Handing Over Crucial Customer Relationships to an External Partner
Intercom needed a partner they could trust with their most important customer interactions. We handled these conversations with the utmost respect and consideration, ensuring that Intercom's valued customer relationships were in safe hands.
Struggling with Bandwidth for Testimonial Video Production
Due to limited internal resources, Intercom struggled with the bandwidth needed for creating testimonial videos. We stepped in to efficiently manage the production process, delivering high-quality videos that met Intercom's standards without overburdening their team.
Concerns Over Remote Video Production Quality
With employees and customers located globally, Intercom required a solution for creating high-quality remote testimonial videos. Our ability to produce top-notch videos remotely, with impressive lighting and audio, surpassed Intercom's expectations and facilitated seamless content creation.
Intercom’s AI-first customer service platform supports more than 25,000 businesses worldwide, including giants like Amazon, Atlassian, and Microsoft. We’ve always been about helping businesses provide great experiences and service to their customers online, which means we’re wildly customer obsessed. And not just about our own customers, but our customers’ customers, too. We want to champion our customers’ voices, let them tell their stories, and educate others on how they can be just as successful.
As Intercom’s senior manager for advocacy and community marketing, I truly believe that one of the best marketing strategies is showing the personal stories and testimonials of our happy customers, and sometimes, we have to trust in a partner to amplify those experiences at scale.
In my opinion, video is the best way to capture authentic personal stories. Our team had the skills to create them, but we didn’t have the bandwidth to produce large volumes of high-quality testimonial videos for the sales and marketing teams. It was critical to find a partner who could help us create affordable videos while seamlessly integrating with our processes.
We also needed a partner who would handle these conversations with respect. Trusting an external partner with our most important customer relationships was a big decision that could make or break our reputation.
In Testimonial Hero, we found a great partner. We noticed how the team handled customer interactions with respect, professionalism, and a deep understanding of their importance. They hold every customer’s hand, preparing them for the interview and keeping them comfortable throughout the process.
Our employees and customers are located around the world. As much as I would love to hop on a flight and interview people personally, it’s not feasible. Thankfully, Testimonial Hero offers a remote video option. I was surprised by the quality—I didn’t know it was possible to get a video that looks that good without professional equipment!
Remote interviews allow our customers to attend at a time and place of their choosing and be comfortable in their surroundings. If they need to reschedule, we can do that easily without having to stand down an onsite production team.
This kind of flexibility extends to our team as well. Our company has changed a lot in the last two years, which requires us to adjust our plans. Testimonial Hero follows our lead. We realigned our work to suit the new vision or goals, and they always adapt quickly to whatever’s happening in our world.
For example, when we launched our new AI Agent Fin, we found that the wider customer service world felt overwhelmed and a bit skeptical about including AI in their customer service programs. So, we partnered with three clients to speak to those fears, share their experience and results, and offer tips and advice to others. In this case, the most impactful content wasn’t about a product or service, but about the emotional journey those customers experienced. The Testimonial Hero team understands that and works with our customers to tell the right stories.
We use testimonial videos everywhere, including our website, social media, case studies, sales decks, and advertising material. Videos featuring our customers get 2–3X higher engagement than similar content featuring Intercom employees. We also get additional value from the content, such as when the Testimonial Hero team sends us the raw footage to repurpose across social media, blogs, and email campaigns.
The testimonials help our case studies leap off the page while also grounding them in reality. They stand out, which helps us build trust and confidence in our services and solutions during the buying cycle. We can base customer conversations around the videos that resonated with them the most. Testimonial Hero understands our goals and our vision, and we feel supported through every project. Most importantly, we know we can trust Testimonial Hero with our most important customer relationships while amplifying their voices.
