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How tado° uses Intercom

92%

“a 92% decrease in first-response time”

As published on intercom.com. Captured by usedby on Oct 8, 2026.

What happened

tado° switched from Zendesk and a phone support system to Intercom, shutting off phone support and redirecting those contacts to chat. It also uses Intercom's help center, rule-based automation, conversation tags, and outbound messages for self-serve support, product insights and customer engagement.

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

  • 21%“their first-contact resolution rate has risen by an impressive 21%”
  • 19%“a 19% jump in SLA”
  • 90%“maintaining a 90% chat satisfaction rate”

When deciding to make the switch to Intercom, the team switched off phone support entirely, redirecting the 45,700 calls they were receiving every year to chat.

From the page. intercom.com, captured Oct 8, 2026

Something I really like about Intercom is that it sees the relationship with the customer is an ongoing conversation – not a stack of tickets.

Martin Mason, Head of Customer & Employee Experience at tado°, tado°. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 92%CheckedPrinted word for word on the page, near the name of tado°.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of tado°.
  • tado° uses IntercomCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

95%Customers who resolve their support query through3Commas uses Intercom. Another customer of Intercom80%“reduced their cost per support interaction by 80% – from $51 to $10 – in just two years”AgriWebb uses Intercom. Another customer of Intercom82%“boost its support automation efficiency rate (or "ROAR," rate of automated resolution) to an exceptional 82%”AI21 Labs uses Intercom. Another customer of Intercom