Case Study: Smartly.io achieves 10x growth and 97% customer satisfaction with Intercom

How Smartly.io uses customer support to win enterprise customers

Smartly.io is a Helsinki‑based social advertising platform (founded 2013) that helps brands produce, test and optimize ads across channels. As the company scaled, it faced the challenge of providing fast, context‑rich support for time‑sensitive ad issues—previous chat tools lacked in‑app messaging, customer context and the collaboration features needed to prevent churn and win enterprise accounts.

Smartly.io adopted Intercom—using its API, Team Inbox and custom Inbox apps—to make chat the primary support channel, surface conversation history and balance agent workload, and enable internal collaboration with notes and routing. The result: consistent sub‑5‑minute first responses, a 97% CSAT score, a #1 ranking on G2’s Relationship Index for Social Media Advertising, 10x growth and the ability to win major customers like Uber, eBay, Walmart, McDonald’s and Under Armour.

Smartly.io

Marc-Olivier Meunier

Director of Service Operations