Case Study: Spendesk achieves an 80% reduction in first-response time with Intercom

Spendesk decreased their first-response time by 80% in six months

Spendesk, a Paris-based FinTech that helps finance teams manage company spending for 55,000 users, faced a scaling challenge: fragmented customer communication across tools (including Zendesk), rising inbound conversation volume, and a median first-response time of 45 minutes. The team needed a single source of truth and more proactive, self-serve ways to support customers as they grew.

They consolidated support onto Intercom and deployed Team Inbox, Custom Bots, Resolution Bot, Product Tours and outbound messaging, migrating their help center and integrating with Salesforce. Bots now triage ~1,500 monthly conversations and Resolution Bot resolves one in five common queries, while Articles and Series enable self-serve and personalized journeys. As a result Spendesk cut median first-response time from 45 to 10 minutes (an 80% reduction), improved feedback tagging and positioned support to be more proactive and scalable.

Spendesk

Vincent Terol

Head of Customer Success