Case Study: Put.io achieves a 14% reduction in churn with Intercom

How Put.io Proactively Supports Customers with Intercom

Put.io is a cloud-based BitTorrent engine based in Istanbul that stores users’ downloads in private online space. After years of slow growth and a scrappy forum-based support system, an unexpected TechCrunch article drove an overnight spike of thousands of new signups that left the small, introverted founding team overwhelmed and struggling to communicate with a suddenly global user base.

Put.io installed Intercom to get live user data, add an in‑app support widget, and send targeted, proactive messages (including outage apologies and help tips). That shift enabled contextual, two‑way conversations, targeted growth experiments (a discount message that drove a 20% immediate upgrade rate), and a measurable improvement in retention—resulting in a 14% reduction in churn and a more productive customer relationship tone.

Put.io

Hasan Yalcinkaya

Co-Founder and CEO