How unified support and product teams deliver seamless commerce
4 min read
Last Updated
4 min read
Last Updated
Company
Bolt
Employees
201-500
Founded
2014
Headquarters
San Francisco, California
Industry
Software Development
Founded in 2014, Bolt has grown rapidly by connecting 80M+ shoppers with leading merchants like Revolve, Kendra Scott, and Lilly Pulitzer through their innovative payment solutions. The company has raised over $1 billion in funding and operates with a mission to democratize commerce by making online buying easy, trusted, and consistent for both merchants and shoppers.
We spoke with Elec Boothe, Senior Manager of Support and Technical Writing at Bolt, to learn why they switched to DevRev and how they've used the platform to transform their support and product operations.
Prior to DevRev, Bolt struggled with fragmented support systems that couldn't scale with their rapid business growth. The team handled inefficient workflows that forced support agents to spend valuable time on routine tasks instead of focusing on customer needs.
Support, product, and engineering teams worked in isolation, creating significant barriers to effective issue resolution. For a company serving both merchants and shoppers, providing consistent support across their dual customer base proved increasingly challenging. Limited self-service options led to a growing volume of support tickets, further straining their resources.
Their help-site search functionality was particularly problematic, requiring manual intervention and creating friction in merchant interactions. With their business expanding rapidly, Bolt needed a more robust, integrated solution that could scale with their growth while improving both the merchant and shopper experience.
In early 2024, Bolt implemented DevRev to unify their support and product development operations. DevRev connected Bolt's entire customer-facing organization, bringing together support, product, and engineering teams on a single platform.
The migration was seamless and efficient, and the DevOps side was notably easy. Within just two weeks, we successfully imported around 200,000 Zendesk tickets and 800 knowledge base articles along with 12 workflows.
Bolt focused on implementing several key DevRev features, including AirDrop for data migration, multi-channel inbox for Email and PLuG, workflow automations, and a comprehensive knowledge base integration. They also deployed the PLuG widget for in-website customer support, enabling merchants to access help without leaving the platform.
A particular highlight was DevRev's search functionality, which transformed Bolt's help-site experience:
DevRev significantly improved our help-site by developing a search widget that automates and enhances information retrieval, solving traditional manual searching issues and streamlining merchant interactions.
Since implementing DevRev, Bolt has seen real improvements across the board. The unified platform has led to significantly faster issue resolution and product development cycles:
Product teams achieved a 35% faster release cycle for customer-requested improvements.
The transition to DevRev was so smooth that our merchants didn't even realize it had occurred. We are now leveraging more of DevRev's capabilities, and both our team and our merchants are very excited about the possibilities.
With the launch of PLuG search in June 2024, Bolt saw a clear uptick in self-service success:
This reflects both the effectiveness of AI-powered search in deflecting tickets and the increased efficiency of Bolt's support workflows.
Bolt's successful implementation of DevRev demonstrates how a unified, AI-powered platform can transform customer support and product development operations, creating a more efficient, customer-centric organization capable of scaling with business growth.
Bolt unifies support and product to deliver seamless commerce
40% faster ticket resolution
35% faster product delivery cycle
25% increase in customer retention rates
