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How Smartly uses Intercom

30%

“reduce operational costs by over 30%”

As published on intercom.com. Captured by usedby on Oct 5, 2026.

What happened

Smartly uses Intercom as its main chat support platform, offering 24/7 multi-platform product support with saved replies, Workflows and a custom triage bot. It also connects Intercom to tools such as Catalyst, Productboard, Slack, Salesforce and Jira through the API, webhooks and custom apps.

Summary written by usedby from the source page, in English. The figures are those of Intercom and Smartly, not ours.

  • 50%“increasing its overall support capacity by 50%”
  • 90%“speeding up bug ticket creation time by 90%”
  • 10%“we’re now able to close 10% of our total support chats automatically using Workflows”
  • 97%“A CSAT score of 97% and higher”

And in the last two years, by leveraging more of Intercom’s functionality in automation and analytics, we’ve been able to reduce operational costs by over 30%.

From the page. intercom.com, captured Oct 5, 2026

Pick a tool based on where you think your support team needs to be in five years, not today.

Tegan Kerr, VP, Global Customer Support Operations, Smartly. Source, captured Oct 5, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 5, 2026.

  • The figure: 30%CheckedPrinted word for word on the page, near the name of Smartly.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Smartly.
  • The numbers in our summaryCheckedEach one is printed on the page.
  • Smartly uses IntercomCheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

three minutes“maintain their target first-response time of three minutes or less”Atlassian uses Intercom. Another customer of Intercom87.5%“first-response time has been reduced from 3 hours to just 15 minutes – an 87.5% reduction”Frame.io uses Intercom. Another customer of Intercomless than one minute“Inter has a first response time of less than one minute”Intercom uses Intercom. Another customer of Intercom