Case Study: Paddle achieves 99%+ CSAT and 80%+ SLA improvement with Kustomer

It’s Smooth Sailing for Paddle After Big CSAT and SLA Attainment Improvements

Paddle is a UK-based platform that helps software developers sell globally, and its Success Operations team supports both sellers and buyers. Rapid growth exposed limitations in their previous CX system — no SLA controls, lost visibility into conversations, slow reply times and sagging satisfaction, with SLA attainment around 10%.

Paddle migrated seller support to Kustomer and leveraged its workflow engine, Timeline view and true omnichannel routing to automate complex routing, pull in contextual data, and streamline cross‑team collaboration. The result: SLA attainment jumped to over 90% (an 80%+ improvement), CSAT climbed to 99%+ within five months, and agent productivity and collaboration increased — with buyer support set to follow.

Paddle

Gary McGrath

Success Operations Manager