Case Study: Qonto achieves 95% CSAT and 2-minute median first-response time with Intercom

Qonto achieves 95% CSAT while growing its customer base at pace

Qonto is a Paris‑based FinTech that offers an all‑in‑one finance management solution for businesses and serves around 200,000 customers. Facing rapid growth, the support team moved away from a traditional ticketing system to a more conversational approach to scale support, improve customer communication and self‑service, increase visibility into the customer journey, and reduce tool silos across teams.

By adopting Intercom (Team Inbox, Custom & Resolution Bots, Outbound Messages, Articles, Product Tours), Qonto automated routine requests, delivered proactive messaging, and embedded help inside the product. The change cut median first‑response time to two minutes, saved about 1,058 team hours per quarter (with their “Moshi” bot answering ~10% of inbound queries), supports ~15,000 weekly conversations, and helped maintain a 95% CSAT.

Qonto

Martin Bouvier

Head of Onboarding