# How Spendesk uses Intercom

**80%**: “In less than six months, we've moved from having a median first-response time of 45 minutes to just 10 minutes – an 80% reduction.”

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

- Company: [Spendesk](https://www.usedby.ai/companies/spendesk.md)
- Tool: [Intercom](https://www.usedby.ai/tools/intercom.md)
- Industry: [Fintech & Payments](https://www.usedby.ai/companies/industry/fintech-payments.md)
- Teams: Customer Success, Customer Success Operations, User Care, Sales, Marketing

## What the story says

Spendesk migrated its help center from Zendesk and uses Intercom as its single platform for customer support, sales, and marketing. Custom Bots triage and categorize inbound conversations, Resolution Bot answers common questions, and Series and Product Tours send onboarding and engagement messages.

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

> Custom Bots are currently triaging all 1,500 monthly inbound conversations and Resolution Bot is resolving one in every five common questions that it's answering.

- **7%**: “They've enabled us to maintain a customer contact rate of 7%.”
- **1,500**: “Custom Bots are currently triaging all 1,500 monthly inbound conversations”

> In less than six months, we've moved from having a median first-response time of 45 minutes to just 10 minutes – an 80% reduction.
>
> Victoria Vergnaud, Customer Success Operations

## What usedby checked

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

- Checked: the figure 80% is printed word for word on the page, near the name of Spendesk.
- Checked: the passage quoted above is copied word for word from the page, near the name of Spendesk.
- Checked: Spendesk 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/spendesk-intercom · How we check: https://www.usedby.ai/methodology