Case Study: tado° cuts first‑response time by 92% and boosts first‑contact resolution with Intercom

How tado° shut off phone support and shortened its overall first-response time by 92% with Intercom

tado®, a Munich‑based maker of smart thermostats and radiator valves on a mission to reduce household energy use, faced an inefficient, hard‑to‑scale support model: they were handling about 45,700 phone calls a year, relying on phone and Zendesk, and dealing with seasonal spikes of up to 400% in contact volume. The team needed a way to proactively guide customers, capture issue context up front, and avoid long queues while maintaining a personal experience.

They migrated support to Intercom—turning off phone support and using Messenger, Custom Bots, Resolution Bot, Articles, Team Inbox and Outbound Messages—to deflect common issues, collect customer information, and enable ongoing conversational support. The change cut first‑response time by 92%, raised first‑contact resolution by 21%, improved CSAT from 79% to 87% (90% chat satisfaction), produced a 19% SLA increase, and gave product teams conversational insights to drive improvements.

tado°

Martin Mason

Head of Customer & Employee Experience