Case Study: Droplr achieves a 92% increase in customer retention with Intercom

Droplr strengthens their connection with customers across the user experience

Droplr is a SaaS file‑sharing app founded in 2009 in Bend, Oregon, serving over 500,000 users with a 14‑person team. Facing the challenge of scaling personalized customer engagement—improving onboarding, reducing irrelevant messaging, and turning support conversations into product insight—Droplr needed a way to listen to users and make every interaction more useful across the product and sales lifecycle.

Using Intercom Messages and Inbox, Droplr implemented four behavior‑driven campaigns (welcome, onboarding, retention and team‑specific), plus targeted in‑app messages and OS/browser segmentation to send the right message at the right time. The approach cut support volume for new features, boosted feature awareness and downloads, grew enterprise business 150% year‑over‑year, and increased customer retention by 32%, helping the company scale a more personalized experience.

Droplr

Nicole Pressprich

Customer Success Specialist