How Paddle Improved CSAT and SLA Attainment with Kustomer

Paddle is a platform that helps software developers sell their products globally through checkout, licensing, and marketing solutions.

Scaling Support Alongside Rapid Growth

Paddle’s Success Operations team handles support across their two customer types: sellers (the direct companies that sell software using Paddle) and buyers (the consumers that purchase software from their sellers). With a business model centered on enabling their customers’ growth, Paddle’s Success team has the critical focus of building relationships with sellers and solving their
issues quickly.

While the company was growing rapidly, their previous CX solution was not built to scale with them. Gary McGrath, Success Operations Manager at Paddle, explains, “As we got more sellers, we started losing control of the conversations in our previous system. We didn’t have the ability to set SLAs, so customers could go weeks without receiving a reply. With satisfaction down, we needed something that would help us scale.”

Paddle partnered with Kustomer with three clear objectives for their new CX platform: to help them build better relationships with customers over time; to drive efficiency and scale as their organization grows; and to create a collaborative environment with ease-of-use across multiple departments.

Automated Workflows Lead to Incredible SLA Improvements

The support needs of Paddle’s sellers vary widely — from troubleshooting transactional and accounting questions to solving issues around disputes and chargebacks. To respond efficiently and at scale, the Success Operations team often puts sellers in direct contact with collaborators in other Paddle departments like Finance or Risks & Compliance. Prior to using Kustomer, the Success team was manually sorting through requests and issues, and informing other parties as needed, which led to long wait times and overwhelmingly manual workloads for agents.

To enable this collaboration, Paddle uses Kustomer to build sophisticated workflows based on complex criteria from several different data sources. McGrath explains, “We've made heavy use of the workflow engine. We’ve got various flows that run constantly and do really powerful things. We are able to call into Salesforce, our sales enablement services, and more. Kustomer pulls in all these extra details and makes decisions, segmenting our sellers correctly and taking this effort off our agents, which makes us much more efficient.”

The results have been remarkable for the Paddle success team. Agent productivity and efficiency have skyrocketed, and their SLA attainment improved more than 80%, moving from 10% attainment to over 90% attainment in just the first few months with Kustomer.

Personalized, efficient interactions that increase customer satisfaction

Kustomer empowers Paddle’s agents to solve sellers’ requests quickly while personalizing every interaction. That’s because the Kustomer platform contextualizes all their information and history and displays it in a single Timeline view. Every support conversation, every key detail, and even the seller’s current sentiment score is available to agents within a seamless and actionable UI. Agents not only leverage this knowledge to expedite a request or issue, but continue to build stronger relationships with them through personalized, attentive service.

With more data and context right in front of them, agents respond and resolve issues quickly, leading to the success team dramatically improving overall customer satisfaction. In just 5 months, CSAT scores leapt to over 99% an increase of 51% since we started with Kustomer.

True omnichannel support keeps agents productive and happy

Kustomer’s true omnichannel support environment allows Paddle’s agents to respond to sellers across every channel without ever changing windows. The unified system keeps conversations intact, even when a seller switches channels. As McGrath explains, “Our sellers may use live chat when they're at work and need to get a quick answer from us. When they're outside of work, they might switch to email or Twitter or Facebook. That shows you how quickly users can change their channels, and Kustomer follows them. So we can answer them wherever they happen to be.”

This integrated system also helps Paddle’s support agents be more productive. They no longer have to keep multiple tabs and applications open to seek answers, solve issues and communicate. The platform stores all the information they need and keeps conversations flowing regardless of channel.