Case Study: Paystack achieves fast, scalable customer support and higher customer happiness with Help Scout

Paystack - Customer Case Study

Paystack, a Nigerian payments company founded in 2015 that processes roughly 15% of online transactions and serves over 12,000 businesses, was growing fast and struggling to maintain consistent, high-quality customer service. Their previous support setup was complicated and pieced together, so Paystack adopted Help Scout’s customer service platform for its simplicity and rapid onboarding—“literally 5 minutes, maybe 10”—to keep handoffs seamless during growth.

Help Scout became Paystack’s support nerve center, delivering an intuitive UI plus integrations (Slack, Zapier), Saved Replies and the Happiness Report so every employee can contribute immediately. The switch produced measurable gains: the team tracks time-to-first-response and Happiness as core OKRs, sees company-wide visibility of ratings, and reports an 83 Happiness score with ratings breakdowns (Great 89, Okay 6, Not Good 6), faster onboarding, and scalable support operations thanks to Help Scout.

Paystack

Emmanuel Quartey

Head of Growth