Case studies
Work that moved numbers.
Three engagements, three different problems: a booking bottleneck, a support team drowning in seasonal volume, an onboarding process eating the CS team’s day. Here’s what was built and what changed.
Home services · Hospitality
How Wave House tripled bookings by going all-in on chat
Wave House delivers home cleaning at scale, in a market where the fastest quote usually wins the job. They wanted to grow bookings without spending more on ads, which meant getting more out of every visitor and every past customer they already had.
What we built
A real-time quoting system using Intercom Custom Actions: visitors describe the job in chat, get a dynamic quote on the spot, and book. No phone tag, no form-and-wait. Around it, behavior-driven campaigns re-engaged dormant clients and recovered abandoned bookings, with timed discounts for visitors showing high intent. Conversation prioritization made sure the support team saw the highest-value conversations first.
Results
Chat-first
quoting and booking, end to end
“Going all-in on chat has increased efficiency across the team and provided a better experience for our customers during their booking and support process.”
Juan Alvarez, CEO, Wave House Group
Marketplace · Student housing
How StudentRoomStay tamed seasonal support volume and lifted CSAT to 90%
StudentRoomStay runs an accommodation marketplace built around student safety, preference, and affordability. Every intake season brought a wave of conversations the team couldn’t keep up with: CSAT sat at 55% and response times were falling short of what students expected.
What we built
The work started with their own data: a full analysis of customer feedback to find where the experience actually broke down. From there, AI chat took over first-line inquiries around the clock and personalized flows covered the moments that mattered. The human team got to focus on complex cases instead of repetitive ones.
Results
55% → 90%
CSAT improvement
50%
reduction in response times
24/7
support coverage, no headcount added
“Last year, we were struggling to keep up with the volume of conversations. Now, we’re offering 24/7 support and consistently getting over 90% CSAT.”
Adam Lee, CEO, StudentRoomStay
Fintech · Payments
How Alternative Payments automated onboarding for 200+ new customers
Alternative Payments helps businesses accept payments worldwide: cards, e-wallets, bank transfers. Growth was fast, and every new customer meant hours of manual onboarding for the Customer Success team. Their CS leader knew the Intercom subscription could carry more of that load; it just hadn’t been set up to.
What we built
Automated onboarding flows that guide new customers through setup inside the product, deflecting questions before they reach the team. Then a feedback loop on top: NPS surveys with detailed remarks, negative feedback routed straight to the Product team, and positive feedback answered with an automated ask for referrals and G2 reviews.
Results
200+
customers onboarded automatically in two months
2 hrs/day
saved per Customer Success Manager
Automated
NPS-to-product and review-request loops
“Our company was looking for help getting the most out of our Intercom setup, and we couldn’t have asked for a better team to work with than Cado Digital.”
Jimi R., Alternative Payments