60%
“we're now able to respond to customers more than 60% faster than we were with our previous solution”
As published on intercom.com. Captured by usedby on Oct 8, 2026.
What happened
Fathom, a financial reporting, insights and forecasting platform, replaced Zendesk with Intercom as a single platform for its customer support. The team handles both instant and email-based requests, hosts support articles in the Messenger, and connects Intercom with tools for escalations, product feedback and internal knowledge.
Summary written by usedby from the source page, in English. The figures are those of Intercom and Fathom, not ours.
- 97%“Our customer satisfaction score is consistently above 95% – in fact, it's currently 97%.”
Intercom has enabled us to focus on the customer's needs and specific issues rather than the mechanics of providing support. This, in turn, has allowed us to deliver the highest levels of customer satisfaction and short response times across every region.
The unified solution that Intercom offers is incredibly simple and powerful in its approach.
What the story claims, and what we checked
We compared the story with its live page on Oct 8, 2026.
- The figure: 60%CheckedPrinted word for word on the page, near the name of Fathom.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Fathom.
- Fathom uses IntercomCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
- The result itselfNot checkedWe quote it; we did not measure it.
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