How Interlaced Improved Chat Response Times

"Thread’s integrations have been a CX game-changer for our clients, and its queue management, automation, and routing are ideal for our technicians and operations teams. The icing on the cake? Their conversational AI allows our teams to spend more time serving our clients and less on busy work."

Jeff Gaines, CEO | Interlaced

Interlaced is a managed services provider focused on delivering responsive IT support to modern businesses that rely heavily on technology to operate. For their clients, fast and reliable support is essential to keeping teams productive and minimizing disruptions.

As the company grew, Interlaced continued to prioritize responsiveness and client experience. However, maintaining fast response times—especially for chat-based support—required a more efficient way to capture and route incoming support requests.

Interlaced wanted to deliver IT support in a way that matched how modern teams actually communicate.

Many of their clients preferred real-time communication tools like Slack, Microsoft Teams, or chat rather than traditional support channels. The Interlaced team believed support should meet clients where they already worked instead of forcing them into rigid ticket forms or email chains.

However, their PSA platform lacked the native tools needed to support true omnichannel communication. While the team experimented with using Slack directly, those conversations often lived outside the service desk workflow, creating data silos and making it difficult to track response times or ticket history across platforms.

Interlaced needed a way to communicate with clients in real time—without sacrificing the structure and accountability of their ticketing system.

“There was no native tool on ConnectWise that allowed us to communicate with our clients effectively, in real time, on the systems they wanted to use. We were hunting for a unicorn of a tool to fix this need.”
— Evan Dumouchel, VP of Operations, Interlaced

Without a better way to connect conversations with their service desk, Interlaced risked slower responses, fragmented support history, and a less consistent experience for clients.

Interlaced implemented Thread as the conversational front door to their service desk, allowing clients to reach support through the chat platforms they already use while ensuring every interaction is captured and structured.

The rollout was quick. Interlaced was able to deploy Thread to their clients in just 10 minutes, and the platform’s ability to white-label its tools allowed the team to maintain a consistent client experience from day one.

Once implemented, Interlaced discovered Thread provided far more than chat. The platform introduced automation, routing, and queue management capabilities that helped the team manage incoming requests more effectively.

Thread’s Magic AI helps technicians focus on the most important client messages and respond faster. Conversation summaries and automated time entries also reduce administrative work, freeing the team to focus on more complex support issues.

Today, Interlaced uses Thread to:

• Automatically route requests to the appropriate service channels
• Continue conversations with clients across multiple chat environments
• Collaborate internally to deliver the best answer to customers

By connecting real-time conversations with structured service workflows, Thread allows Interlaced to provide fast, approachable support while maintaining full visibility into their service operations.

Today, Thread serves as the conversational intake layer for Interlaced’s service desk.

When users reach out through chat, Thread guides the interaction by collecting key details about the issue and automatically structuring the request. The platform then creates a ticket with the necessary information already included.

Technicians receive requests that are easier to understand and prioritize, allowing them to move directly into troubleshooting.

“Thread helps us capture the right information from the start so our technicians can respond faster and resolve issues more efficiently.”

This structured intake dramatically reduces the time spent gathering information during chat conversations.

Interlaced Reduced Chat Response Times by 74%

After implementing Thread, Interlaced dramatically improved how quickly their service desk responds to chat-based support requests. By capturing the right information during the initial conversation and structuring tickets automatically, technicians can begin troubleshooting immediately instead of gathering details.

As a result, Interlaced achieved 74% faster response times for chat-based support requests.

The improvements didn’t stop there. As clients embraced conversational support, Interlaced saw a 177% increase in tickets created via chat over five months, showing strong adoption of the new support experience.

Thread also reduced operational overhead for the service desk. Automated ticket intake and conversation summaries cut administrative work by 30%, allowing technicians to spend more time solving issues.

These improvements translated directly into business results, helping Interlaced achieve a 5% increase in gross profit margin while delivering a faster and more responsive support experience for clients.

For Interlaced, improving chat response times meant improving how support requests entered the service desk.

By implementing Thread, the team introduced structured intake into their chat workflow, ensuring technicians receive the context they need from the start.

This allows the service desk to respond faster, reduce operational friction, and deliver a better support experience for every client interaction.