Case Study: SynapsePay scales customer support and boosts sales with Olark live chat

How SynapsePay is scaling with customer feedback

SynapsePay, a Memphis-based fintech launched in 2014 that enables bank transfers and merchant payments, initially used Olark only to collect emails. Rapid user growth overwhelmed its six-person team — email and call volume skyrocketed and email latency made timely support and customer feedback impossible.

SynapsePay upgraded to Olark’s Bronze plan and began using live chat and co-browsing, while CEO Sankaet Pathak made time to chat directly with users. The result: faster onboarding and reduced email volume, actionable customer feedback that guided product improvements, and stronger sales conversations that helped close larger enterprise deals as the company scaled.

SynapsePay

Sankaet Pathak

Founder and Chief Executive Officer