How a Checkout Platform Achieved 40% Faster Resolution and 25% Better Retention

A checkout experience platform migrated off Zendesk in just two weeks and unified support across merchants and shoppers on DevRev — cutting resolution time 40% and lifting retention 25%.

Company

The customer is a checkout experience platform, founded in 2014, supporting both merchants and shoppers. This case study is presented anonymously at the customer's request.

Challenge

Support was fragmented across the company's merchant and shopper segments. Its Zendesk setup couldn't unify these experiences, and internal knowledge was scattered across Confluence, Figma, and Google Docs. Ticket volume was high — around 1,933 per month — and resolution was slow.

Solution

The company migrated from Zendesk to DevRev in just two weeks. It deployed the PLuG widget for in-app support, Memory for contextual AI, and enterprise search unified across Confluence, Figma, and Google Docs. AI searches grew from near zero to over 600 per month.

Impact

Unifying merchant and shopper support on one intelligent platform moved every core metric: