Case Study
Community Sauna Baths
97% Faster Responses: Community Sauna's Zendesk-to-Intercom Migration Case Study
For growing companies that need better support infrastructure
Updated on July 16, 2026
Services
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Help Desk Migration
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Support Workflows
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Chatbot Implementation
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Reporting Configuration
Tags
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B2C
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Intercom
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Not-for-Profit
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Omnichannel
About the Company
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Location
UK
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Language
English
Community Sauna Baths
I would say that partnering with SupportYourApp for this integration has been beneficial to us, bringing structure to the team and helping us get back to customers a lot more timely than before.
Veronica Fernandez
Customer Experience Manager
Challenges
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Slow Response Times
Customers waited too long for replies, with no clear system in place to keep up with incoming requests.
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Unclear Ownership and Workflows
Undefined responsibilities between teams meant tickets fell through the cracks.
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Lack of SOPs
With no consistent processes or a clear standard to follow, support quality varied from agent to agent.
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Lack of Reliable Reporting
Limited visibility into support performance made it hard to track progress and make informed decisions.
Solution
Our setup covered everything from the Zendesk-to-Intercom migration and workflow restructuring to chatbot implementation, all configured to fix the gaps and get the team running smoothly.
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Migrated from Zendesk to Intercom
We performed data migration and rebuilt the workspace from the ground up, including saved replies, automations, and key configurations.
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Restructured Workflows
Redesigned inboxes, views, and workflows to improve how conversations were handled across teams and agents.
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Implemented a Chatbot
Set up a chatbot to handle common requests automatically, reducing the volume of conversations that reach the support team.
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Performed Omnichannel Integration
Enabled WhatsApp alongside existing chat, emails, and Instagram, giving customers more ways to reach support without adding strain to the team.
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Automated Customer Support
Standardized communication through automated responses, cutting manual effort and keeping replies consistent.
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Configured Reporting
Set up analytics and reporting to give clear visibility into support performance and make tracking progress straightforward.
Results
97%
Faster responses (3 days → 2 hours)
100%
More bot interactions (higher deflection rate)
Community Sauna Baths are opening a new location in France and have asked us to handle the setup for them. French will become the second supported language as part of this expansion.
Nick Ryabchenko
Chief Integration Officer
Having been one of the core parts of SupportYourApp, Nick helped to support 50+ products before realizing his vocation of building support processes and integrating all the necessary tools. During the last 5 years he worked with various companies from all around the world, helping them launch their service with SupportYourApp.
Posted on July 8, 2026
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