# How Fathom uses Intercom

**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](https://www.intercom.com/customers/fathom). Captured by usedby on 2026-10-08.

- Company: [Fathom](https://www.usedby.ai/companies/fathom.md)
- Tool: [Intercom](https://www.usedby.ai/tools/intercom.md)
- Teams: Customer Support

## What the story says

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.

> 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.

- **97%**: “Our customer satisfaction score is consistently above 95% – in fact, it's currently 97%.”

> The unified solution that Intercom offers is incredibly simple and powerful in its approach.
>
> Adam Wilson, Global Head of Customer Support at Fathom

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 60% is printed word for word on the page, near the name of Fathom.
- Checked: the passage quoted above is copied word for word from the page, near the name of Fathom.
- Checked: Fathom uses Intercom. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/fathom-intercom · How we check: https://www.usedby.ai/methodology