Case Study: Intercom speeds up customer support with Droplr

Intercom speeds file sharing for 40-50 daily tool changes with Droplr

The customer, Intercom, a provider of customer engagement software, faced a challenge in maintaining a fast and efficient workflow for its customer success team. Their need to quickly share files and screenshots with users was hampered by cumbersome built-in Mac tools and the inconsistent file upload methods across various communication platforms like Slack and Gmail. This inefficiency broke their workflow and slowed down customer support and education efforts.

To solve this, Intercom implemented Droplr. The solution provided a universal and simple method for sharing; users could just drag a file to the menu bar icon and instantly paste a link anywhere. Droplr's integrations ensured that pasted links would unfold to display images directly within apps like Slack and Basecamp. As a result, the team's workflow became significantly faster and more efficient, with Droplr becoming a key communication tool used by more than a dozen people at the company to serve their customers better.

Intercom