Case Study: Droplr achieves improved user experience and 16x more reviews with Survicate

Droplr improves users experience with Intercom surveys

Droplr, a native desktop app used by 530,000 people, helps teams share screenshots, GIFs and screencasts to simplify communication. Facing the challenge of understanding what drives satisfaction, why some users go inactive, and which product priorities to pursue, Droplr needed a way to capture actionable feedback directly within Intercom, their main customer touchpoint.

By using Survicate’s Intercom integration and NPS email surveys, Droplr tags responses in Intercom, converts qualitative feedback into quantitative insights, and runs targeted campaigns (promoter outreach, reactivation guides). The effort drove a 70% open rate and 25% CTR on promoter emails, increased reviews 16x, reactivated users through education and fixes, and directly informed rebuilding the iOS app and other product improvements.

Droplr

Filip Zaleski

Growth Marketer