How Paymo Replaced Intercom and Increased Customer Engagement by 20% with Customerly

About the Customer

Paymo is a work and project management platform helping teams streamline workflows, track time, and deliver projects on time. Their mission is to provide frictionless work management software that’s powerful, yet easy to adopt and integrate into daily operations.

The Challenge: Replace Intercom Without Losing Capabilities

As Paymo scaled, so did their need for reliable customer communication — but their previous solution wasn’t scaling with them.

“We wanted to switch from Intercom because it became unbearably expensive.”

says Laurentiu, Marketing Manager at Paymo.

“We were looking for a solution that offered similar features at a more affordable price — without compromise.”

Their search led them to test multiple alternatives, but most fell short in either features or service quality.

The Solution: Customerly – A Better Fit, A Better Price

After trying several other platforms, Paymo chose Customerly as their primary customer communication solution.

Why Customerly stood out:

• Feature-complete platform: Live chat, notifications, assignment, notes, email campaigns, and surveys — all in one place
• Marketing automation: Built-in workflows to engage leads and customers
• Pricing alignment: A scalable plan that matched their usage without ballooning costs
• Reliable support: Fast, helpful responses from the Customerly team

“Customerly gave us the best deal in terms of features, price, and the support we’ve received.”

Results: More Engagement, Better Focus, and Zero Friction

With Customerly fully integrated into their workflow, Paymo has seen measurable improvements across both support and marketing operations.

• +20% engagement rate from potential customers after launching automated marketing workflows
• Improved team collaboration through real-time conversation assignment and contextual notes
• Increased productivity by eliminating tool switching and manual back-and-forth communications
• Enhanced customer insights via in-app surveys and NPS to gather real-time feedback

“After implementing workflows, the engagement rate of potential customers increased by at least 20%.”

The support team now operates more smoothly — assigning conversations, leaving notes in context, and avoiding unnecessary emails or status meetings.

Reliable Software That Enables Focus

Beyond features and metrics, Paymo values Customerly as a critical part of their daily operations.

“We can’t function without Customerly. It’s the primary tool we use to stay in touch with our customers.”

“It just works. That reliability lets us focus on what matters most — building great products and serving our users.”

Conclusion

Paymo replaced an overpriced, rigid support platform with Customerly — and gained more than just cost savings. With higher customer engagement, improved collaboration, and dependable support infrastructure, Customerly has become a core system powering both their marketing and customer success teams.