# How tado° uses Intercom

**92%**: “a 92% decrease in first-response time”

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

- Company: [tado°](https://www.usedby.ai/companies/tado.md)
- Tool: [Intercom](https://www.usedby.ai/tools/intercom.md)
- Teams: Customer Support, CX Content and Comms
- Customer since (as the page says): The team has been using Intercom since 2019

## What the story says

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.

> 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.

- **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”

> 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°

## What usedby checked

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

- Checked: the figure 92% is printed word for word on the page, near the name of tado°.
- Checked: the passage quoted above is copied word for word from the page, near the name of tado°.
- Checked: tado° 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/tado-intercom · How we check: https://www.usedby.ai/methodology