Case Studies / 97% Faster Responses: Community Sauna's Zendesk-to-Intercom Migration Case Study

Case Study

Community Sauna Baths

97% Faster Responses: Community Sauna's Zendesk-to-Intercom Migration Case Study

By Nick Ryabchenko, Chief Integration Officer

For growing companies that need better support infrastructure

Updated on August 3, 2026

97% Faster Responses: Community Sauna's Zendesk-to-Intercom Migration Case Study

Services

Help Desk Migration
Support Workflows
Chatbot Implementation
Reporting Configuration

About the Company

Location

UK
Language

English

Community Sauna Baths is a London-based not-for-profit sauna and cold plunge company that’s making heat therapy accessible to everyone. With five locations across the city, they combine wellness, community outreach, and social prescribing to support people from all walks of life, from NHS referrals to free sessions for marginalised groups.When Community Sauna Baths reached out to SupportYourApp for Zendesk-to-Intercom migration, they aimed to cut response and resolution times, handle conversations more efficiently, deflect more requests through automation, and get clearer visibility into their support performance.

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

Community Sauna Baths

Challenges

Slow Response Times

Customers waited too long for replies, with no clear system in place to keep up with incoming requests.
Unclear Ownership and Workflows

Undefined responsibilities between teams meant tickets fell through the cracks.
Lack of SOPs

With no consistent processes or a clear standard to follow, support quality varied from agent to agent.
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.

Migrated from Zendesk to Intercom

We performed data migration and rebuilt the workspace from the ground up, including saved replies, automations, and key configurations.
Restructured Workflows

Redesigned inboxes, views, and workflows to improve how conversations were handled across teams and agents.
Implemented a Chatbot

Set up a chatbot to handle common requests automatically, reducing the volume of conversations that reach the support team.
Performed Omnichannel Integration

Enabled WhatsApp alongside existing chat, emails, and Instagram, giving customers more ways to reach support without adding strain to the team.
Automated Customer Support

Standardized communication through automated responses, cutting manual effort and keeping replies consistent.
Configured Reporting

Set up analytics and reporting to give clear visibility into support performance and make tracking progress straightforward.

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Results

While Zendesk delivered robust capabilities, as the company entered its next stage, adopting Intercom allowed them to improve workflows, speed up responses, and led to clearer reporting visibility.

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