Bolt transforms support workflows, cutting resolution time by 73% with DevRev

The company

Bolt, a leading checkout technology platform, guarantees retailers best-in-class customer conversion with seamless and secure one-click checkout. Leading brands like Saks OFF 5TH, Revolve, Benefit Cosmetics, and Casper leverage Bolt’s Universal Shopper Network to recognize and connect with over 80M customers—one third of all US online shoppers. Bolt works within retailers’ existing tech stack and helps them provide an enhanced, friction-free buying experience for their customers with no added buttons or redirects.

The challenge

As Bolt's customer base rapidly expanded, the company encountered obstacles in effectively scaling its customer support operations. Existing systems proved inadequate, making it considerably more challenging for the company to provide a support experience that matched the quality of its checkout solution. The company faced inefficient workflows that burdened support agents with routine tasks, reducing their productivity and limiting their ability to seamlessly support both shoppers and retailers alike. The company’s legacy support systems were creating systematic roadblocks for meeting Bolt's growing operational demands. Finally, the absence of effective self-service options for merchants and shoppers led to an increase in support requests.

The solution

DevRev introduced a multi-faceted AI-native platform tailored to address and streamline Bolt’s customer support needs. Selecting DevRev was a critical move for Bolt. Attracted by the value demonstrated by DevRev in January, Bolt quickly proceeded to switch systems.

Bolt’s Senior Manager of Support, Elec Boothe, described the transition to DevRev as “seamless and efficient,” noting that “the DevOps side was notably easy.” In just two weeks, Bolt successfully migrated over 200,000 Zendesk tickets, 800 knowledge base articles, and 12 workflows. This rapid migration ensured that customer service was not disrupted during the transition.

Following the migration, Bolt quickly saw significant results. DevRev’s advanced features streamlined agent workflows, reduced manual tasks, and enhanced productivity. The platform’s sophisticated search widget significantly improved the functionality of Bolt’s help site, enabling faster and more accurate access to information. With DevRev, Bolt reduced duplicate tickets, slashed median resolution time by 73%, and maintained nearly 100% SLA compliance. These enhancements empowered the support team to focus on higher-value tasks, delivering more effective and personalized support.

Elec noted the impact on both agents and customers, sharing, "DevRev has been very well received within Bolt and among our users. It’s working exceptionally well for our support team.”

Top features

• AirDrop
• Search Functionality within Merchant Help Section on the website
• Customer Support Portal
• PluG, in-website customer support
• Multi-channel inbox for Email, and PLuG
• Workflow Automations
• Knowledge Base Integration

Top benefits

• Revolutionized operations: With DevRev, Bolt reduced duplicate tickets, slashed median resolution time by 73%, and maintained nearly 100% SLA compliance.
• Enhanced Search Functionality: DevRev's sophisticated search widget empowered Bolt with improved search capabilities on their help site. This advancement optimized information retrieval, enabling quicker and more accurate responses for both customers and internal support teams. The optimized search functionality not only elevated customer experiences but also streamlined internal support processes.
• Increased Agent Productivity: By leveraging DevRev's intelligent automation capabilities, Bolt could streamline agent workflows and reduce manual tasks, translating into increased productivity.
• Centralized Knowledge Management: DevRev's knowledge base integration allowed Bolt to centralize and manage support documentation effectively.
• Scalability and Future-Proofing: DevRev's platform is designed to grow with Bolt's expanding operations, providing a scalable foundation for future growth.
• Collaboration and Partnership: Beyond the adoption of support products, Bolt is looking forward to exploring advanced AI-native support capabilities, system integrations, and data-driven process optimizations, further elevating Bolt's customer support operations.

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