# How Smartly uses Intercom

**30%**: “reduce operational costs by over 30%”

As published on [intercom.com](https://www.intercom.com/customers/smartly). Captured by usedby on 2026-10-05.

- Company: [Smartly](https://www.usedby.ai/companies/smartly.md)
- Tool: [Intercom](https://www.usedby.ai/tools/intercom.md)
- Industry: [Advertising & AdTech](https://www.usedby.ai/companies/industry/advertising-adtech.md)
- Teams: Support Operations, Product, Customer Success, Marketing

## What the story says

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.

> 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%.

- **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”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 30% is printed word for word on the page, near the name of Smartly.
- Checked: the passage quoted above is copied word for word from the page, near the name of Smartly.
- Checked: each number in our summary is printed on the page.
- Checked: Smartly uses Intercom. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/smartly-intercom · How we check: https://www.usedby.ai/methodology