The flat pricing means I never have to justify a cost spike to finance again.”

Head of Customer Support
Growth-Stage SaaS Platform

Frequently Asked Questions

How long did the migration from Intercom to Corebee take?
The entire migration took 47 minutes. This included exporting 340 help center articles, importing them into Corebee, configuring widget branding, testing AI responses, and going live. No downtime was required.
Did the AI auto-resolution rate improve over time?
Yes. The AI started at a 55% auto-resolution rate on day one and climbed to 86% within the first week as the RAG model indexed more conversation patterns. This compares to 45% with Intercom's Fin AI, which also charged $0.99 per resolution.
What happened to their support team after switching?
No one was let go. The support team shifted from answering repetitive questions to handling complex escalations, onboarding calls, and proactive outreach. Agent satisfaction scores also improved because they were doing more meaningful work.
Is the $99/mo Pro plan really unlimited?
Yes. Corebee Pro charges $99/month with unlimited team members, unlimited AI resolutions, and unlimited conversations. There are no per-seat fees and no per-resolution charges, and AI chat is never metered. This is what made it the clear choice over Intercom's variable pricing model.

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