Case Study: Bitly achieves a 15% increase in engagement and retention with Intercom

Link management platform, Bitly, rolls out a better platform with Intercom

Bitly, founded in 2008, is a leading link management platform used by businesses worldwide. In 2015 the company embarked on a two-year rebuild to improve its freemium experience and evolve into an enterprise Link Management Platform, a migration that demanded precise, real-time customer communication, behavioral tracking, and segmented messaging.

Led by Dan Touchette, Bitly implemented Intercom to run phased migrations, targeted onboarding and retention campaigns, gather in-product feedback, and manage cross-team user inboxes. The phased approach preserved engagement through the rebuild, enabled rapid iteration based on user input, and drove a 15% increase in engagement and retention while smoothing enterprise onboarding and supporting continued growth.

Bitly

Dan Touchette

Director of Mobile and Enterprise Product