How Nibol Streamlined Customer Success and Built Stronger User Relationships with Customerly

About the Customer

Nibol is a workplace management platform helping companies streamline operations for hybrid and remote workforces. Their solutions are built for flexibility — making it easy to manage workspaces both inside the office and remotely.

As Nibol scaled, so did the expectations around customer success. Managing communication, support tickets, marketing campaigns, and user feedback required more than just a live chat widget — they needed a unified system that matched their pace of growth.

The Challenge: Centralizing Customer Success with One Easy-to-Use Platform

For the Customer Success team at Nibol, efficiency and visibility were key.

“We wanted a single, easy-to-use tool that could manage all our Customer Success activities,” says Marta, Head of Customer Success at Nibol.

Their existing tools created fragmentation between teams and made it difficult to manage tickets, handle incoming messages, or gather feedback from users. What they needed was a more agile system that would unify customer communication, reduce response times, and help them build deeper relationships with users.

The Solution: A Complete Customer Success Stack with Customerly

After evaluating various platforms — including Intercom — Nibol chose Customerly for its powerful feature set, seamless UX, EU-hosted infrastructure, and the ongoing support they received from the Customerly team.

What Made the Difference:

• Live Chat and Messaging for real-time, personal support
• Help Center to empower users with self-service options
• Net Promoter Score (NPS) surveys to collect loyalty metrics
• Marketing Automation to trigger behavior-based campaigns
• Mobile App Access for ticket management on the go
• Dedicated Support from the Customerly team to maximize value

“Customerly not only gave us the features we needed — Messaging, Live Chat, NPS, Help Center — but also a team that’s always there to help us use them at their best.”

Results: Faster Support, Stronger Teamwork, and Happier Users

With Customerly in place, Nibol’s Customer Success team gained speed, visibility, and confidence.

• Increased agility in handling customer requests
• Improved internal collaboration through shared ticket visibility
• Time saved by reducing back-and-forth across tools
• Better user relationships built through instant, high-context responses
• Operational efficiency enhanced via the mobile app and Help Center

“Customerly saved us time and it’s helping us have better relationships with users.” — Marta, Head of Customer Success at Nibol

The Help Center That Scales Globally

Nibol highlighted the value of Customerly’s AI-powered, multilingual Help Center as a game-changer.

Users can now find answers instantly — in their preferred language — without waiting for agent support. This has reduced support volume while maintaining customer satisfaction.

“Our Help Center lets us deliver self-service experiences that actually delight our users — while reducing costs.”

Measuring Loyalty with NPS

Customerly’s built-in Net Promoter Score surveys give Nibol continuous insights into customer sentiment. This feedback loop fuels product decisions, refines onboarding flows, and ensures every customer experience is accounted for.

Conclusion

With Customerly, Nibol unified its customer communications, streamlined support operations, and created meaningful relationships with users — all through one platform.

“Customerly gives us the speed, structure, and support we need to grow with confidence.”

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