# How Shine uses Intercom

**44%**: “Shine resolves customer queries 44% faster with Intercom”

As published on [intercom.com](https://www.intercom.com/customers/shine). Captured by usedby on 2026-10-08.

- Company: [Shine](https://www.usedby.ai/companies/shine.md)
- Tool: [Intercom](https://www.usedby.ai/tools/intercom.md)

## What the story says

Shine, a banking and finance management platform for small businesses and the self-employed, uses Intercom to manage inbound support conversations. It uses a customized Inbox with teams and views, Macros for faster replies, and Custom Bots for instant answers, reduced manual tasks, and trend identification, so support can scale without adding headcount.

Summary written by usedby from the source page, in English. The figures are those of Intercom and Shine, not ours.

> Leveraging Custom Bots, they offer instant answers to customers, reduce manual tasks to save time, and identify trends in conversations to drive continuous improvement. These efficiencies allow them to scale their support, without needing to increase headcount.

- **3.6x**: “3.6x more conversations assigned automatically”
- **68%**: “68% reduction in response time”
- **44%**: “44% decrease in resolution time”

> The great thing about Intercom is that the solution grows with us. The needs we had in the past have been met, and the new features that Intercom regularly releases help address our challenges today – and also those of tomorrow.
>
> Marcus Lehembre, Head of Operations at Shine

## What usedby checked

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

- Checked: the figure 44% is printed word for word on the page, near the name of Shine.
- Checked: the passage quoted above is copied word for word from the page, near the name of Shine.
- Checked: Shine 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/shine-intercom · How we check: https://www.usedby.ai/methodology